中文摘要：

随着微利时代的到来,通过提高客户满意度来发掘售后服务价值已经成为各厂商在激烈竞争的市场中获胜的关键。基于此,本文构建了汽车后服务业客户满意度评价指标体系,通过问卷调查,实证分析了汽车后服务业的客户满意度情况,并提出了提升客户满意度的策略。本文创新点在于MOT测评点价值贡献——差距散点图,运用图的形式解读客户满意度,有很大的可操作性。

英文摘要：

With the coming of low-profit era, how to explore the value of the after-sale service of automobile through the improvement of customer satisfaction has been the key to winning in the highly competitive market. In this paper, the author built the index system of customer satisfaction for after-sale service of automobile and empirical studied the customer satisfaction of China＇s after-sale service of automobile through the questionnaire survey. Finally, the author gave some strategies on how to upgrade the customer satisfaction.