Research on Service Quality Evaluation Method of Automobile 4S Stores

Abstract

Based on the generalization of current service quality situation of automobile 4S stores in China, this paper introduces the definition of service quality, the discrepancy analytical model, and the service profit chain of automobile industry. Then it analyzes the evaluation indices system, and establishes a set of evaluation model for measuring the service quality of automobile 4S stores based on AHP and fuzzy synthetic evaluation methods. Finally, it uses practical calculation process to illustrate the validity and applying capability of this evaluation model, and provides valuable benefits to enhance the service quality of automobile 4S stores.