The Impact of car maintenance procedurere-engineering on Customer Satisfaction

• Main Authors: Tu-Ching Yi, 易圖清
• Other Authors: Chin-Shan Lu
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/17071080558006315909

碩士 === 國立成功大學 === 高階管理碩士在職專班 === 93 === 　The customer satisfaction change arises from the competition of the top five brands motor companies (Nissan, Toyota, Mitsubishi, Ford, Mazda) in Taiwan. Especially, a good service can increase customer satisfaction , conversely, a bad service will decrease customer consumption again. The relationship between the customer satisfaction and car maintenance procedure is an index of the business in automobile service shop (or company). Thus, this research aims to investigate the relationship between car maintenance procedure and customer satisfaction based on a case of China Motor Company (CMC) Dealer. The findings of this study indicate that car maintenance procedure significantly affecting customer satisfaction and business profit. This study suggests automobile service shop (or company) should not only be enhanced car maintenance, but also should be created the value of car sales and service. It is certain that some discussions and direction for automobile services shop（or company） are given in this study.