摘 要
在我国汽车欧亿·体育（中国）有限公司消费模式从‘‘产品为中心”向“以顾客为中心”的转变过程中,
顾客满意度的高低对汽车企业的生存及发展变得至关重要,其中售后服务满意度的高
低已经成为汽车企业在竞争中能否获胜的最关键的因素。
本文以客户满意度为切入点,对影响售后服务满意度的核心要素-服务质量的影响
因素进行全面分析,之后引出“一次修复率”的概念及相关理论,全面分析一次修复
率的影响因素及其对维修质量及顾客满意度的影响。
通过对一汽-大众汽车有限公司一次修复率的管理模式的研究,分析其一次修复率
的管理模式,并提出优化和改进建议,通过科学的制定提升措施来确保一次修复率持
续稳定提高,最终来提升品牌顾客满意度。
关键词:一汽-大众客户满意度一次修复率重复维修

ABSTRACT

In the transition process of China's automobile industry consumption pattern from

‘product-centric’ to ‘customer-oriented,,the customer satisfaction has been the key to the

survival and development of the automobile enterprises, and the after sales satisfaction is the

most important one in all factors.

This paper, taking the customer satisfaction as the breakthrough point, is a

comprehensive analysis of the factors which affect tibe core elements of the after sales

satisfaction service quality. And then if 11 give the definition of 'Fix at First Visit,and the

related conception, generally analyze the factors which affect FFV and even the service

quality and customer satisfaction.

Through researching the FAW-VW FFV management, it'll analyze the FFV

management pattern, and give the optimization and improvement suggestions. And ensure

the sustained and stable increase of FFV by scientific improvement measures, and at last

enhance the brand of customer satisfaction.

Key words: FAW-VW Customer Satisfaction Fix at First Visit Repeated repair