Kozlovskiy V*, Panyukov D and Odruzova V, Afinogentova N and Ermakov V
The development of the automotive industry is inextricably linked with the development of the ensuring operational effectiveness of the industry production sector, namely service maintenance. Today the car service is an important element at ensuring the competitiveness of products and a tool of improving the customer loyalty.
Despite the fact that there is no direct connection between the ensuring car quality in production and the quality of service in exploitation, it is obviously that the first and the second directions definitely influence on the perceived by a consumer quality of products and services and so they form an attitude of consumer community to the brand maker. That is why the measurement of service maintenance quality is equally important for automaker as the monitoring of the quality of production processes.
At the present time, in the course of solving problems on measuring quality of service maintenance, there has been found a spectrum of methods and techniques allowing to conduct quantitative (the service provider is estimated on a grade scale), qualitative (the quality of customer service is estimated by people responses) and comprehensive quantitative and qualitative researches (they include the above-described estimates).
The aim of this paper is the development and implementation of corporate service quality monitoring system with using internal information of automakers enterprises which in the future, in conjunction with results of the research of the perceived quality service maintenance, will provide the most complete quality assessment covering the corporate environment of automaker and consumer environment.
The development of information and computer technologies has had a beneficial impact on improving monitoring technologies of product and service quality. Development and implementation of information analysis algorithms of service quality allows getting a balanced assessment of consumers reflecting the quantitative and qualitative research area of satisfaction. However, the implementation of service quality researches based on data received by corporate information systems from proprietary service network enterprises to analytical quality services of automakers enterprises about the results of the maintenance and the elimination of defects and failures of cars are not widely represented in the literature, apart from a small group of sources. That is why this theme in the presented work is the main.
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