Customer satisfaction in the service activities of enterprises is one of the main means of securing competitive advantages and customer retention through more complete and immediate satisfaction of their requirements. One of the main indicators for evaluating the efficiency of logistics systems, and planning logistics activities, is the quality of logistics service provided to customers. In this regard, it is extremely important to assess how well the auto repair services meet customer requirements. Therefore, the purpose of this publication is to investigate customer satisfaction in the service activities of "Autotrade" - Varna.

1.
R.
Aimee
,
A thorough literature review of customers satisfaction definition, factors affecting customer satisfaction and measuring customer satisfaction
,
International Journal of Advanced Research
7
(
9
):
828
843
,
2019
, DOI:
2.
R.
Bolton
,
Customer Satisfaction
,
The Routledge Companion to Strategic Marketing
,
2020
, DOI:
3.
Y. H.
Kim
, and
N. G
Kim
,
Customer Satisfaction and Corporate Performance
,
2020
, DOI:
4.
I.
Marchevski
,
Customer evaluation-accents and tools
,
Scientific Almanac _ Research
, Volume
7
,
2007
, Pages 239-272,
AP “Tsenov”
,
Svishtov
5.
R.
Naru
and
K.
Jain
,
The role of customer relationship management in auto car industry in building customer relationship in after sales department
,
Journal of Critical Reviews
, Vol.
7
(
11
):
09
,
2020
, DOI:
6.
F.
Safi
and
M.
Alagha
,
The Relationship Between Service Quality And Customer Satisfaction, “Applied Study on Private Telecom Services in India
”,
IJSRP
, Vol.
10
, Issue
8
,
2020
7.
D.
Shilbury
,
H.
Westerbeek
,
S.
Quick
,
D.
Funk
and
A.
Karg
,
Customer satisfaction and service quality
,
book: Strategic Sport Marketing
,
2020
, DOI:
8.
V.
Tortosa
et al,
Internal Market Orientation and its Influence on Organizational Performance
”,
European Journal of Marketing
, Vol.
43
, No.
11
/12,
2009
, pp.
1435
1456
9.
A.
Töpfer
,
Customer Satisfaction Measurement
,
Strategische Positioning und Kundenzufriedenheit
,
2020
, DOI:
10.
R.
Naru
,
A.
Jain
and
S.
Rai
,
Auto Industry, Trust and Commitment as determinant during, Covid 19 in India
,
Psychology аnd Education
(
2020
)
57
(
9
):
1659
1677
11.
A.
Chaturvedi
and
M.
Chaturvedi
,
Transforming CRM Through Artificial Intelligence
,
In book: Adoption and Implementation of AI in Customer Relationship Management
,
2022
12.
A.
Habul
,
A.
Velic
and
A.
Fejzic
,
Whether the Employee Commitment to Implementation of the CRM System Contributes to Customer Loyalty? Empirical Analysis of a Successful CRM Implementation in the Auto Industry in Bosnia and Herzegovina
,
In book: Financial Environment and Business Development
,
2017
13.
N.
Deshpande
,
S.
Hadke
,
A.
Doshi
,
A.
Patil
,
A Modular Approach to Customer Relationship Management (CRM) Systems
,
International Journal of Advanced Research in Science, Communication and Technology (IJARSCT)
Vol.
2
, Issue
1
, September
2022
This content is only available via PDF.
You do not currently have access to this content.