Original scientific paper

https://doi.org/10.17559/TV-20140402074657

Automotive maintenance quality of service influencing factors

Dragana Velimirović orcid.org/0000-0002-5638-3165 ; High Business School of Professional studies "Čačak", Gradski park 2, 11080 Belgrade, Serbia
Čedomir Duboka orcid.org/0000-0003-2944-2278 ; Faculty of Mechanical Engineering, University of Belgrade, Kraljice Marije 16,11000 Belgrade, Serbia
Predrag Damnjanović ; Faculty of Business Economics and Entrepreneurship, Mitropolita Petra 8, 11000 Belgrade, Serbia

Abstract

Large majority of manufacturers, and among them car manufacturers are the most typical example, recognize more and more the importance of after-sales activities, implementing them into the company core business offer. Automotive maintenance is one of them. The reasons are manifold and to achieve them they need to primarily ensure the high quality of those services.This was the basic reason for initiating the research presented in this work, whose main objective was to define quality factors for assessment of after-sales services in automotive business activities. The paper presents the procedure and the accomplished results of the research. Nine quality factors have been defined and their significance was determined. It is believed that these results could facilitate automotive service station management, since it would primarily analyze and improve those segments that were assessed by users as the most significant.

Keywords

after-sales services; automotive maintenance; quality factors; quality of service

Hrčak ID:

167504

URI

https://hrcak.srce.hr/167504

Publication date:

13.10.2016.

Article data in other languages: croatian

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