THE IDENTIFICATION OF THE CUSTOMERS' REQUIREMENTS IN THE KNOWLEDGE-BASED ORGANISATION

Both the car production and car service industries lay a major importance on the analysis of the concepts specific for the assurance of their customers' satisfaction. The alert rhythm of the technological development, the fast enhancement of the commercial exchanges, the revival of national and international cooperation in various fields lead to the necessity for the service providers within the car industry to arrange for special partnerships with their customers, which should be based on clearly defined rules and mutual respect of the partners. Starting from the indicators that measure the customers' satisfaction, the current study provides a practical application of the concept of customers' satisfaction. Nowadays, at a time when car sales no longer bring about spectacular incomes, as they used to back in 2007 or 2008. Therefore the interest of the shareholders has moved to the activity of servicing.