## 2 Literature Review  
The researchers are identifying the loyalty models based on the customers satisfaction, their relations with the brand, image of an organization, social factors, and the approaches of the two most frequently encountered approaches encompass the phenomenon of the loyalty of the customers from (1) behavioral and (2) emotional point of view concentrating on the feelings, values, and attitude [19; 20]. The first type of the loyalty covers cognitive and conative loyalty, and the second type includes affective and incentive loyalty [21]. From the perspective of behavioral loyalty, despite of the quantitative attitude, it is also significant to consider the value attitude. Thus, despite of the frequency of purchasing goods or services, their value is analyzed as well [19], and a factor, the so called SOW (Share of Wallet) is often applied [22]. It specifies the share of general expenses of a customer falling to a given supplier. Loyalty in the behavioral perspective is currently superseded by the loyalty understood as an attitude, customer's approach determining his behavior [20]. The behavior of the customer is as important as the incentive of this behavior. This approach has been introduced in order to distinguish the customers who are loyal, merely due to the duress or lack of any alternative. These days, it is commonly claimed that incentive is the key element of the behavior of the customers [23]. [PERSON] and [PERSON] [24] suggested the analysis of the definition of loyalty by way of combining its various aspects. According to their thesis, loyalty is the degree of (1) repeatability of a purchase in a given company; of (2) the positive attitude to a company; and (3) in case of a need of another purchase, the degree in which they consider buying a given product or service exclusively in that company. A library query presents that in literature, we may encounter numerous papers on the factors that are shaping the loyalty of customers taking advantage of automobile services [25; 26; 27; 28; 29; 30; 31; 32; 33]. The first paper includes the measurement of expectations within the scope of the quality of vehicles' repairs, as well as the measurement of satisfaction of the customers derived from the completion of this process in order to work out and to improve the customer service process [25]. The other authors offer a compound model identifying the attributes of the quality that determine the selection of the auto repair shop by a customer [26]. It has been proven that the attributes influencing the selection of a given auto repair shop do in fact differentiate the assessment of the quality level of provided services. The next researchers analyzed determinants forming customer loyalty on the basis of three services industries, including automobile repairs [27]. The influence of the quality of the product, quality of services, and fair prices exerted on the loyalty has been examined. It has been shown that customer satisfaction depends on these factors and it results in their loyalty. Other authors have also considered the impact of the quality of products and services in the automobile industry on the loyalty of the customers, especially on the intent of the next purchases [28]. The existence of the presumed positive connection has been confirmed here. Another study of the same author concentrates mainly on the factors that are affecting the brand loyalty of the customers of the automobile industry [29]. It has been proved that the more satisfied the customer is, the more loyal with the brand he/she will be. Especially, after-sale service and an unbroken and positive relationship with the customer keep the organization alive. Furthermore, the study discovered a relationship between customer's trust and loyalty. Another paper provides a structural equation model with latent variables for modeling this complex relationship [30]. It reveals that high satisfaction leads to loyalty, but it is heavily affected by moderating variables, including entry barriers and variety seeking.