基于绩效感知服务质量模型和SERVPERF服务质量量表，依据汽车售后服务核心流程，设计售后服务质量的评价指标体系，在此基础上形成调查问卷；利用专门设计的问卷进行数据收集；选取熵权法确定各评价指标体系的权重，建立汽车售后服务质量综合评价模型。利用该模型对某汽车4S店售后服务质量进行了综合评价，评价结果与实际情况相符。在对原始数据进行描述性分析的基础上，找出影响服务质量的原因，并提出相关改进措施。%Based on service quality evaluation model and quality of service scale ( SERVPERF) , a service quality evaluation index system and the survey questionnaire are designed in this paper according to the core processes of 4S shop’ s after-service. A survey questionnaire was used to collect data. The right service quality evaluation system’ s weight was determined with entropy method, and a comprehensive evaluation model was built based on fuzzy evaluation for evaluating service quality of a 4S shop. The evaluation results were consistent with the fact. Through analyzing of initial data, some reasons, which influence the service quality, could be found and various proposals were put forward for improved service quality.
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