Customer satisfaction with after-sales services in the automotive sector in relation to the level of process maturity of the organization
Liwia Delińska , Piotr Sliż
AbstractThe main goal of the article is to present the results of the customer satisfaction evaluation study of after-sales services in the automotive sector and to compare them with the results of the organization’s process maturity assessment. The first part of the article presents the overview of the current literature and the results of the bibliometric analysis. Based on the literature analysis, the research gap was defined, consisting of the lack of pub-lications regarding the relationship between the level of implementation of process solu-tions in the organization and customer satisfaction in the automotive sector. Then, the state of current research on customer satisfaction was presented. The following part presents the methodology of empirical proceedings and conclusions. The research applied the following methods: bibliometric analysis, opinion poll and text analysis (based on the Google Review tool). As a result of the conducted research, it was verified that there are strong positive correlations between the implementation of elements of the process approach in manage-ment and the satisfaction of the external customer.
|Journal series||Przedsiębiorczość i Zarządzanie, ISSN 1733-2486, (B 14 pkt)|
|No||6, cz. 2|
|Publication size in sheets||0.75|
|Keywords in English||customer satisfaction, consumer behaviour, process maturity, process manage-ment, after-sales services, automotive|
|License||Journal (articles only); published final; ; with publication|
|Score||= 14.0, 24-07-2019, ArticleFromJournal|
* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.