| Summary: | 碩士 === 國立彰化師範大學 === 會計學系 === 107 === Taiwan's auto industry's dealer market has two main profit streams, which are new car marketing, and the after-sales service; The auto dealer's new car marketing face is fiercely competitive, in order to reach the agent to set the number of new car sales The goal is often to cut prices and competition, resulting in low sales gross profit; therefore, whether the after-sales service can effectively undertake and accumulate new car customers, reduce the customer churn rate, continuously expand the number of after-sales service into the factory, and continue to create stable for the distribution company. profit? It is the key to whether a car dealership can continue to operate. How does the after-sales service department effectively undertake and accumulate the retention of new car customers, reduce the customer churn rate, and continuously expand the number of sales and service units, and continue to create stable profits for the distribution company? This is the main motivation for this study.
This study analyzes the customer's after-sales service department for the case company. Does the customer designate the technician before entering the factory? Is there a significant difference between the performance of the designated technician and the designated technician? What is the satisfaction of the survey after returning to the factory and the gross profit of the consumer? In view of the above research projects, it is expected to provide reference to the after-sales service management system of major automobile service factories.
The conclusion of the study shows that the customer who returns to the factory through the designated technicians has higher customer satisfaction than the customers who return to the factory without the designated technician, and can increase the work order gross profit of the customer returning to the factory. Therefore, it is recommended that operators can implement the "Designated Technician (Personalized Service) System" in service factories to enhance their competitiveness, profitability and sustainable operation after upgrading their service quality and customer satisfaction.
|
|---|
