Evaluating customer satisfaction at the car service centers in northeastern Bulgaria

Large car service centers face enormous challenges. In Northeast Bulgaria, the market is highly competitive and the requirements for attracting customers grow in direct proportion to the quality of the products and services offered. It is essential for every repair shop to localize its problems in order to improve the services provided. By increasing customer satisfaction and fostering customer loyalty, car service centers can expand their market share. Quality services and their continuous improvement are a critical success factor for auto repair industry. The paper aims to evaluate the quality of services provided by highlighting the weaknesses of large service centers.