| Summary: | 碩士 === 中華大學 === 企業管理學系 === 107 === After Taiwan's entry into the WTO, China's auto sales industry has significantly reduced import tariffs and lifted import restrictions. For the domestic auto industry, it reduces the competitiveness of imported cars. The competition between automobile sales companies is fierce, and the competition between domestic automobiles and imported automobiles is becoming more and more heated. The key to success is how domestic automobile companies can effectively establish a good relationship with customers and maintain a long-term relationship.
There are many articles about service quality, but there are few empirical studies about the original automobile service factory. This study thinks that the maintenance capacity and hardware and software facilities of the original automobile service factory may affect the relationship between the two parties and customer satisfaction. Therefore, the customer of Hsinchu automobile service factory is the research object.
By means of regression analysis, the hypothesis is verified, and the conclusion is that the service quality of service factory and the hardware and software facilities in service factory will affect customer satisfaction, hoping to help the maintenance and operation of automobile service factory.
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