FORMING OF CONSUMER CRITERIA NOMENCLATURE FOR DEVELOPMENT OF AUTOSERVICE ENTEPRISE’S MODEL

Abstract

When choosing a service autoservice enteprise to service vehicles, owners consider a number of necessary criteria, which should be performed by autoservice inteprise. Mmarketers of autoservice enteprise must take into account the wishes of their customers to have a demand from car owners. Therefore, in this article the nomenclature of consumer criteria, which consumers are presented to autoservice enterprises, was investigated. With the help of expert evaluation method, the most important consumer criteria that have most influence on choice of autoservice enteprise were identified.
There were 50 people selected, who used various autoservice enteprise for own cars to form of statistical data on consumer criteria that were importan. As a result of car owners survey, fifteen consumer criteria were identified, which are considered by customers of autoservice enteprises. As a result of expert evaluation method application the, consumer criteria were ranged and the most influential consumer criteria were identified. They should be taken into account when the work of autoservice enteprise will organize.
Consumer criteria that have the most influence on the choice of autoservice enterprises were: the reliability of the performed work at the autoservice enterprise; time of work’s execution; service level; cost of service.
To estimate the degree of consumer opinion consistency, the coefficient of concordance, which reached 0.71, was calculated. It confirmed the correct choice of the most influential consumer criteria.