Customer Satisfaction with After-Sales Services in the Automotive Sector in Relation to the Level of Process Maturity of the Organization
Customer Satisfaction with After-Sales Services in the Automotive Sector in Relation to the Level of Process Maturity of the Organization

Summary/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 withthe results of the organization’s process maturity assessment. The first part of the articlepresents 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 publications regarding the relationship between the level of implementation of process solutionsin 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 Reviewtool). 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 managementand the satisfaction of the external customer.

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