The theory and practice of testing the quality ofoutsourcing services in the automotive industry

• Autorzy: Cieśla Jakub

Identyfikatory

DOI

10.2478/cqpi-2021-0007

• Języki publikacji: EN

Abstrakty

EN

In the automotive industry, it is common practice to outsource additional processes to external companies. Outsourced processes have to be evaluated. The practice and theory related to researching the quality of services and the level of customer satisfaction in the literature are well and wide described. However, in practice, the automotive industry does not use known solutions but applies its own criteria and methods for assessing the quality of outsourcing services and testing the level of customer satisfaction. The article is an attempt to analyse the solutions used in this area in the automotive industry and to indicate the strengths and weaknesses of the solutions used. Paper includes SWOT studies for a practical example of a used customer satisfaction test. Potentials for improvement are defined.

Słowa kluczowe

EN

service quality study; automotive; customer satisfaction

PL

badanie jakości usług; motoryzacja; satysfakcja konsumenta

• Wydawca: De Gruyter
• Czasopismo: Quality Production Improvement - QPI
• Rocznik: 2021
• Tom: Vol. 3, Iss. 1
• Strony: 63--76
• Opis fizyczny: Bibliogr. 29 poz., rys.

Twórcy

autor

Cieśla Jakub

• Exact Systems, Poland

• https://orcid.org/0000-0001-9911-4670

Bibliografia

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Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023).