Ensuring the quality of logistic service of automobile dealers

• Main Authors: Tatyana A. Salimova, Lyudmila A. Fedos’kina
• Format: Article
• Language: English
• Published: Tatar Educational Center "TAGLIMAT" Ltd. 2017-03-01
• Series: Aktualʹnye Problemy Èkonomiki i Prava
• Subjects: Economics and national economy management
• Online Access: http://apel.ieml.ru/storage/archive_articles/9461.pdf

Objective to substantiate the functional directions of activities of the enterprises of dealer chain of an automotive company aimed at ensuring the quality of logistics servicing of automobiles. Methods the study is based on the use of general scientific methods comparison scientific generalization logical analysis analogy and specific scientific methods systemic functional simulation. Results the article states that one of the key criteria of consumer behavior of car buyers is the availability of presales and aftersales service. The current research works in the sphere of logistics services are analyzed which refer to the approaches to its definition as well as selecting the criteria for its functional quality. It is established that the increase of interest in the activities of logistics centers of car service is due to several reasons such as the growing complexity of their construction and the increased competition in this area. The critical review of the scientific literature was conducted as well as the analysis of the scientific problem of determining the functional areas of logistics service of an automobile company with a view to ensuring quality and enhancing the satisfaction of end users of automobiles. The key areas of corporate logistics services were systematized and classified detailing for each of these areas was made. Different approaches were described to defining the range of services at different stages of the life cycle of technical means. Basing on the studied viewpoints four components of the functional activities of service centers were formulated presales service car sales aftersales maintenance and disposal of vehicles. Basing on these components a model of brand service of a car company was formed taking into account the functional characteristics of each component. Scientific novelty a functional model was developed of the system of service vehicles in a brand servicesales chain automotive company allowing to provide high quality customer service of automobile dealers by increasing the customer satisfaction by increasing the comprehensiveness of services at all stages of the life cycle of the vehicle. Practical significance the research findings and the developed functional model of a car service system can be used to improve the logistics service quality of an automotive company which is implemented by the enterprises of brand servicesales chain. The article can be used in research activities covering the issues of logistics services and quality management in the dealer chain of an automotive company.