Dissertation > Economic > Industrial economy > China Industrial Economy > Industrial sector economy

Research on System of Automobile Service Performance Assessment

Author PeiCunQiang
Tutor ZhuJie
School Wuhan University of Technology
Course Automobile Application Engineering
Keywords Car service Service Performance Performance Evaluation
CLC F426.471
Type Master's thesis
Year 2008
Downloads 514
Quotes 5
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In recent years, with the end of the automotive industry \In the price war, the public relations war have failed, products and advertising has become increasingly homogeneous case, the car service with its high threshold, and difficult to imitate the characteristics become the auto companies Zhuluzhongyuan commanding heights and defeating the enemy weapons. Car service performance evaluation as feedback, a powerful tool to optimize the configuration, is increasingly becoming the focus of the auto companies service management. Therefore, this paper aims to establish a complete automotive service performance evaluation system and evaluation methods to guide the auto service business service performance evaluation as well as construction, to achieve the purpose to build a car service enterprise core competitiveness. Brand stores (such as the 4S shop) has become the mainstream of China's car dealership, so the article is starting from a close relationship with car manufacturers, car service companies - car dealers - the point of view of the store brand car service performance evaluation target selection and evaluation system and evaluation method of choice. This paper summarizes the performance evaluation, and services related to the concept of performance evaluation, as well as car service performance evaluation, theoretical results and Research, explored in depth the characteristics of China's automotive service industry and its inherent requirement of service performance evaluation; draws Balanced Scorecard thinking, comprehensive application of the theory of customer satisfaction and service management theory and the theory of supply chain management theory to build a car service from four aspects of the performance of customer satisfaction, internal operational performance, economic efficiency performance, and learning and development performance comprehensive performance evaluation system; comprehensive utilization the performance evaluation method of AHP, Delphi method and linear weighting method, comprehensive, scientific and objective evaluation of the performance car service car service performance evaluation system and method; verified through empirical analysis, scientific feasibility and effectiveness. Finally, a brief discussion on the direction for further research. This article intends to take this study as the domestic car service performance evaluation theoretical and empirical analysis to make a modest contribution, and also provide practical reference for optimal management of China's automotive service, improve service competitiveness.

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