xx汽车4S专营店客户满意度的评价体系探讨

xx汽车4S专营店客户满意度的评价体系探讨
摘 要
随着社会进步、经济发展和政治法律制度的完善，人们对各种服务的要求日益增长。服务水平的高低无疑成为其竞争力强弱的重要组成部分，客户满意是企业的无形资产，它可以随时随地向有形资产转化。多一个满意的客户，就多一份无形资产。
客户满意度评价体系正是迎合了社会发展的需要，企业利用已建立的客户满意度评价体系了解企业经营管理的劣势，改进产品或服务的质量，从而为客户提供更优质的产品或服务，进一步提高客户满意度，争取更多的客户，赢得市场。
本文从东风日产汽车4S专营店实际出发,以美国满意度指数模型为基础，以客户为中心,市场为导向,建立了客户满意度评价体系。从评价体系的满意度模型的测评指标的设立、模型构建和实际测评，到服务管理的改进以及服务质量的提升,进行了东风日产汽车4S专营店客户满意度评价工作的深度理论研究。

关键字：客户满意度，客户满意度指数模型，4S专营店，东风日产

 
Abstract
As the development of society, economy and legal system, people has more and more demand for services. No doubt the level of services become an important part of competitiveness strength, Customer satisfaction is the intangible assets of enterprises and it can change into tangible assets .The more satisfied customers, the more intangible assets it has.
Customer satisfaction evaluation system is just to cater to the needs of social development. Using the established customer satisfaction evaluation system, Enterprise can know the superiority and inferiority of management. It also can improve the quality of product or service. This leads to provide customers with better quality products or services, farther more , improve customer satisfaction ,gain more customers and market.
The Dongfeng Nissan Motor 4S franchise stores customer satisfaction evaluation system , considering the actual situation of Dongfeng Nissan Motor 4S franchise stores ,which is customer-centered ,market- oriented and based American customer satisfaction index model. Great efforts made on the academic study of Dongfeng Nissan Motor 4S franchise stores customer satisfaction evaluation，including the setting up of evaluation indices, establishment of satisfaction index model and evaluation in actual, improvement of service management and quality.

Key words: customer satisfaction，customer satisfaction index model, 4S franchise store，Dongfeng Nissan

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