Russian Journal of Economics and Law (Mar 2017)
ENSURING THE QUALITY OF LOGISTIC SERVICE OF AUTOMOBILE DEALERS
Abstract
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 pre-sales and after-sales 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: pre-sales service, car sales, after-sales 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 service-sales 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 service-sales 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.
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