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Study on Customer Satisfaction Rate

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Added on  2019-10-12

Study on Customer Satisfaction Rate

   Added on 2019-10-12

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AbstractThe 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 qualitative analysis of sgCarMart.com in order to evaluate the overall customer satisfaction rate. The study concludes by discussing on the result and then proposes improvement in the customer satisfaction management for the company.
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Table of ContentsAbstract............................................................................................................................................11.Introduction..............................................................................................................................21.1Background history...........................................................................................................21.2Purpose of the Study.........................................................................................................21.3 Objectives..............................................................................................................................21.4Research Questions...........................................................................................................32.Literature Review.....................................................................................................................33.Methodology............................................................................................................................54.Analysis....................................................................................................................................65.Discussions...............................................................................................................................86.Conclusion................................................................................................................................97.References..............................................................................................................................10
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1.Introduction1.1Background historysgCarMartis Singapore’s leading online marketing site which operates in variety of businesses relating to car auction, vehicle classified, car insurance, loans and settlement services. This company was founded in 2004 originally as a car classified service with three-person team. In 2007, it managed to break even and since then it has grown to a wide team having more than 60 staff members. As per some reports, the leading online marketing site has earned an annual revenue of US$4.04 million with over 10,000 listings on its site. For upgrading their network, sgCarMart was seen to tap into IDA's IPv6 Transition Programme in March 2012. The company therefore aims to fulfill all the needs and wants of the customers. 1.2Purpose of the StudyThe purpose of this study is to recognize the customer service level of the food court. The study will initially address the literature related to the customer service for constructing the study. 1.3 ObjectivesTo assess the customer satisfacton in online marketing siteTo study various factors required for customer serice implementationIdentifying the priciple causes for dissatisfaction and satisfaction among the customersCollect various figues and facts of sgCarMart.com
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1.4Research QuestionsThe primary question aimed for this study is “What is the importance of customer satisfaction in development of the online marketing site?” Keeping this in mind, the questions framed for this study are:What is the perception of the customers regarding sgCarMart.com in terms of the servicesbeing provided?Does sgCarMart.com have an efficient customer service management?What are the factors for implementing a successful customer service?2.Literature ReviewCustomer satisfaction has been generating immense interest and is considered as a tool for evaluating the quality of the service or the product. Positive response from the customers is considered as the best indicator of future profit of any organization. Kotler & Philip (2009), characterized satisfaction as the evaluation of the quality of the product or service post-purchasing as compared to the expectations from the pre-purchasing. Customer services are highly personal assessment which are directly related to the expectations of the customers. Han, Mack and Karp, Peter (1989) defined a satisfied customers present in public as well as public sector as the one who receives significant added value to their bottom line. The marketing managers are bound to be influenced by the expectations of the customers in this competitive business environment and look out for meeting the demands of their customers. Nick Wreden (2004), stated that in order to avoid any issues and problems arising from the complex between customer differences and expectations, company should concentrate on customer equity and
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