| Summary: | 碩士 === 樹德科技大學 === 資訊管理系碩士班 === 106 === After our countryenter the WTO, the competition in the automobile industry has become increasingly fierce. Commercial vehicles continue to grow and sell in Taiwan along with the new bustling market. The medieval market has continued to grow. Maintenance, testing, and vehicle rescue have caused new problems in the auto market. This paper focus on "Customer Satisfaction", "Service Confidence", "Reliability", "Service Etiquette", " Facilities Experience", "Customer Performance" six items in the commercial and maintenance industry as the service procedures for heavy commercial repairsand improve customer relationship management, strengthen maintenance and service quality, create product and service value, and then increase customer satisfaction and brand loyalty, in order to obtain sustainable operating and maintenance profits.
In this study, in order to understand the customer''s satisfaction with commercial vehicle maintenance and after-sales service, an empirical study of the questionnaire survey was conducted to investigate whether there was a significant relationship between commercial vehicle satisfaction and after-sales service satisfaction. The relationship between commercial vehicle satisfaction and after-sales service satisfaction was discussed separately. .
The study found that customer satisfaction in heavy commercial vehicle repair shops (positive word-of-mouth), (willingness to return to the plant), (willingness to recommend), satisfaction due to different degrees of education and occupational support is established, so the maintenance plant, in terms of site equipment and after-sales service, we need to do improvement and refinement so that indirect influences (positive word of mouth), (willingness to return to the factory), (willingness to promote) and other facets projects will be indirectly affected so that customers can experience heavy commercial repairs. The satisfaction of the factory.
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