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《淺析客戶滿意度策略【畢業(yè)論文，絕對(duì)】》由會(huì)員上傳分享，免費(fèi)在線閱讀，更多相關(guān)內(nèi)容在工程資料-天天文庫。
1、汽車保有量的迅速增加促使汽車售后市場迅猛發(fā)展，為了提高競爭力，很多經(jīng)銷商都意識(shí)到提高客戶滿意度的重要性。與此同時(shí)人們對(duì)汽車售后服務(wù)的要求也越來越高，近年來對(duì)汽車服務(wù)質(zhì)量的投訴也是逐年上升，汽車市場的競爭已從兩年麗的銷售市場轉(zhuǎn)向服務(wù)市場。由于白由競爭的耍求，壟斷受到了法律和道德上的約束，企業(yè)能夠保持壟斷的條件也越來越苛刻，面臨來自產(chǎn)業(yè)內(nèi)同行和新興替代品的威脅只是時(shí)間問題?？蛻魸M意度最終仍然是決定客戶忠誠度的重要因素。企業(yè)因?yàn)檫M(jìn)入三個(gè)誤區(qū)，而把客戶滿意度與客戶忠誠度簡單地等同起來。而實(shí)際觀察的結(jié)果是，只有客戶達(dá)到完全滿意，才能保證客戶忠誠度的穩(wěn)定。本文通過分析三個(gè)謀區(qū)的特點(diǎn)，以及深入分析客戶滿意度
2、在不同競爭壞境小的作用，對(duì)如何通過客戶滿意度管理來提高客戶忠誠度的戰(zhàn)略進(jìn)行了剖析。4S店是集汽車銷售、維修、配件和信息服務(wù)為一體的銷售店。4S店模式這幾年在國內(nèi)發(fā)展極為迅速。汽車行業(yè)的4S店就是汽車廠家為了滿足客戶在服務(wù)方而的需求而推出的一種業(yè)務(wù)模式。4S店的核心含義是“汽車終身服務(wù)解決方案”。隨著人們生活水平的提高，人們對(duì)服務(wù)的理解也更深刻，對(duì)服務(wù)質(zhì)量要求也越高，現(xiàn)行的4s丿占服務(wù)模式很多都達(dá)不到客戶的期望值，針對(duì)這一問題結(jié)合實(shí)際提高客戶滿意度勢(shì)在必行。關(guān)鍵詞：競爭，客戶滿意度，客戶忠誠度，誤區(qū)，對(duì)策ABSTRACTTherapidincreaseincarownershipprompted
3、therapiddevelopmentoftheautomotiveaftermarket,inordertoimprovecompetitiveness,manydealersareawareoftheimportanceofimprovingcustomersatisfaction.Atthesametimecarservicerequirementsofpeoplehavebecomemoresophisticatedinrecentyears,complaintsonthequalityofautomotiveserviceisincreasingyearbyyear,thecompe
4、titionfromtheautomobi1emarket,salesmarkettwoyearsagotoservicethemarket.Sincetherequirementsoffreecompetition,themonopolybythe1egalandmoralconstraints,enterprisescanmaintainamonopolyconditionsaremoreharsh,facefrompeerswithintheindustryandemergingthreatofsubstitutesisonlyamatteroftime.Customersatisfac
5、tionistheultimatedecisionisstillanimportantfactorincustomerloyalty.Threeerrorsintothebusinessbecause,whilethecustomersatisfactionandcustomerloyaItysimplyequate.TheresuItsofactualobservationisthatonlyclientstoachievecompletesatisfaction,customerloyaltytoensurestability.Thispaperanalyzesthecharacteris
6、ticsofthreeerrors,andin-depthanalysisofcustomersatisfactionintheroleofdifferentcompetitiveenvironment,onhowtoimprovecustomersatisfaction,customerloyaltymanagementstrategyfortheanalysis.4Sshopisacarsales,maintenance,sparepartsandinformationservicesasoneofthesalesshop.4Sshopmodelinrecentyearsdeveloped
7、veryfastinthecountry.4Sshopintheautomotiveindustryistheautomobi1emanufacturersinordertomeetcustomerdemandintheservicelaunchedabusinessmodel.4Sshopintheheartofthemeaningof"carservicesolutionforlife.，zA
