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Оценка факторов удовлетворенности покупателей компании содружество «АВТО-альянс»

Полынская Г. А., Манзюк М. И.

Owners of retail stores ore strongly interesting by the level of buyers’ loyalty because customers are the main source of income for retail organization. In our study, we proceed from the premise that customer loyalty strongly correlates with the overall level of customer satisfaction. That is, the probability of repeated purcase is growing with growth of the satisfaction and, company's revenue increases as result. In this study, we examined the contribution of the components of satisfaction in overall satisfaction, using as a sample of data obtained during the survey of clients of the company "Commonwealth Auto-Alliance" and the data from internal customers database of this company. Results of the study has been used in graduate work in Bauman Moscow State Technical University in 2016.