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

Author

Jian-ling, Wang ; Si-feng, Liu ; Yuan-qi, Wang ; Nai-ming, Xie

Author_Institution

Econ. & Manage. Coll., Nanjing Univ. of Aeronaut. & Astronaut., Nanjing

fYear

2008

fDate

12-15 Oct. 2008

Firstpage

2386

Lastpage

2389

Abstract

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.

Keywords

automobile industry; customer satisfaction; grey systems; maintenance engineering; sales management; after-sales management; after-sales service market; automobile after-sales service; automobile industry; customer satisfaction; grey incidence analysis; maintenance quality; measurement model; Aerospace industry; Automobile manufacture; Cities and towns; Customer satisfaction; Educational institutions; Extraterrestrial measurements; Industrial economics; Time factors; Time measurement; Vehicles; After-sales; Automobile; Customer Satisfaction; Grey Incidence;

fLanguage

English

Publisher

ieee

Conference_Titel

Systems, Man and Cybernetics, 2008. SMC 2008. IEEE International Conference on

Conference_Location

Singapore

ISSN

1062-922X

Print_ISBN

978-1-4244-2383-5

Electronic_ISBN

1062-922X

Type

conf

DOI

10.1109/ICSMC.2008.4811651

Filename

4811651