Original Scientific Paper, Volume 11, Number 2, Year 2013, No 252, pp 81-88

Published: Mar 07, 2017

DOI: 10.5937/jaes11- 3821

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

Darko Stanojevic 1
Darko Stanojevic
Affiliations
University of Belgrade, Faculty of Mechanical Engineering, Belgrade, Serbia
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∙ Aleksandar Nedic 2
Aleksandar Nedic
Affiliations
Insurance Company Dunav, Belgrade, Serbia
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∙ Igor Stevanovic 3
Igor Stevanovic
Affiliations
Porsche Inter Auto S DOO, Belgrade, Serbia
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Abstract

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.

Keywords

Quality control Car repair Service process Clients’ demands Indicators

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