Proceedings of the 5th International Conference on Social Sciences, Humanities and Arts
Year: 2023
DOI: https://www.doi.org/10.33422/5th.icsha.2023.12.107
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Customer Service Quality Survey: The Case of the Lithuanian Vehicle Technical Maintenance Supply Network
Ligita Šalkauskienė, Rasa Balvočiūtė
ABSTRACT:
The scientific literature analysed in this paper treats customer involvement and participation in various processes as an instrument to improve competitiveness. The paper shows that active customer involvement in various service processes not only adds value to the company, but also provides ideas, gives access to other consumer markets, and contributes to service improvement. The essence of customer service quality has been identified as meeting the needs of the customer. This paper presents an empirical study of customer service quality in the Lithuanian vehicle technical maintenance supply network. The study was conducted using a qualitative research strategy, the case study analysis. The “Secret Customer” research method was used to collect empirical data that provide objective information on the extent to which customer service quality meets the required level according to the criteria set out in the customer service standard. Qualitative content analysis was chosen for the qualitative data analysis. This research is one of the customer relationship management tools for improving the quality of customer service and developing long-term customer relationships, trust and loyalty. The results of the research revealed areas for improvement in the quality of customer service in the Lithuanian vehicle maintenance supply network, such as: inadequate greeting and parting with the customer, lack of understanding of the customer’s needs, and lack of professional knowledge. This type of research will eventually allow us to monitor the progress or regress of companies’ services.
keywords: business; competition; consumer; cooperation; engagement