QFD Analysis and Case Research for After-sales Service Quality of the Automobile 4S Store

DOI

10.2991/icesame-17.2017.332How to use a DOI?

Keywords

4S store ,after-sales service, quality function deployment(QFD),Quality House.

Abstract

This paper applies the Quality Function Deployment (QFD) Method to the analysis on after-sales service quality of the automobile 4S store. With the case of 4S store, the model of customer demand for after-sales service quality has been established based on the theory of SERVQUAL; the weight of customer demand has been obtained with AHP method, and the capability evaluations on market competitiveness and technical competitiveness have been made to determine elements for after-sales service; then, the Quality House of after-sales service of 4S store has been built; finally, the key demands for after-sales service quality are put into specific departments to find critical factors affecting after-sales service and put forward some suggestions for improvement. The research in the paper is of great significance to improvement of after-sales service quality of 4S store.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Xing Wei
AU  - Min Yang
PY  - 2017/06
DA  - 2017/06
TI  - QFD Analysis and Case Research for After-sales Service Quality of the Automobile 4S Store
BT  - Proceedings of the 2017 2nd International Conference on Education, Sports, Arts and Management Engineering (ICESAME 2017)
PB  - Atlantis Press
SP  - 1554
EP  - 1565
SN  - 2352-5398
UR  - https://doi.org/10.2991/icesame-17.2017.332
DO  - 10.2991/icesame-17.2017.332
ID  - Wei2017/06
ER  -