The Performance Analysis of Automobile Dealers ─The Case of Automotive Service Shops of Y Company in Taiwan

• Main Authors: Wu, Cheng-Jung, 吳爭融
• Other Authors: Lin, Grace
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/83148802598131376351

碩士 === 國立交通大學 === 管理學院科技管理學程 === 100 === The after-sale market in Taiwan Automobile Industry is much more competitive than before due to the advanced consuming perception during these years. Therefore, the workshop management plays an important role at the present time. Entering into the car repair and maintenance industry is not difficult, but requires highly professional and complicated skills. In the past, the authorized workshops and private-owned auto repair garages dominate the industry. Nevertheless, after evolution of the market structure years by years, the new types of the running style are starting to emerge: franchised repair centers, extremely large-scaled authorized after-sale service centers and extremely small-scaled garages. Furthermore, due to the convenience of the Internet, customers can easily acquire a variety of information about auto repair and maintenance, which changes the consuming style. Consumers can easily know the price and the service process through many different channels, such as internet and service providers. That brings the new impacts and challenges, the car repair service runners need to confront. Data Envelopment Analysis（DEA） has been widely applied to evaluate the inputs and outputs. The analysis not only provides an overall evaluation of the organization but also a direction for improvement. It is a more favorable method among others, including Ratio Analysis, Multi-goal Measurement Analysis, Regression Analysis, Relation Analysis, Multiple Regression Analysis, and Analysis of Variance. This study examines the operational performance of 11 automotive workshops of Y Company in Taiwan by implementing the Data Envelopment Analysis（DEA）approach as regards Malmquist Index. This study discovers the key inputs and outputs to analyze the efficient value of the 11 automotive workshops of Y Company in Taiwan and further to acknowledge the reasons why every automotive workshop of Y Company has different operational efficiency. The result of this study can be regarded as the reference of the automotive workshops managements.