Customer Satisfaction and Loyalty Analysis

This report aims to analyze the customer satisfaction and loyalty using classification algorithms and Structural Equation Modeling. It also examines the role of customer relationship management (CRM) systems in customer knowledge creation and explores the impact of social media on organizational performance. Furthermore, it discusses the importance of quality management for organizational excellence and e-marketing strategies. The report provides a comprehensive overview of various models and tools used to enhance customer satisfaction and loyalty.

Running head: INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
Information Systems Development at Motosport
Name of the Student:
Name of the University:
Author Note:

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
Table of Contents
Introduction:....................................................................................................................................2
Defining the technology Motosport would require:........................................................................2
Systems needed to help Motosport to achieve business goals:........................................................3
1. Use of IS by Motosport to achieve business goals:.................................................................4
2. Role of IS in achieving business goals:...................................................................................6
3. Objectives for overall information system strategies:.............................................................8
Template:.........................................................................................................................................9
Conclusion:....................................................................................................................................11
Appendix:......................................................................................................................................12
References:....................................................................................................................................13

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
Introduction:
Customers’ preferences today go a long way in bringing about technological and
information system up gradation within companies. The changing preferences of the consumers
form cornerstones for the future business strategies of the companies. The business organisations
today can use customer information not only to earn revenue at present but also in the future. The
paper stands on a case study based on a new American startup entrepreneurial venture named
Motosport providing motor sports vehicles’ spare parts of branded companies (motosport.com
2018). The company received orders over phone from customers or from walk-in customers. The
firm then offered the products as per customer specifications. The firm came to know about the
new demands of these customers-online product viewing and ordering system. The assignment
would delve into the need of incorporating these needs of the customers by installing of new
technology and information systems.
Defining the technology Motosport would require:
The case study clearly shows that Motosport Limited requires installing technology to
make the products visible to customers on their official website. The new technology is supposed
to be a multipurpose technology which would aid more transparent business between the
company and the customers. The customer communication initiatives which Motosport Limited
carried out pointed out to the changes in the customer preference especially pertaining to
purchases of products like motor spare parts. This showed the apex management the direction to
bring about technological developments in the company (Bakar et al. 2016). The customers
revealed that they were satisfied with the company and had new expectations from it. They
wanted the company to device an online product viewing and ordering system to view and order

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
products. The second demand of the customers was to offer a system that would allow delivery
of products at their convenience. Thus, the new technology which the company required to
install was expected to have three main attributes. First, it should be capable of receiving online
orders. Second, it should make it possible for customers to view a variety of products on the
online platform of the company and third, the customers should be able to put in the location
details where they want the delivery to take place (Strauss 2016). According to these
requirements of the customers, the technology should be capable of accepting orders placed
online and communicate the same to the concerned department. The technological requirements
in the described situation also point out to massive advancements in the information system both
within and outside the company. The company has to align its technological prowess and human
resources to integrate operations of all the related departments like finance, marketing and
logistics department. The technology should have two sets of properties, namely the attributes of
ecommerce websites and capabilities an information system (Goetsch and Davis 2014).
Systems needed to help Motosport to achieve business goals:
The case study clearly points out that the goal of Motosport Limited is to adapt to the
demands of the clients which would boost its achievement of overall business objectives namely,
growth and revenue generation. The above discussion shows that Motosport requires building
a new innovative technology to receive online orders from clients and direct the same to the
warehouses for delivery at the convenience of the clients. Thus, the information system should
enable the company to bind its marketing activities, warehouses and clients. The sections below
would delve into this requirement of Motosport Limited (Parveen, Jaafar and Ainin 2015).

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
1. Use of IS by Motosport to achieve business goals:
Motosport requires a new advanced system to bring about achievement in its business
goals which are retention of its customers and continuous revenue generation. Motosport
requires a communication-cum-ordering system, an invoicing system and powerful data
management system. The communication system should be capable of two attributes,
processing of manually placed orders and accepting of online orders by customers. The system
should also be capable of making the information received from clients to the concerned
departments (Zohar and Polachek 2014). For example, if the customers place orders by visiting
the outlets of Motosport, the communication system should allow the staff accepting the order
put in the details like particulars of the model of spare parts preferred by the client like Honda or
Suzuki. The employee should be able to input a tentative delivery date according to the
requirements of the client. If the order is very urgent and the warehouses do not have the model
of the spare parts preferred by the client, the communication system should instantly show the
alternative brands whose motor sports parts are available with the company (axerosolutions.com
2018). Thus, the new system would also allow the company to market its different branded
sports vehicle parts to customers, thus creating future sales opportunities. The same details
should be available to the customers who place orders online. In fact, the communication system
should have the facility to instantly connect the customers to sales representatives so that they
can solve their queries. This would boost the customer supportive image of the company, even
towards the new customers, thus boosting the sales of the company. The software should then
have a part which should only be accessible to the staff of the company as shown in the template
below (Bretschneider, Leimeister. and Mathiassen 2015). The different departments would be
able to share the order information received to process the orders. For example, as soon as an

