汽车销售服务质量评价研究

结合我国汽车销售服务企业的特点,分别采用了资料挖掘技术、专家座谈、顾客深度访谈、问卷调查等多种方法,对汽车销售服务质量的评价指标进行了探索性研究,并通过因子分析验证、排除干扰项后得出汽车销售服务质量评价模型,并运用该模型对实例进行了销售服务质量评价。由实例评价可知该模型是可行的。

Study of the Evaluation of Automotive Sales Service Quality

Combined with the characteristic of the automotive sales service enterprise,methods of data mining technique,experts discussion,customer depth interview and questionnaire survey are adopted to investigate the evaluation index of the automotive sales service quality.The evaluation model of the automotive sales service quality is elicited by factorial analysis validation,and the model is applied to an example to evaluate the sales service quality.The model is proved to be feasible.