Proceedings of the 2017 2nd International Conference on Education, Sports, Arts and Management Engineering (ICESAME 2017)

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

Authors
Xing Wei, Min Yang
Corresponding Author
Xing Wei
Available Online June 2017.
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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Volume Title
Proceedings of the 2017 2nd International Conference on Education, Sports, Arts and Management Engineering (ICESAME 2017)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
June 2017
ISBN
978-94-6252-344-9
ISSN
2352-5398
DOI
10.2991/icesame-17.2017.332How to use a DOI?
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/).

Cite this article

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  -