Title :
The Evaluation of After-sales Service Quality of Cars Based on AHP-BP
Author :
Dai, Jinghui ; Jiang, Yan
Author_Institution :
Univ. of Shanghai for Sci. & Technol., Shanghai, China
Abstract :
Through constructing the evaluation system of after-sales service quality of cars and applying solution model of AHP-BP neutral network, this paper comprehensively evaluates the after-sales service quality of 4S shops, and indicates that when the figure is higher, the comprehensive performance is better, when the figure is lower, the comprehensive performance is worse. So, the 4S shop of lower figure needs to improve. The example shows that the theory is effective and feasible.
Keywords :
automobile industry; backpropagation; neural nets; quality of service; sales management; AHP-BP neutral network; after sales service quality of cars; automobile industry; backpropagation neural network; comprehensive performance; Automotive engineering; Customer satisfaction; Indexes; Maintenance engineering; Mathematical model; Standardization; Training; After-sales Service Quality; Analytic Hierarchy Process; BP Neural Network; Customer Satisfaction; Evaluation Index System;
Conference_Titel :
Intelligent Computation Technology and Automation (ICICTA), 2012 Fifth International Conference on
Conference_Location :
Zhangjiajie, Hunan
Print_ISBN :
978-1-4673-0470-2
DOI :
10.1109/ICICTA.2012.92
