Abstract

The automotive industry today faces multiple challenges. The automotive market is characterised by frequent changes and technological developments in comfort and safety of travel by all types of vehicles. The division between traditional and modern services is related to their susceptibility to technological progress. We should differentiate between two types of technology: technology used directly in vehicles and technology utilized in the delivery of products and services, which is transforming today’s automotive sales. It is the technological sphere that has contributed to numerous changes, the cumulative effect of which affects the perception of services as ‘modern’. Nowadays, customers expect a modern approach to sales, including the possibility of transferring the car sales process to the Internet, a virtual world in which, in the 21st century, state-of-the-art, immediately accessible solutions are expected. It is thus necessary to move traditional automotive sales online (always accessible location) in order to create a more convenient way of buying a car, regardless of restrictions such as those that emerged due to the outbreak of pandemic. This article presents a pilot study conducted in a family business specialising in the sale of new and second-hand cars. The study revealed a need to change car sales processes over the next few years and introduce modern automotive services. Purchasing a new or second-hand vehicle online no longer seems like a distant future.

Author (1)