A study of the relationship between workshop service process and customer satisfaction -Using a Swedish Motor Company's Tainan branch workshop as an example
| Autor: | LEE CHIN HO, 李清河 |
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| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 99 Changes of the economic environment in recent years has made car industry more competitive, customer satisfaction is not only an important indicator of all services, it is also a major indicator to all businesses, Car repair workshop is no exception because customer satisfaction not only affects workshop’s revenue, but also affects the reputation of the brands and automotive sales. To increase customer satisfaction of car brand, a good quality of product and good after service system are both needed. Service process of workshop is the key to win customer satisfaction, so making and executing a good service process in workshop are very important to workshop manager. It affects efficiency and cost of workshop internally and has major effects of customer satisfaction and business revenue externally. As long as all service processes are exactly executed, and pay attention to every customer's needs and exceed customer expectations, workshop’s competitiveness will be enhanced and be upgraded to an unbeaten Land in highly competitive market, For the reference of workshops, the study discuss and offer recommendations to workshop which will enhance customer satisfaction, can help increase the value of car maintenance and car sales. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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