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

Abstract

The 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.
Author Liwia Delińska (FM / DMar)
Liwia Delińska,,
- Department of Marketing
, Piotr Sliż (FM / IOM)
Piotr Sliż,,
- Institute of Organization and Management
Journal seriesPrzedsiębiorczość i Zarządzanie, ISSN 1733-2486, (B 14 pkt)
Issue year2019
Vol20
No6, cz. 2
Pages25-40
Publication size in sheets0.75
Keywords in Englishcustomer satisfaction, consumer behaviour, process maturity, process manage-ment, after-sales services, automotive
URL http://piz.san.edu.pl/docs/e-XX-6-2.pdf
Languageen angielski
LicenseJournal (articles only); published final; Uznanie Autorstwa - Na Tych Samych Warunkach (CC-BY-SA); with publication
Score (nominal)14
ScoreMinisterial score = 14.0, 24-07-2019, ArticleFromJournal
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