汽车4S店顾客满意度的问题及措施研究摘要：顾客满意度一直是企业和商家普遍关注的一点问题，顾客满意度对顾客的消费行为和消费质量以及企业的品牌形象都起到至关重要的作用，企业只有将顾客满意度维持在良好的水平，才能进一步发展自身的品牌和品牌的知名度。本文将以汽车4S店为研究对象，通过实证分析和数据分析，说明顾客满意度对其发展的影响和提出提高顾客满意度的建议。关键词：汽车4s店；顾客满意度；提高策略Abstract:Customersatisfactionhasbeenaproblematcompaniesandbusinessesofcommonconcern,customersatisfactionforthequalityofconsumerbehaviorandconsumerandcorporatebrandimageplaysacrucialroleintheenterprisecustomersatisfactionwillonlymaintainedingoodlevel,inordertofurtherdeveloptheirownbrandsandbrandawareness.Thiswillbeauto4Sshopforthestudy,dataanalysisandempiricalanalysisshowstheimpactofcustomersatisfactionandimprovecustomersatisfactionmakerecommendationsforitsdevelopment.Keywords:car4sshop;customersatisfaction;improvepolicy目录一、研究背景与意义...................................1（一）研究背景.........................................................................................1（二）研究的内容.....................................................................................1（三）课题的意义.....................................................................................1二、顾客满意度的概述.................................2（一）顾客满意度的界定.........................................................................2（二）顾客满意度与服务质量的关系.....................................................2三、汽车4s店市场分析................................2（一）汽车4s店服务现状........................................................................2（二）存在满意度的问题.........................................................................2四、汽车4s满意度问题分析............................3（一）客户期望值分析.............................................................................3（二）客户进店体验分析.........................................................................4五、提高客户满意度的方法.............................4（一）理论方法.........................................................................................41.4C理论..............................................................................................42.4P理论..............................................................................................53.蝴蝶效应...........................................................................................54.短板原理...........................................................................................5（二）实际方法.........................................................................................61.提升售前售后服务机制...................................................................62.提升销售人员素养和培养...............................................................6六、汽车4s店实施效果分析............................7（一）实施过程.........................................................................................7（二）成效分析.........................................................................................7七、总结与展望......................................10（一）总结...............................................................................................10（二）展望...............................................
