자동차 A/S센터의 업무환경 품질이 직원만족, 서비스가치 및 고객만족에 미치는 영향

초록

With the changes in the value chain of the automotive industry, after-sales service has become a new source of value for the automotive industry. This study is aimed to look into the correlation between employees and customer-related factors (work environment quality, employee satisfaction, service value, and customer satisfaction) in automotive A/S centers, accordingly putting forward effective suggestions for the management strategies of such centers. In this study are set the research variables and questionnaires based on previous studies. For the purpose of data acquisition, a questionnaire survey has been carried out for about 20 days since June 27, 2021. The representative A/S centers of 5 automobile brands (Volkswagen, BMW, Benz, Audi, Toyota) more well-known in Qingdao, China were selected as the respondents. The survey was conducted on the employees of the A/S centers and their served customers and the empirical analysis was given to the one-to-own data corresponding to a total of 260 employees and customers. The analysis results reveal that: the three variables of work environment quality(i.e. support facility, teamwork and communication, evaluation and education) have a significant effect on employee satisfaction, employee satisfaction has a significant effect on service value and service value has a significant effect on customer satisfaction. In this study, the mastery of the correlation between the employees of automobile A/S centers and customer-related factors teaches the management of such centers which part needs to be highlighted when providing the quality of the working environment for employees, and provides strategic suggestions for the future resource investment scheme related to improving the external customers’ interests and reducing internal costs.

키워드