The impact of customer service on product quality and the loyalty with the brand

The aim of the article is to examine the relationship between the ability to expose the offer, the sale of the additional goods and the quality of the final products in the authorized car service. In the concept of this work, the final product is an executed and complete service work containing tangible and intangible elements. In turn, the satisfaction of external customers is a measure of product quality. Another purpose of the work is to analyse the impact of customer experience with an authorized car brand service on the development of its loyalty with a given brand. The results of the questionnaire done among the clients of the authorized car service are introduced in the article. The research shows that the level of products quality measured by the level of customer satisfaction is higher if the number of clients who highly perceive ability to present the offer and sale of additional goods is larger. The conducted research shows that positive own experience with an authorized car service built during direct contact of personnel is an important factor influencing the choice of the brand.