Tehnički vjesnik, Vol. 23 No. 5, 2016.
Izvorni znanstveni članak
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
Sažetak
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.
Ključne riječi
after-sales services; automotive maintenance; quality factors; quality of service
Hrčak ID:
167504
URI
Datum izdavanja:
13.10.2016.
Posjeta: 2.827 *