汽车 4S 店顾客满意度的问题及措施研究摘要：顾客满意度一直是企业和商家普遍关注的一点问题，顾客满意度对顾客的消费行为和消费质量以及企业的品牌形象都起到至关重要的作用，企业只有将顾客满意度维持在良好的水平，才能进一步发展自身的品牌和品牌的知名度。本文将以汽车 4S 店为研究对象，通过实证分析和数据分析，说明顾客满意度对其发展的影响和提出提高顾客满意度的建议。关键词：汽车 4s 店；顾客满意度；提高策略Abstract: Customer satisfaction has been a problem at companies and businesses of common concern, customer satisfaction for the quality of consumer behavior and consumer and corporate brand image plays a crucial role in the enterprise customer satisfaction will only maintained in good level, in order to further develop their own brands and brand awareness. This will be auto 4S shop for the study, data analysis and empirical analysis shows the impact of customer satisfaction and improve customer satisfaction make recommendations for its development.Keywords: car 4s shop; customer satisfaction; improve policy目 录一、研究背景与意义...................................1（一）研究背景.........................................................................................1（二）研究的内容.....................................................................................1（三）课题的意义.....................................................................................1二、顾客满意度的概述.................................2（一）顾客满意度的界定.........................................................................2（二）顾客满意度与服务质量的关系.....................................................2三、汽车 4s 店市场分析................................2（一）汽车 4s 店服务现状........................................................................2（二）存在满意度的问题.........................................................................2四、汽车 4s 满意度问题分析...............
