Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report
Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report
UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessUEIIklSBIntemodono’ Sihool 0*Huynh Nhat TanREDRESS FOR SERVICE ADVISOR RESPON Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report NSIVENESS AND ITS IMPACT ON CUSTOMER SATISFACTION:A MAZDA VIETNAM REPORTMASTER OF BUSINESS ADMINISTRATIONHo Chi Minh City - Year: 2020RESPONSIVENESS OF SERVICE ADVISORRedress for Service Advisor Responsiveness and Its Impact on Customer Satisfaction: A Mazda Vietnam Report.Contents:1IntroductionPage Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report 22Sers ice Quality And Customer SatisfactionPage 532018 Vietnam Customer Sen ice Index (CSI)Page 74The Existence and Importance of Central ProblemPagLuận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report
e 125Potential cause - ResponsivenessPage 156Solution and Action PlanPage 207ReferencesPage 238AppendixPage 311RESPONSIVENESS OF SERVICE ADVISORI. IntUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessUEIIklSBIntemodono’ Sihool 0*Huynh Nhat TanREDRESS FOR SERVICE ADVISOR RESPON Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report s exceeded 100 thousand units, and sales of the new car increase rapidly every year at the speed of tens of thousands of vehicles. The automotive after-sales service market is about four times ahead of the market, particularly in the USA. this digit is more than five times a year (Sellitto et al. 20 Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report 10). In fact, the after-sales service income accounts for 60 percent to 70 percent of the entire automotive industry chain’s overall profits. AutomotiLuận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report
ve after-sales service cart be sard to be the most reliable benefit in the automotive industry chain. In our 3S market, the ratro of new cars and old UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessUEIIklSBIntemodono’ Sihool 0*Huynh Nhat TanREDRESS FOR SERVICE ADVISOR RESPON Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report attention to the sales number, but lack the commitment to after-sales service and do not have the thought of serving clients in full Some automotive after-sales service providers pay more attention to the benefit created by changing automobile parts while offering service to car owners, but not sta Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report rt from the prospective customer, carefully analyzing faults and reasons and recommending a random change of auto parts. Whilst users take advice withLuận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report
out understanding the car's practical health situation, their legitimate rights arrd interests were damaged (Ramaswamy. 2000). But after-sales sendee UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessUEIIklSBIntemodono’ Sihool 0*Huynh Nhat TanREDRESS FOR SERVICE ADVISOR RESPON Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report well as the progress of the customer demand layer. On the other hand, since there are various car manufacturers, there are other suppliers for the corresponding after-sales sendee for the vehicle, and the tiend mixed with good and bad is inevitableRevenue (Unit: USD)2017Target of 2018Actual 2018Cust Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report omers Under-Warranty26.012.903.2328.614.193.5531.475.612.90c ustomer Expired-Warranty49.548.387.1054.503.225.8144.692.645.16Casual Customer24.774.193.Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report
5527.251.612.9028.614.193.55Total100.335.483.87110.369.032.26104.782.451.61Mazda Vietnam. Revenue of Service Department in 20182RESPONSIVENESS OF SERVUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessUEIIklSBIntemodono’ Sihool 0*Huynh Nhat TanREDRESS FOR SERVICE ADVISOR RESPON Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report mer Expired Warranty (CEW). and Casual Customer (CC). In 2017. Mazda Vietnam achieved around 100 million USD as the revenue of the service department. Among them. CEW contributed the largest proposition with 49 million USD. accounted for 49 percent CUW achieved 26 percent and the rest came from cc. Luận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report In 2018. Mazda Vietnam had expanded the authorized network, raising its total number of the service center to 40. Chairman's ambition was to place anLuận văn thạc sĩ redress for service advisor responsiveness and its impact on customer satisfaction a mazda vietnam report
authorized center in every province in Vietnam by 2020 However, the revenue of 2018 recorded a sharp decline by 5% despite upgrading the facility or iUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessUEIIklSBIntemodono’ Sihool 0*Huynh Nhat TanREDRESS FOR SERVICE ADVISOR RESPONUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessUEIIklSBIntemodono’ Sihool 0*Huynh Nhat TanREDRESS FOR SERVICE ADVISOR RESPONGọi ngay
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