Presentation on Measuring Service Quality   Presentation on Measuring Service Quality www.AssignmentPoint.com www.assignmentpoint.com

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? www.assignmentpoint.com

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

How satisfied their customer at car rental from them? 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? www.assignmentpoint.com

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. www.assignmentpoint.com

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

Contact methods used to gather data was mail 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. www.assignmentpoint.com

Method of research used by the company is descriptive research 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. www.assignmentpoint.com

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

Focus group interviews. 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 survey Online survey Focus group interviews. www.assignmentpoint.com

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

recommendations Personal view Telephonic contact Online interface www.assignmentpoint.com

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 www.assignmentpoint.com

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 www.assignmentpoint.com

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. Personal view Telephonic contact  Online interface www.assignmentpoint.com