Istrazivanja i projektovanja za privreduJournal of Applied Engineering Science

SETTing THE AFTER SALES PROCESS AND QUALITY CONTROL AT CAR DEALERSHIPS TO THE PURPOSE OF INCREASING CLIENTS’ SATISFACTION


DOI: 10.5937/jaes11- 3821
This is an open access article distributed under the CC BY-NC-ND 4.0 terms and conditions. 
Creative Commons License

Volume 11 article 252 pages: 81-88

Igor Stevanovic
Porsche Inter Auto S DOO, Belgrade, Serbia

Darko Stanojevic
University of Belgrade, Faculty of Mechanical Engineering, Belgrade, Serbia

Aleksandar Nedic
Insurance Company Dunav, Belgrade, Serbia

In a service department it is necessary to provide quality service in order to achieve clients’ satisfac­tion and loyalty, as well as increasing profit. This also applies to service garages. The aim of this paper is to create the service of vehicle maintenance based on clients’ demands. A lot of activities which require the control system are recognized during setting the service process. Quality control represents the main factor for successful process applying.

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