基于GAP模型的轿车售后服务质量评价研究

摘要

在汽车售后服务质量理论研究的基础上,结合"GAP模型"和"SERVQUAL测量工具",采用层次分析法建立轿车售后服务质量评价模型.应用该模型对上海通用轿车售后服务质量进行评价.研究表明,售后服务质量与相应的服务费用是影响顾客满意度的主要因素.%On the basis of theoretical research on vehicle post-sale service quality, a model for evaluating post-sale service quality is established by using analytic hierarchy process, combined with “GAP model" and “SERVQUAL measurement tool".The model is applied to the evaluation on the post-sale service quality of Shanghai GM cars.It is also shown in evaluation that post-sale service quality and service cost are the main factors affecting customer satisfaction.