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面对入世后国内外激烈的市场竞争,通过研究4S店的售后服务满意度可以加强售后服务意识、加紧售后服务的建设,用优良的售后服务赢得顾客、赢得市场。本文从实证的角度以哈尔滨丰田4S店为例对顾客行为、顾客在接受多次不满意服务之后对服务质量的评价、顾客满意度等进行研究,对丰田特约经销商提出改进服务、提高客户满意度的建议,进而提升售后服务质量。
Faced with the fierce market competition at home and abroad after the accession to the WTO, we can enhance the awareness of after-sales service by studying the after-sales service satisfaction of the 4S shop, step up the construction of after-sales service, win customers with excellent after-sales service and win the market. This paper takes Harbin Toyota 4S shop as an example to study the customer behavior from the empirical point of view, customer evaluation of the service quality after accepting multiple dissatisfied services, customer satisfaction and so on, and makes suggestions to Toyota’s special dealer to improve service and improve customer satisfaction Degree of advice, thereby enhancing the quality of after-sales service.