Customer Satisfaction Level of sgCarMart.com

The assignment is about a study on the customer satisfaction level of sgCarMart.com, which is a car buying information portal in Singapore. The purpose of the study is to examine the factors for successful implementation of customer service and their correlation with customer satisfaction. The literature review highlights the importance of quality services, staff empowerment, and personalized experiences. The methodology section explains how the research will be conducted, including data collection and analysis. The assignment aims to identify the key factors that contribute to customer satisfaction and provide recommendations for improving customer service.

BSc (Hons) Business and Management
Module Code:
Module Name: Research Methods
Assignment
Topic: Customer Satisfaction Level of the
sgCarMart.com
Lecturer:
Submitted by:
This information will be used solely for the purpose of assessment and may be disclosed to external examiners.

Table of Contents
1. Executive Summary................................................................................................................................4
2. Introduction...........................................................................................................................................4
2.1 Background of sgCarMart.com.......................................................................................................4
2.2 Purpose of the Study........................................................................................................................4
2.3 Objectives..........................................................................................................................................4
2.4 Research Questions.........................................................................................................................5
3. Literature Review...................................................................................................................................5
4. Methodology..........................................................................................................................................5
Motivations...............................................................................................................................................6
5. Analysis..................................................................................................................................................6
6. Conclusion..............................................................................................................................................8
References...................................................................................................................................................10
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1.Executive Summary
2.Introduction
2.1 Background of sgCarMart.com
sgCarMart.com incorporated in June 2004 to serve the needs for a consolidate source of car
buying information for car buyers, and has steadily grown from being a niche and customer-
focused website, to the largest car site in Singapore today. It is now the Singapore’s Number 1
car site. With more than 20,000 car listings, it offers the largest database of new and used cars
for sale in Singapore.
Since its inception, sgCarMart has garnered an immense following reflected in its 36 million page
views & more than 2.6 million visits each month. (Source: Google Analytics, May 2013)
sgCarMart.com attracts more than 2 million visitors every month and as a testament to its
popularity, it has been awarded the Most Popular Automotive Site in its category for six years
running by Hitwise. Attaining the Enterprise 50 2012, Successful Entrepreneur Award 2011,
Singapore Prestige Brand Award 2010 and the Spirit of Enterprise 2008 serve as recognition to
sgCarMart.com’s reputation as a well established Singapore brand.
sgCarMart.com begins as 3-man team in mid 2004, and steadily progressed and grown to a
vibrant and dynamic 50-man team today. sgCarMart.com operates by SGCM Pte Ltd along with
other services and platforms and is a subsidiary of Singapore Press Holdings (SPH), a
component of the Singapore Stock Index (STI).
2.2 Purpose of the Study
The purpose of this study is to know the sgCarMart.com’s customer service level, which is very
important for the market leader in Car Sale Industry.
2.3 Objectives
 To study the factors for successful implementation of customer service
 To examine the relationship between these factors and customer service level.
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2.4 Research Questions
 What are the factors for successful implementation of customer service?
 What are the correlation relationships between these factors and customer service?
3. Literature Review
3.1
In 2012, there were more than 520,000 private cars registered in Singapore. The motor vehicle population
in Singapore which include private and company cars, rental cars, taxis, buses, motorcycles, goods and
other vehicles were increased by 1.45% from 951,307 in 2011 to 965,192 in 2012 (Singapore Police Force,
2013). Such a large number of private cars reduce the efficiency of the transport system by taking up road
space that is needed by public transport and commercial vehicles. The government had tried a series of
measures to reduce car overpopulation and traffic congestion by heavily taxing the purchase and use of
cars as well as with recently announced that COE prices increase to reach more than S$95,000. However,
this had the unintended effect of pricing out people who are in need of a car as does not table the
problem of overpopulation. This is because as the population grows, the numbers of cars on Singapore
growth will continue to grow.
3.2
Offer a quality service
3.3
Empower your staff to be flexible enough to be able fix things when they go wrong
3.4
We have an increase of population size and people will have different needs to have successful healthy
and happy lives. For example, a family staying with their aged parents may regard a car as a necessity to
ferry his aged parents to their medical appointment. Due to growing need, without a car to provide the
mobility they need, many are force to travel in a less desirable manner. Hence, we could see that the
majority of mode of transportation used by most of people in Singapore is car.
4.Methodology
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 to verify and test important facts
 to analyse an event or process or phenomenon to identify
the cause and e ect relationshipff
 to develop new scientific tools, concepts and theories to
solve and understand scientific and nonscientific problems
 to find solutions to scientific, nonscientific and social
problems and
 to overcome or solve the problems occurring in our every
day life.
 to equip researchers with research methodology essential for pursuing research degrees
(Doctor of Philosophy (Ph.D.), Masters in Philosophy) and research in undergraduate and
postgraduate courses.
 to enable researchers in writing various research reports, thesis, dissertation, research
papers, articles, essays.
 to get a knowledge of Research Grants and how to write Research Grant Proposals
 to get a research position in countries like U.S.A., Canada, Germany, England, Japan,
Australia, etc.
5.Analysis
The automotive industry need to find a new breakthrough in the traditional hardware manufacturing
gradually to provide high-value services. The following diagram clearly shows the factors for successful
implementation of customer service
5.1 Do a good job pre-sale service, and create a win-win situation for consumers and vendors
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Introduction Test drive Service theory
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90
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When people are in the product and its own needs do not understand the state, easy access to purchase
errors, it is difficult to achieve rational consumption. Pre-sales experience is to allow consumers to fully
understand the product, and then clearly and simply to make a choice. The results also show that
promoting the pre-sales experience is a qualitative leap for our customer service.
56% of people are very concerned about the details of the information, 61% of the potential owners think
it is very concerned about whether to buy a car before driving, 98% of the participants of the concept of
pre-service vehicle to give a high degree of certainty
5.2 The status of automotive after-sales service is increasingly important
It is estimated that the size of the automotive aftermarket in 2015 increased by 30% year on year, with
the size of the aftermarket expanded, automotive aftermarket has become the automotive industry's gold
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industry. SgCarMart through the collection of user behaviour data, vehicle information, in-depth insight
into user needs, can provide users with personalized service.
6.Conclusion
In conclusion, about the research questions for what are the factors for successful
implementation of customer service? We clearly illustrate in the analysis of this factor is
the pre-sales activities and after-sales experience of personalized service.
Internet era is a truly customer-centric era, customers will go to the Internet before
buying the query on the car-related information, for models, prices, and other information
access, then can order online pre-sales activities and after-sales experience of
personalized service. Traditional customer relationship management has been unable to
meet the needs of the Internet era of customer relationship management, sgCarMart
more accurate insight into the user to provide high-value service changes.
OUR MISSION
To help consumers in their car buying decisions by providing essential information and to help
businesses increase their sales through cost effective means.
OUR VISION
To be the best car portal for vehicle related information and car advice in Asia. sgCarMart offers a
range of careers choices and opportunities, We promise to provide a rich learning experience and
career growth in the internet industry.
Here, you will discover a vibrant team driven by dynamism and passion. You will also be captivated by
a strong sense of esprit de corps and shared purpose that resonates across departments.
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References
sgCarMart.com official website, Singapore: http://www.sgcarmart.com/main/index.php
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