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
orders are received, the sales manager would get auto-generated emails which would state the
clients’ information, the particulars of the orders, payments and tentative due dates. The
marketing manager should be able to forward the detail to the finance department so that the
payment aspects of the orders like advance payments, if any can be taken care of. The finance
department in turn should be able to communicate any discrepancy pertaining to the payments
like lack of available balance in the customers’ accounts to debit the advance payment to the
marketing department using the same portal. The marketing manager should be able to
communicate the customers about these discrepancies instantly using the email facility of the
portal (Amarah and Langston 2017). Once the payment portions are cleared by the accounts
department and the orders are ready to be processed, they should be forwarded to the
warehouses. The managers at the warehouses should be able to inform the marketing manager if
a particular part is not available temporarily so that the same can be communicated to the client
along with suggestions of alternative products. Once the clients approve the delivery of particular
alternative products, the marketing managers should communicate the same to the warehouse
managers. The warehouse managers then can execute the orders and make arrangements to
deliver the products as per the convenience of the clients (Askariazad and Babakhani 2015).
The next system which Motosport needs to acquire to modernize its product selling
methods is online invoice management software. Motosport can consider installing invoicing
software made by reputed companies like Microsoft (products.office.com 2018). The invoice
software should enable the customer to input details like bank account numbers and the prices of
the products they are ordering. The software should allow the company to inform the customers
about discounts and offers, if available. The customers should see their payment status and

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details for future references. The finance department on its end should be able to use the payment
details for its internal use like adding them to its books of accounts (Li, Liu and Li 2014).
The third system which Motosport needs is a data management system which is capable
of storing a huge data base for future use and simultaneously prevents intrusions like data theft.
The company should be able store customer information like their future needs like plan of
buying new cars and servicing their cars after certain periods. The marketing department should
be able to retrieve the information and get back to the consumers to generate repeat business.
The data base should a have strong firewall to prevent virus attacks and theft of confidential
information like customers’ credit card details. Motosport should acquire three types of software
to enable dynamic order acceptance, process and revenue generation. They are communication
software, invoicing software and data management software (Aktepe, Ersöz and Toklu
2015).
2. Role of IS in achieving business goals:
The above discussion points out that the business goals of Motosport are to enhance the
spare parts purchasing experience of the customers to boost its revenue generation. The
information system augmentation which the company is planning to undergo on the basis of the
three software is well aligned to realize these two goals. The communication software would
enable the customers to view the spare parts and place orders at their conveniences. This means
that the company would be not dependent on its brick-and-motor sales units solely to generate
revenue. The company as a result would be able to generate more revenue (Khodakarami and
Chan 2014). Since, the customers would be able to view the products, in detail, it would allow
them to plan their future purchases. Thus, the software would be able to source orders for future
sales and revenue generation. Moreover, the advanced software would create positive purchase

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experience of the company in the minds of the customers and boost its goodwill. Thus, the new
information system would boost revenue generation and customer satisfaction (Laudon and
Laudon 2016).
The invoicing software would allow the customers to view their payment details at their
conveniences and raise the issue with the company promptly. Thus, on one hand it would enable
the company to process orders faster, thus maximizing customer satisfaction. It would on the
other hand create a more transparent image of the company; boost its goodwill and customers’
purchase experience (Law, Buhalis and Cobanoglu 2014).
The data management software would enable the company acquire, manage and share a
huge customer data base. It would be able to capture future purchase requirements of the
customers, thus creating future revenue opportunities. The analysis clearly shows that the
information system is well aligned to the business objectives of the company (Khodakarami and
Chan 2014).
IS supports overall business strategy:
Information system supports the overall business strategies in several ways. As pointed
out, IS helps business organisations like Motosport to market its products before the customers.
This creates demand among them which enables them to place orders. Thus, IS supports the
marketing and selling activities of organisations, thus paving the ways for revenue
generation.
IS enables companies to streamline their operations by integrating their different
departments. Thus, IS support the efficiency achievement in the organisations and boosting
their sustainability.

