DOI: 10.5937/jaes11- 3821
This is an open access article distributed under the CC BY-NC-ND 4.0 terms and conditions.
Volume 11 article 252 pages: 81-88
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.
Groonros C.,
(1984), A Service Quality model and ots marketing implications, European
Journal of Marketing, Vol. 18 Iss: 4, pp. 36-44.
Parasuraman C.,
Zeithaml V.A., Berry L.L., (1988), SERVQUAL: A Multiple-Item Scale for
measuring Consumer Perceptions of Service Quality, Journal of Retailing.
Tse D., Wilton P.,
(1988), Models of Consumer Satisfaction: An Extension, Journal of Marketing
Research, Vol. 25, No. 2.
Uskokovic
P.,(2005), Planiranje-jedna od osnovnih aktivnosti menadzmenta, Journal of Applied
Engineering Science (Istrazivanja i projektovanja za privredu), vol.3, No.8,
pp. 33-40
Veljkovic S.,
(2009), Marketing usluga, Centar za izdavacku delatnost Ekonomskog fakulteta u
Beogradu, Beograd.
Vujanovic N.,
(2003), Odgovornost rukovodstva u pogledu planiranja sistema menadzmenta
kvalitetom, Journal of Applied Engineering Science (Istrazivanja i
projektovanja za privredu), vol. 1, No.1, pp. 49-53
www.fpps.edu.rs - Legal and business studies
www.stat.gov.rs - Statistical office of the Republic of
Serbia; Area: Transport and Communications - registered vehicles
Zeithaml V. A., Bitner M.J., Gremler D.D., (2006), Service marketing,
Mc GrAW Hill, International edition