Modeling After-Sale Service Capacity and Service CapabilitiesAnalysis for the Automobile Service Station

On the basis of the analysis of the present service processes and data analysis method ofautomobile service station, the service capability elements of service station are researched and defined. Theservice capability model is build and calculated base on the structural equation models and the maximum likelihoodmethod by using after-sale service data of one automobile 4S shop. The quantitative relationships model among theservice capability elements is built and the quantitative impacts of these elements on customer satisfaction arereflected. According to the above research, the relative suggestion is put forward to improve the service quality andcustomer satisfaction purposefully, and the suggestion has been accepted by some 4S shop showing better results.