黑龙江大学毕业论文题目：辽宁鑫卡迪4S店服务质量测评及改进对策专业：班级：学生姓名：指导教师：摘要汽车服务业作为汽车业必不可少的服务性支柱与保障，对于汽车业的稳定、持续健康发展具有至关重要的作用。近年来随着汽车制造业及汽车消费市场在我国的迅速发展，整个汽车行业的流通体制发生了巨大的变化。汽车销售由原来的厂家设立子公司直销及总代理制转变为大量的品牌汽车4S专卖店。在2002年汽车销售井喷后，大量的汽车4S店拔地而起，绝大部分厂家已经把建立汽车4S店作为自己的主流销售渠道，汽车4S店的竞争变得激烈。在这种激烈的市场竞争的情况下，提高服务质量水平，实现顾客满意已成为汽车4S店的重要目标和使命。服务质量水平的高低，只有通过科学的测评方法才能发现存在的不足和问题，才能为以后服务质量的改进和完善指明方向。本文首先对国内外服务质量研究现状、服务质量相关理论和测评方法等方面进行研究分析，并大体阐述我国汽车4S店的发展现状和存在的问题。其次根据SERVQUAL服务质量测评方法设计问卷，对辽宁鑫卡迪4S店的服务质量进行测评。从可靠性、响应性、保证性、移情性和有形性五个方面分析汽车4S店的服务质量要素，分析该店的服务质量现状，结合分析结果提出改进对策和建议。关键词：服务业；汽车4S店；测评方法；服务质量；改进对策ABSTRACTAsthecarservicingbusiness’snecessaryservicesupporting,carindustryplaysanimportantroleforitsstability,sustainableandhealthydevelopment.Withtherapiddevelopmentofautomobileandtheexpansionofautomotiveneedinrecentyear,thesalesystemofautomobileindustryhaschangedimmensely.Manyautomobile4Sdepartmentsarisetosellcarsinsteadofthesaleofproducer.Afterthesaleofcarisveryprosperityin2002many4Sdepartmentsarebuilt.Theautomobileproducerhasthought4Stheirchiefchannelofsale.Thecompetitionbecomesintense.Soimprovingtheservicequalitylevelandachievingcustomersatisfactionhasbecomestheautomobile4Sdepartment’smaingoal.Onlybyscientificallyevaluatingtheservicequalityyoucanfindouttheproblemsandthedirectionofimprovementforthefuture.Firstlythispaperanalysestheactualitiesoftheservicequalityinhomeandabroadandservicequalityevaluationtheoryetc.,andexpatiatesthedevelopmentactualitiesandproblemsofautomotive4SdepartmentinChina.Secondlyitestablishestheevaluationmodelofservicequalitytodesignquestionnaire,carriesonservicequalitytomeasuretoreviewtoXinKaDiautomobile4SdepartmentofLiaoNing.Thispapercompletelyunderstandsthefactorsofautomobile4Sdepartmentservicequality,includingreliability,response,conviction,empathy,andtangibility.Itappliesthe4Sdepartment’sservicequalityactualityandmakessomeadvice.Keywords:ServicingBusiness；Automobile4SDepartment；EvaluationMethods；ServiceQuality；ImprovingMethods目录摘要................................................................IABSTRACT...............................................................II第1章绪论.........................................................11.1背景.............................................................11.2研究目的及意义...................................................21.2.1研究的目的.................................................21.2.2研究的意义.................................................21.3国内外对服务质量的研究现状.......................................21.3.1国外研究现状...............................................21.3.2国内研究现状...............................................31.4国内外汽车4S店发展现状..........................................51.4.1国外汽车4S店特点..........................................51.4.2国内汽车4S店现状................................