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XXXXXXX本科毕业设计题目：汽车4S店客户关系管理学院:机械自动化学院专业:工业工程学号:学生姓名:指导教师:日期:二○一七年六月武汉科技大学本科毕业论文I摘要人类社会现在已经逐步进入服务型的经济时代，企业也面临着激烈的竞争。从以前单纯的产品质量对客户满意度的影响，已经逐渐转换到了企业的综合质量对客户满意度的影响。客户满意度受到各个企业的日益重视。“以客户为关注焦点”是竞争的必然选择。本文以天津宝马汽车销售服务有限公司为研究对象。文中主要利用的是层次分析法，并且了解了客户满意度相关理论。紧接着研究客户的特点，利用层次分析法的知识建立了天津宝马汽车销售服务有限公司的评价指标体系，并通过在客户关怀部的抽样统计，根据客户的回访确立指标权重，分析出影响满意度的因素之间的关系。通过真实有效的信息得到了客观的宝马公司的情况和数据，根据这些调查数据，最后对影响因素做出了满意度统计与分析，并针对性地提出改进措施。通过对天津宝马汽车销售服务有限公司的客户满意度调查，希望能通过这些数据能更深入的了解该行业目前的状况和经营水平，进而能让宝马公司制定有效的经营策略，使其在同行业中保持较强的竞争力。并同时希望能为汽车行业的发展提供一些启发和借鉴的作用，使该行业朝更好的方向发展。关键字：客户满意度；天津天宝；层次分析武汉科技大学本科毕业论文IIAbstractSocietyhasgraduallyenteredservicetypeeconomicage,enterprisesarealsofacingfiercecompetition.Fromtheprevioussimpleproductqualityontheimpactofcustomersatisfaction,hasgraduallyshiftedtotheoverallqualityoftheenterprise'simpactoncustomersatisfaction.Customersatisfactionbythegrowingattentionofvariousenterprises.Customerfocusistheinevitablechoiceofcompetition.ThispapertakesTianjinBaomaAutomobileSales&ServiceLimitedcompanyastheresearchobject.Firstunderstandthetheoryofcustomersatisfaction,andatthesametimelearntheAnalyticHierarchyProcess.Then,theevaluationindexsystemofTianjinBaomaAutomobileSales&ServiceLimitedcompanywasestablishedbyusingtheknowledgeoftheAnalyticHierarchyProcess.Throughthesamplingstatisticsofthecustomercaredepartment,theindexweightwasestablishedaccordingtothecustomer'sreturnvisit,Therelationshipbetweenthefactors.Throughtherealandeffectiveinformationtogettheobjectiveofthecompany'ssituationanddata,throughthesesurveydata,andfinallytothefactorsofsatisfactionwiththestatisticsandanalysis,toexplorethefactorsthataffectcustomersatisfaction,andputforwardtheimprovementmeasurestargeted.ThroughtheTianjinBaomaAutomobileSales&ServiceLimitedcompanycustomersatisfactionsurvey,hopingthroughthesedatacanbemoreunderstandingoftheindustry'scurrentsituationandoperatinglevel,deeper,andthenallowthecompanytodevelopeffectivebusinessstrategytomakeitinthesameindustry.Tomaintainastrongcompetitiveedge.Andatthesametimehopeforthedevelopmentoftheautomotiveindustrytoprovidesomeinspirationandreferencetotheroleoftheindustrytowardsabetterdirection..Keyword:CustomerSatisfaction;TianjinTianbao;AnalyticHierarchyProcess武汉科技大学本科毕业论文III目录1绪论......................................................................................................................................11.1天津宝马客户满意度选题背景...........................................................................11.2满意度的研究目的及意义...................................................................................11.3文章结构...............................................................................................................12天津宝马客户满意度研究综述..........................................................................................32.1客户满意度的理论...............................................................................................32.1.1研究客户的范围....................................................................................32.1.2客户满意度理论....................................................................................32.2天津宝马客户满意度研究研究现状...................................................................33客户满意度模型及测评体系..............................................................................................53.1天津宝马客户满意度模型概况...........................................................................53.1.1评价满意度的模型................................................................................53.1.2满意度的测评对天津宝马公司的意义................................................63.2层次分析法...........................................................................................................63.2.1方法优势................................................................................................73.2.2操作的步骤............................................................................................74满意度评价体系及确定权重............................................................................................104.1满意度评价体系.................................................................................................104.1.1体系的构建原则..................................................................................104.1.2指标的选取..........................................................................................10武汉科技大学本科毕业论文IV4.1.3指标体系的确定..................................................................................104.2确立客户满意度指标权重.................................................................................104.2.1权重设计及矩阵构造..........................................................................104.2.2一致性检验..........................................................................................144.2.3各层次权重计算..................................................................................154.2.4指标权重排序......................................................................................155天津宝马客户满意度测评结果分析................................................................................175.1满意度的测评.......................................................