CAJ | 학술논문

基于绩效感知服务质量模型和SERVPERF服务质量量表，依据汽车售后服务核心流程，设计售后服务质量的评价指标体系，在此基础上形成调查问卷；利用专门设计的问卷进行数据收集；选取熵权法确定各评价指标体系的权重，建立汽车售后服务质量综合评价模型。利用该模型对某汽车4S店售后服务质量进行了综合评价，评价结果与实际情况相符。在对原始数据进行描述性分析的基础上，找出影响服务质量的原因，并提出相关改进措施。
기우적효감지복무질량모형화SERVPERF복무질량량표，의거기차수후복무핵심류정，설계수후복무질량적평개지표체계，재차기출상형성조사문권；이용전문설계적문권진행수거수집；선취적권법학정각평개지표체계적권중，건립기차수후복무질량종합평개모형。이용해모형대모기차4S점수후복무질량진행료종합평개，평개결과여실제정황상부。재대원시수거진행묘술성분석적기출상，조출영향복무질량적원인，병제출상관개진조시。
Based on service quality evaluation model and quality of service scale ( SERVPERF) , a service quality evaluation index system and the survey questionnaire are designed in this paper according to the core processes of 4S shop’ s after-service. A survey questionnaire was used to collect data. The right service quality evaluation system’ s weight was determined with entropy method, and a comprehensive evaluation model was built based on fuzzy evaluation for evaluating service quality of a 4S shop. The evaluation results were consistent with the fact. Through analyzing of initial data, some reasons, which influence the service quality, could be found and various proposals were put forward for improved service quality.