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Welcome

toOurPresentation

WE ARE GROUP

DEIST

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OUR GROUP MEMBERS ARE

No Name Id no.

1. Md. Rafsanjani Rana 10112101183

2. Tanim Adnan 10112101189

3. Salman Khan 10112101191

4. Tahamina Jahid 10112101200

5. Sabia Rasul 10112101190

 Chapter 4

Enterprise Rent-A-Car: Measuring Service Quality

QUESTIONS ARE: Analyze Enterprise’s Service Quality

Survey. What information is it trying to gather? What are its research objectives?

What decisions has Enterprise made with regards to primary data collection-research approach, contact methods, sampling plan, and research instruments?

In addition to or instead of mail survey, what other means could Enterprise use to gather customer satisfaction information?

What specific recommendations would you make to Enterprise to improve the response rate and the timelessness of feedback from the process?

Sabia RasulId no.10112101190

Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?

BY THE SERVICE QUALITY SURVEY THEY WANTED TO SOME IMPORTANT INFORMATION How satisfied their customer at car rental

from them? The service of their call center. Some specific reason for rental car from

them. How many times customer go to the

rental office in the rental time. The Enterprise able to meet customer

needs as per type or size. The current service time is enough for

provide proper satisfaction. How many times in total customer rented

from them?

Research Objectives:

The main objective of this survey they wanted to determine the level of satisfaction: Customer’s rental car experience, the rental process, vehicle preferences. They wanted to improve the customer satisfaction tracking process and taking corrective action on customer service problem quickly and efficiently.

Md. Rafsanjani RanaId no.10112101183

What decisions has Enterprise made with regards to primary data collection-research approach, contact methods, sampling plan, and research instruments?

Contact methods used to gather data was mail. Sending surveys to one in 20 customers indicates that the company used simple random probability and the research instruments used was the survey.

Method of research used by the company is descriptive research. In order to track customer satisfaction, knowledge, preferences and attitudes of customers Enterprise chose survey research as their research approach.

In addition to or instead of mail survey, what other means could Enterprise use to gather customer satisfaction information?

The alternative or instead of mail survey, they can use some other ways to communicate with their actual customer and gather customers satisfaction information. The alternative ways shows below:

Telephonic surveyOnline surveyFocus group interviews.

Sabia RasulId no.10112101190

What specific recommendations would you make to Enterprise to improve the response rate and the timelessness of feedback from the process?

RECOMMENDATIONS

Personal view

Telephonic contact 

Online interface

Personal view

Telephonic contact 

Online interface

Flexibility is excellent, speed of data collection is satisfactory but the company is trying to find out more alternative ways to make the information collection system faster.

Personal view

Telephonic contact 

Online interface

Speed of data collection is satisfactory also very faster. They get this job done by their call-center.

Personal view

Telephonic contact 

Online interface

The company wanted to provide the maximum service. For that why they improve their survey methods. Online interface is one of the best alternatives of mail survey.

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forJoining OurPresentation