Abstract
With the increasing intensification of the international and domestic market competition in automotive industry, the after-sales service has become a major profit source in the automotive industry. Repairs and maintenance are an important part in the after-sales service, it directly determines customers' satisfaction and loyalty, and the service station is the main bearer of this link. How to evaluate performance of the service station, and choose better service stations for vehicle manufacturers, and improve customers’ satisfaction, has become a more valuable research topic. This paper, for the automotive aftermarket repair and maintenance services, has built a service station performance evaluation index system, and established a service station performance evaluation model by using TOPSIS method based on entropy weight, and made the model instantiated. All of this provides a basis for vehicle manufacturers on selecting service stations.
Published Version
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