Evaluation of customer satisfaction in automobile after-sales service based on grey incidence analysis

With rapid development of automobile industry in China, after-sales service market has captured both enterprises and scholars´ attention, and has been a new advantage for competition. In this paper, convenience, response, waiting time, maintenance quality and etc. characterize of after-sale service in automobile industry, the new measurement model of customer satisfaction in after-sale market is proposed, and an empirical study in automobile industry is constructed. The result shows the model is simple and high-efficiency, reveals issues clearly even with poor data, and provid.es decision supports for after-sales management.