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Klienditeenindusega seotud ootused autoteeninduses

Tiisler, Tanel (2017) Klienditeenindusega seotud ootused autoteeninduses. [thesis] [en] Customer Service Expectations in Automotive Service.

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Abstract

Käesoleva uurimustöö eesmärkidest lähtuvalt selgitati välja Reval Auto Esindused OÜ klientide ootused teenindusprotsessile ja teeninduskeskkonnale. Samuti analüüsiti nende mõju klientide poolt antavale tagasisidele ja kliendirahulolu indeksi väärtusele. Uurimustöö tulemustest selgus, et ettevõtte peamised kitsaskohad on pikad teeninduse järjekorrad ja teenindava personali hõivatus, mistõttu on klientide jaoks raskendatud teenindusse aja broneerimine. Pikad ootejärjekorrad omakorda mõjutavad kliendi arvamust teenuse kvaliteedist ning avaldavat negatiivset mõju kliendirahulolule. Töö tulemustes toodi ettevõtte jaoks välja soovitused, kuidas lihtsustada teenindusse aja broneerimist ning lühendada tööde ootejärjekordi. Eraldi analüüsiti kasutusel olevat tagasisideküsimustikku ning tehti konkreetsed ettepanekud selle täiendamiseks.

Abstract [en]

The following thesis Customer Service Expectations in Automotive Service is a research about the customer’s expectations for the processes in automotive service and the possibilities for increasing the index of the customer’s satisfaction. The subgoal of the research is to find out how the customer understoods the questions in the customer’s feedback survey. The range includes the customers of the company Reval Auto Esindused OÜ, which is a representative of the Audi car brand. The research revealed that the company’s main bottlenecks are long queues for the service and operating personnel’s occupancy, making it difficult for the customers to book the time for the service. Long waiting lists affect the client's opinion of the quality of service and have a negative impact on customer’s satisfaction. As the results of this research, reccommendations for shortening the queues and to simplify the booking of the service schedules have been made to the company.

Item Type: thesis
Advisor: Inna Gorislavskaja
Subjects: Economy and Management > Retail and Wholesale Trade
Economy and Management > Entrepreneurship and Marketing
Humanities > Psychology > Client Management
Divisions: Institute of Engineering > Automotive Engineering
Depositing User: Tanel Tiisler
Date Deposited: 07 Jun 2017 06:07
Last Modified: 07 Jun 2017 06:07
URI: http://eprints.tktk.ee/id/eprint/2706

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