Original scientific paper Large majority of manufacturers, and among them car manufacturers are the most typical example, recognize more and more the importance of after-sales activities, implementing them into the company core business offer. Automotive maintenance is one of them. The reasons are manifold and to achieve them they need to primarily ensure the high quality of those services.This was the basic reason for initiating the research presented in this work, whose main objective was to define quality factors for assessment of after-sales services in automotive business activities. The paper presents the procedure and the accomplished results of the research. Nine quality factors have been defined and their significance was determined. It is believed that these results could facilitate automotive service station management, since it would primarily analyze and improve those segments that were assessed by users as the most significant. Keywords: after-sales services; automotive maintenance; quality factors; quality of service Utjecajni faktori uporabne kvalitete održavanja vozilaIzvorni znanstveni članak Mnogi proizvođači danas, a među njima proizvođači automobila kao tipičan primjer, uviđaju značaj postprodajnih usluga i implementiraju ih u svoju osnovnu ponudu. Održavanje vozila je primjer ovih usluga. Razlozi su višestruki, a da bi se oni postigli potrebno je da se prvenstveno osigura njihova visoka kvaliteta. Upravo iz tog razloga je pokrenuto istraživanje prikazano u ovom radu čiji je osnovni cilj bio da se utvrde faktori kvalitete postprodajnih usluga u automobilskoj industriji. U radu je prikazan postupak i rezultati istraživanja, imenovano je devet faktora kvalitete i utvrđena je njihova značajnost. Smatra se da bi ovi rezultati mogli olakšati upravljanje kvalitetom usluga u autoservisima, jer bi rukovodstvo prvenstveno analiziralo i unapređivalo one segmente koje su korisnici procijenili kao najznačajnije.