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
IS enables business organisations to acquire and maintain huge customer data. The
companies like Motosport can use this customer data in making future strategies. For example,
the managers can contact the customers to repeat business and references. Thus, IS also
supports the future business generation of the companies.
3. Objectives for overall information system strategies:
The above discussion shows that information systems support business operations of the
business organizations in a large way. The following are the objectives for overall business
strategies:
Objective 1: Streamlining of business operations:
Modern information systems are integration of communication systems linked with other
systems across departments like invoicing and accounting which increases efficiency. Thus,
these systems are actually facilitation of streamlining of all the departments in the organizations
to boost efficiency. This ensures that the companies align their activities thus doing away with
the need to records transactions separately by separate departments. Thus, this boosts the
efficiency levels of the companies and makes business more profitable (Khodakarami and Chan
2014).
Objective 2: Predicting future business:
Information systems help companies to predict future business generation and sourcing of
revenue. The modern information systems are managed centrally and are linked to the data bases
of the companies. For example, the marketing department of Motosport obtains information
about future business needs of the customers. Thus, they can get in touch with these customers

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
according their future plans and cater to their needs, thus generating business (Aktepe, Ersöz and
Toklu 2015).
Objective 3: Making new business strategies:
Information systems enable companies to make new strategies aligned to customer needs,
thus increasing profits. For example, the data base about the future needs of the customers can
form the basis of new business strategies like introduction of new products to those customers
which increases the chances of customer satisfaction. Thus, one can point out that, this increases
the opportunity of generating higher revenue in the future, thus ensuring long term growth of the
company (Askariazad and Babakhani 2015).
Template:
Employee id (For
internal viewing only)
Password
Customer id (For internal viewing only):
Motorsport Customer Order Detail Window
Customer name
Customer id
First name: Middle name: Last name:
Type Domestic Corporate Small scale business
Address: Email id: Mobile no: Residential status
Products particulars and
codes:
Units Unit Price Total

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
Payment type (Tick the
correct option and write
the amount in figures
and words)
Cash Cheque NEFT
Financing Down payment EMI (Please mention
the name of the
financing company)
Partial down payment
(Please mention the
amount and percentage)
For internal use only:
Status(Order under
process/on hold due to
payment)
Comments Tentative delivery date: Alternative delivery
date
Offers Generate invoice
Save as doc/PDF
Print
Download
Note: This is system generated document and signature is not required.

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
Conclusion:
It can be concluded from the above discussion that companies today need to upgrade their
information systems to suit the needs of the customers. Information systems are not limited to
internal operations of companies anymore. The companies like Motosport require extending their
information systems to integrate their internal operations with order placement of customers.
Modern information systems enable companies to integrate their activities and streamline them
which ultimately contribute to more efficient operations. One can recommend that Motosport
should install these three system software namely, communication software, invoicing soft and
data management software. One would also recommend to the apex management that alongside
managing this huge information available the data management system to generate more
business, it must be very cautious about misuse of the data by staff like credit card details. The
employees using the data should put in their email ids and passwords as shown in the template.
The company while offering digital product viewing and ordering facility should keep the
employee id and password panel marked in blue separate from the customer-user panel marked
in green, red and yellow. The company must protect all data against intrusions and thefts.

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
Appendix:
I can reflect upon my role in the team and point that it was a challenging one as it
required me to conduct a detailed research on IS to execute the project. The limitations which I
faced were limitations of time and money. Most of the high quality articles and journals available
online have to be purchased. Hence, limitation of money proved to be an inhabitation in
acquiring these paid secondary sources. The plan had to be completed within limited time and
that impacted the quality of the assignment to a certain extent. I can also point out that I faced
challenges while collating the immense amount of information I gathered on the topic. I
committed error in dividing the matter in an orderly manner due to multiplicity of data in the
initial phase but rectified it at the later stage as I gained better hold on the content. I can point out
on reflecting that had I got some more time, I could have presented the assignment in a different
manner. I could have carried on a deeper research and added more worthy facts to the report. I
could have also integrated by work with the works of my colleagues, thus making the final report
more presentable.

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INFORMATION SYSTEMS DEVELOPMENT AT MOTOSPORT
References:
Aktepe, A., Ersöz, S. and Toklu, B., 2015. Customer satisfaction and loyalty analysis with
classification algorithms and Structural Equation Modeling. Computers & Industrial
Engineering, 86, pp.95-106.
Amarah, B. and Langston, C., 2017. Development of a triple bottom line stakeholder satisfaction
model. Journal of Corporate Real Estate, 19(1), pp.17-35.
Askariazad, M.H. and Babakhani, N., 2015. An application of European Customer Satisfaction
Index (ECSI) in business to business (B2B) context. Journal of business & industrial
marketing, 30(1), pp.17-31.
Bakar, N.H., Kasirun, Z.M., Salleh, N. and Jalab, H.A., 2016. Extracting features from online
software reviews to aid requirements reuse. Applied Soft Computing, 49, pp.1297-1315.
Bretschneider, U., Leimeister, J.M. and Mathiassen, L., 2015. IT-enabled product innovation:
Customer motivation for participating in virtual idea communities. International Journal of
Product Development, 20(2), pp.126-141.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Khodakarami, F. and Chan, Y.E., 2014. Exploring the role of customer relationship management
(CRM) systems in customer knowledge creation. Information & Management, 51(1), pp.27-42.
Laudon, K.C. and Laudon, J.P., 2016. Management information system. Pearson Education
India.