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Original scientific paper
https://doi.org/10.17559/TV-20140402074657

Automotive maintenance quality of service influencing factors

Dragana Velimirović   ORCID icon orcid.org/0000-0002-5638-3165 ; High Business School of Professional studies "Čačak", Gradski park 2, 11080 Belgrade, Serbia
Čedomir Duboka   ORCID icon 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

Fulltext: english, pdf (725 KB) pages 1431-1438 downloads: 291* cite
APA 6th Edition
Velimirović, D., Duboka, Č. & Damnjanović, P. (2016). Automotive maintenance quality of service influencing factors. Tehnički vjesnik, 23 (5), 1431-1438. https://doi.org/10.17559/TV-20140402074657
MLA 8th Edition
Velimirović, Dragana, et al. "Automotive maintenance quality of service influencing factors." Tehnički vjesnik, vol. 23, no. 5, 2016, pp. 1431-1438. https://doi.org/10.17559/TV-20140402074657. Accessed 8 May 2021.
Chicago 17th Edition
Velimirović, Dragana, Čedomir Duboka and Predrag Damnjanović. "Automotive maintenance quality of service influencing factors." Tehnički vjesnik 23, no. 5 (2016): 1431-1438. https://doi.org/10.17559/TV-20140402074657
Harvard
Velimirović, D., Duboka, Č., and Damnjanović, P. (2016). 'Automotive maintenance quality of service influencing factors', Tehnički vjesnik, 23(5), pp. 1431-1438. https://doi.org/10.17559/TV-20140402074657
Vancouver
Velimirović D, Duboka Č, Damnjanović P. Automotive maintenance quality of service influencing factors. Tehnički vjesnik [Internet]. 2016 [cited 2021 May 08];23(5):1431-1438. https://doi.org/10.17559/TV-20140402074657
IEEE
D. Velimirović, Č. Duboka and P. Damnjanović, "Automotive maintenance quality of service influencing factors", Tehnički vjesnik, vol.23, no. 5, pp. 1431-1438, 2016. [Online]. https://doi.org/10.17559/TV-20140402074657
Fulltext: croatian, pdf (725 KB) pages 1431-1438 downloads: 205* cite
APA 6th Edition
Velimirović, D., Duboka, Č. & Damnjanović, P. (2016). Utjecajni faktori uporabne kvalitete održavanja vozila. Tehnički vjesnik, 23 (5), 1431-1438. https://doi.org/10.17559/TV-20140402074657
MLA 8th Edition
Velimirović, Dragana, et al. "Utjecajni faktori uporabne kvalitete održavanja vozila." Tehnički vjesnik, vol. 23, no. 5, 2016, pp. 1431-1438. https://doi.org/10.17559/TV-20140402074657. Accessed 8 May 2021.
Chicago 17th Edition
Velimirović, Dragana, Čedomir Duboka and Predrag Damnjanović. "Utjecajni faktori uporabne kvalitete održavanja vozila." Tehnički vjesnik 23, no. 5 (2016): 1431-1438. https://doi.org/10.17559/TV-20140402074657
Harvard
Velimirović, D., Duboka, Č., and Damnjanović, P. (2016). 'Utjecajni faktori uporabne kvalitete održavanja vozila', Tehnički vjesnik, 23(5), pp. 1431-1438. https://doi.org/10.17559/TV-20140402074657
Vancouver
Velimirović D, Duboka Č, Damnjanović P. Utjecajni faktori uporabne kvalitete održavanja vozila. Tehnički vjesnik [Internet]. 2016 [cited 2021 May 08];23(5):1431-1438. https://doi.org/10.17559/TV-20140402074657
IEEE
D. Velimirović, Č. Duboka and P. Damnjanović, "Utjecajni faktori uporabne kvalitete održavanja vozila", Tehnički vjesnik, vol.23, no. 5, pp. 1431-1438, 2016. [Online]. https://doi.org/10.17559/TV-20140402074657

Abstracts
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

[croatian]

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