Evaluation of customer satisfaction in automobile after-sales service based on grey incidence analysis

机译：基于灰色发病率分析的汽车售后服务客户满意度评价

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with rapid development of automobile industry in china, after-sales service market has captured both enterprises and scholars' attention, and has been a new advantage for competition. In this paper, convenience, response, waiting time, maintenance quality and etc. characterize of after-sale service in automobile industry, the new measurement model of customer satisfaction in after-sale market is proposed, and an empirical study in automobile industry is constructed. The result shows the model is simple and high-efficiency, reveals issues clearly even with poor data, and provides decision supports for after-sales management.

机译：随着中国汽车工业的快速发展，售后服务市场捕获了企业和学者的关注，并为竞争的新优势。在本文中，方便，响应，等待时间，维护质量等。售后服务在汽车工业中的特征，提出了售后市场的客户满意度的新测量模式，构建了汽车工业的实证研究。结果表明该模型简单且高效，即使数据差，也明确揭示了问题，并为售后管理提供了决策支持。

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《IEEE International Conference on Systems, Man and Cybernetics》|2008年||共4页
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中图分类自动控制理论;
关键词
After-sales; Automobile; Customer Satisfaction; Grey Incidence;

机译：售后服务;汽车;客户满意;灰病发病率;

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Evaluation of customer satisfaction in automobile after-sales service based on grey incidence analysis

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