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论文编号：	10716
作者编号：	2120153014
上传时间：	2018/12/9 10:02:14
中文题目：	CBH汽车维修公司服务质量管理研究
英文题目：	Research on service quality management of CBH automobile maintenance company
指导老师：	石鉴
中文关键字：	汽车维修；服务质量；质量管理体系；质量功能展开
英文关键字：	automobile maintenance, quality of service, quality management system, quality function deployment
中文摘要：	目前，汽车维修服务是汽车行业中重要的组成部分，汽车维修公司的核心业务则是汽车维修服务，汽车维修服务关系着产品的质量以及完整性，最重要的是与顾客的满意度有着密切的联系。目前，国内的汽车维修市场处于发展中期，并没有建立相对完善标准的体制，如何在众多的竞争对手中脱颖而出，这是当前众多汽车维修公司所面临的难题。随着社会经济的发展，服务行业发展逐渐往细致化方向靠拢，顾客对服务的标准要求越来越高，因此，汽车维修公司想要增加市场份额，就要提供给顾客更好的服务质量。但是，大多数汽车维修公司在维修服务中存在着很多的管理问题，只有针对性的解决所出现的管理问题，才能够吸引到更多的顾客。 本文通过对质量功能展开（QFD）进行方法研究和理论研究，并将其运用在汽车维修公司的服务质量上，再结合其他的服务质量评价分析法以及服务运营管理理论等，对改进汽车维修公司的维修服务质量进行研究。在研究过程中将CBH汽车维修公司作为例子，分析CBH汽车维修公司目前的服务现状以及运营问题，并通过问卷调查、深度访谈等方法采集顾客的期望需求信息，并相应的建立一个以顾客需求为衡量标准的质量屋模型，质量屋模型中的顾客满意度指标是根据问卷调查结果显示的顾客需求所设定。构建质量功能展开（QFD）得到顾客需求重要度，问卷调查得到顾客满意度，将顾客需求重要度和满意度相结合以寻求在汽车的维修服务过程中顾客所期望的服务与现实中顾客感知服务之间的差距，并采取相应的措施解决两者之间的差距，以达到汽车维修公司的发展需求。 本文将会在前人已经研究得出的理论基础上继续对CBH汽车维修公司在运营管理以及服务质量上做出一些调整，完善CBH汽车维修公司的服务质量，并建立相应的顾客反馈机制，目的是提高顾客的满意度。
英文摘要：	At present, automotive maintenance service is an important part of automotive industry, automotive maintenance company's core business is automotive maintenance service, automotive maintenance service is related to the quality and integrity of products, the most important thing is to have a close relationship with customer satisfaction. At present, the domestic automobile maintenance company market is in the middle of development, and has not established a relatively perfect standard system. How an automobile maintenance company stands out among the numerous competitors is a difficult problem faced by many automobile maintenance companies. With the development of society and economy, the service industry is becoming more and more meticulous. Customers are demanding higher and higher standards of service. Therefore, if automobile maintenance companies want to increase market share, they must provide better service quality to customers. There are a lot of management problems in the maintenance service of automobile maintenance company, which can solve the management problems and attract more customers. In this paper, the quality function deployment (QFD) is studied theoretically and methodologically in order to improve the service quality of automobile maintenance companies. The QFD is applied to the service quality of automobile maintenance, and other service quality evaluation methods and service operation management theories are combined. In the course of the study, CBH automobile maintenance company is taken as an example to analyze the current service status and operation problems of CBH automobile maintenance company. The information of customers'expectations is collected by means of questionnaire survey and in-depth interviews, and a house of quality model is established based on customer needs. The customer satisfaction index is set according to the customer demand according to the survey results. Quality Function Deployment (QFD) is constructed to get the importance of customer demand. Questionnaire survey is conducted to get customer satisfaction. Combining the importance and satisfaction of customer demand, the gap between the service expected by customers and the service perceived by customers in the process of vehicle maintenance service is found, and corresponding measures are taken to solve the gap between them. The gap between them is to meet the development needs of automobile maintenance companies. This paper will continue to make some adjustments to the operation management and service quality of CBH automotive maintenance company on the basis of the theory that has been studied by predecessors, improve the service quality of CBH automotive maintenance company, and establish the corresponding customer feedback mechanism, in order to improve customer satisfaction.
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