Study Customer Service Level of sgCarMart

17 Pages3234 Words137 Views

Added on 2019-10-12

Study Customer Service Level of sgCarMart

Added on 2019-10-12

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sgCarMart.comMini project on sgCarMart.comMini-projectNameSubmitted toDate1

Study Customer Service Level of sgCarMart_1

sgCarMart.com1. AbstractA marketplace does not only aim to attract new customers but it also concentrates on retaining their existing customers by implementing various procedures and policies for customer satisfaction 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 the organization, 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 the overall customer satisfaction rate. The study concludes by discussing the result and proposing improvement in the customer satisfaction management for the company. 2

Study Customer Service Level of sgCarMart_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

Study Customer Service Level of sgCarMart_3

sgCarMart.com2. Introduction2.1 Background historysgCarMart.comis Singapore’s leading online marketing site which operates in a variety of businesses 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 than 60 staff members. As per some reports, the leading online marketing site has earned annual revenue of US$4.04 million with over 10,000 listings on its site (Singapore Press Holdings acquires 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 order to retain its success in the cut-throat environments, the company is aiming towards fulfilling all the needs and wants of the customers and using customer satisfaction as their key element for business strategy.2.2 Purpose of the StudyThe purpose of this study is to recognize the customer service level of the sgCarMart.com. The study will initially address the literature related to the customer service for constructing the study. 2.3 ObjectivesTo assess the customer satisfacton in online marketing siteTo study various factors required for customer service implementationTo identify the principal causes for dissatisfaction and satisfaction among customersCollect various figures and facts of sgCarMart.com4

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