| Abstract [eng] |
The purpose of this master thesis is to evaluate after-sale process in automotive industry and describe it‘s impact to customer loyalty. The master thesis consists of three main parts, i.e. the analysis of scientific literature related to after-sales process, the research and its results, conclusion and recommendations. Literature analysis describes after-sale process in automotive industry, also it describes customer‘s loyalty and customer‘s satisfaction. After literature analysis author forms after-sales process impact for customer loyalty theoretical model. Theoretical model shows how after-sale process quality impacts customer loyalty. Model includes customer expectations, consisted parts of after-sale process, customer‘s loyalty. |
