设计（论文）题目：安阳汽车4S店售后服务满意度研究学院名称：机械工程学院专业：汽车服务工程班级：汽服专升本12-X姓名：学号201201090XXX指导教师：XXX职称定稿日期：2014年3月17日中文摘要摘要本文以顾客满意度为核心，充分了解安阳地区的汽车4S店售后服务满意度的现状，并与其他地区的售后服务（主要是与各个竞争对手顾客满意度之间的差别）进行对比，然后通过市场调研分析出安阳汽车4S店在售后服务方面存在的问题以及顾客对他们所接受到的售后服务的满意度状况。最后对市场调研问卷进行系统的分析并根据得到的资料和数据制定出合理的售后服务满意度研究及推进方案。为企业制定切实可行的营销战略提供真实的依据，并更好地满足顾客的需求，增强公司的核心竞争力。关键词：售后服务；满意度；顾客满意度II英文摘要ABSTRACTInthispaper,customerSatisfactionasthecore,tofullyunderstandtheNingboregion4SShopServiceSatisfaction,vehicleStatus,andwithotherregionsoftheService(mainlywiththedifferencesbetweenthevariouscompetitors,customerSatisfaction)arecompared,thenmarketresearchanalysisoftheNingboAuto4SShoptheproblemsintheafter-SalesServiceandcustomerServicethattheyreceivetheSatisfactionofconditions.Finally,marketresearchquestionnaireanalysisSystemandinaccordancewiththeinformationanddatatodevelopareasonableServiceSatisfactionresearchandpromotetheprogram.ForbusinessdevelopmentpracticalmarketingStrategiesbasedonthetrueandbettermeetcustomerneeds,enhancethecompany’scorecompetitiveness.KeyWords:ServiceSatisfaction；Customer；SatisfactionIII目录目录1绪论....................................................11.1历史背景与意义..............................................11.2研究的基本内容..............................................11.3研究方法....................................................22顾客满意度概述.........................................32.1顾客满意度概述..............................................32.1.1顾客满意度的含义..............................................32.1.2顾客满意度的基本特性..........................................42.1.3顾客满意度的竞争优势..........................................42.2顾客满意度的国内外相关研究综述..............................62.2.1国外的相关研究................................................62.2.2国内的相关研究................................................83安阳汽车4s店的现状及存在的问题........................103.1安阳汽车4s店的现状........................................103.1.1安阳汽车4s店的概述...........................................103.1.2汽车4s店竞争环境以及竞争对手分析.............................113.1.3安阳4s店售后服务渠道分析.....................................113.2安阳汽车4s店存在的问题....................................123.2.1服务人员的问题...............................................123.2.2服务种类单一.................................................133.2.3具体操作中的问题.............................................143.2.4服务流程问题.................................................144安阳汽车4s店满意度调研................................154.1调研背景...................................................154.2调研目的与地区.............................................164.2.1调研目的......................................................16IV目录4.2.2调研地区......................................................164.3调研方案设计..............................................164.3.1调研人群.....................................................174.3.2调研方式...........................
