@article{2017,title={USAGE OF CUSTOMER SATISFACTION FEEDBACKS IN IMPROVING SERVICE OPERATIONS: AN APPLICATION OF AN AUTO-SERVICE OPERATION},abstractNode={Today's competitive conditions that businesses aim to be the best in their operations, as in other sectors, makes it mandatory for enterprises operating in the service sector to direct their work in line with changing customer demands and needs. Being satisfied with the products or services offered by the business makes it possible for the customers to be in continuous relationship with the business even in the later periods. Because of that reason, businesses are seeking feedback on customer satisfaction in order to identify missing points and create long-lasting customer relationships. Especially as there are no concrete deficiencies, customer feedback has a greater importance in service operations. In this study, which aims to identify and improve problem sources as a service business, from the view that the problems of customer vehicles coming to auto - service can not be solved completely, first of all customer dissatisfaction resources are evaluated on the basis of group, personnel and model. The results obtained by calling customers who receive service by the customer relations officer constitute the inputs of the study. With this data in the light of the studies carried out, feedback results are evaluated and and improvement studies are being implemented.},author={Ezgi KARATAŞ YÜCEL-- Emre Bilgin SARI},year={2017},journal={Kesit Akademi}}