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Welcome to. O ur. Marketing presentation. P resentation. We are group DeiST. Marketing presentation. Our group members are. Chapter 4 Enterprise Rent-A-Car: Measuri ng Service Quality. Questions are:.

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Welcome to

Our

Marketing

presentation

Presentation


We are group DeiST

Marketing

presentation


Our group members are


  • 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 Rasul

  • Id 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 Rana

  • Id 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 survey

  • Online survey

  • Focus group interviews.


  • Sabia Rasul

  • Id 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


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

  • Telephoniccontact

  • 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


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