Study Customer Service Level of sgCarMart

Added on - Oct 2019

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sgCarMart.comMini project on sgCarMart.comMini-projectNameSubmitted toDate1
sgCarMart.com1. AbstractA marketplace does not only aim to attract new customers but it also concentrates on retainingtheir existing customers by implementing various procedures and policies for customersatisfaction and loyalty. In the automobile sector, customer satisfaction is associated with serviceand its quality. In order to improve customer loyalty and to enhance the brand reputation of theorganization, a management approach focused primarily on customer satisfaction is required.This study aims to perform a quantitative analysis of sgCarMart.com in order to evaluate theoverall customer satisfaction rate. The study concludes by discussing the result and proposingimprovement in the customer satisfaction management for the company.2
sgCarMart.comTable of Contents1. Abstract........................................................................................................................................22. Introduction..................................................................................................................................42.1 Background history................................................................................................................42.2 Purpose of the Study..............................................................................................................42.3 Objectives..............................................................................................................................42.4 Research Questions................................................................................................................53. Literature Review........................................................................................................................54. Methodology................................................................................................................................85. Analysis.....................................................................................................................................106. Discussions................................................................................................................................137. Conclusion.................................................................................................................................148. References..................................................................................................................................169. Appendices................................................................................................................................173
sgCarMart.com2. Introduction2.1 Background historysgCarMart.comis Singapore’s leading online marketing site which operates in a variety ofbusinesses related to car auction, vehicle classified, car insurance, loans and settlement services.This company was founded in 2004 originally as a car classified services with three-person team.In 2007, it managed to break even and since then it has grown to a large team having more than60 staff members. As per some reports, the leading online marketing site has earned annualrevenue of US$4.04 million with over 10,000 listings on its site (Singapore Press Holdingsacquires sgCarMart.com for US$48M in cash, 2016). For upgrading their network,sgCarMart.com was seen to tap into IDA's IPv6 Transition Programme in March 2012. In orderto retain its success in the cut-throat environments, the company is aiming towards fulfilling allthe needs and wants of the customers and using customer satisfaction as their key element forbusiness strategy.2.2 Purpose of the StudyThe purpose of this study is to recognize the customer service level of the sgCarMart.com. Thestudy will initially address the literature related to the customer service for constructing thestudy.2.3 ObjectivesTo assess the customer satisfacton in online marketing siteTo study various factors required for customer service implementationTo identify the principal causes for dissatisfaction and satisfaction among customersCollect various figures and facts of sgCarMart.com4
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