Customer Satisfaction Report: Analysis of Wataniya Car Rental Services

This report provides a customer satisfaction analysis of Wataniya Car Rental, a car rental company in Kuwait. The report is based on a survey of 50 participants and examines various aspects of customer experience, including demographics, service awareness, satisfaction levels, and value for money. The findings reveal that the company primarily attracts customers from the low to high average income groups and that social media and word-of-mouth are key drivers of service awareness. While post-payment and car options receive positive feedback, the overall customer satisfaction is moderate. The report highlights the need for improvements in customer support and loyalty programs. The report concludes with recommendations for Wataniya Car Rental, including email marketing, enhanced customer support, diverse car models, and loyalty programs, to improve customer satisfaction and retention. The report references relevant academic research on service quality, customer satisfaction, and loyalty in the automobile repair services sector.

Customer
Satisfaction report
on Wataniya Car
Rental

Introduction
 Wataniya Car Rental Company is regarded as a sought out and
well-known car rental firm in Kuwait
 They offer online booking services for rental cars
 They aim to create long-term relationships with its consumers
 A survey has been conducted to determine customer satisfaction
level towards the company’s services
 The findings of the survey will be analyzed within the
presentation

Findings
 During the survey, the first question
was based on the participant’s gender
 Among 50 participants 38% were
females, and 60% were males
 Second question was based on age
group
 Majority of participants belonged to
the age group of 25 to 34
 Third question was based on
participant’s income group
 As per findings, service is more
popular among low to high average
income group
Survey analysis

Continued…
 Fourth question was based on how customers come to know
regarding the service
 The results show through social media and word of mouth
 Fifth question was based on frequent travellers who showed less
percentage of people
 Sixth question was related to approaching the services of the firm
 Majority of the participants are infrequent travellers or new
consumers of the firm

Continued…
 Seventh question was regarding
customer satisfaction towards the
company’s product
 It shows less number of satisfied
consumers
 Eight questions were based on the best
components within the company’s
service
 Post payment and car option are the
best components as per customers
 Ninth question was regarding value for
money related to car and service
 Number of people around 53% reported
positive results
Survey Analysis

Continued…
 Tenth question was regarding the recommendation of the
services to relatives, peers and friends
 It determines the average number of customer satisfaction
towards the company’s services
 Eleventh question was based on approaching the company’s
services again
 As per the results improved customer support and services
helped in attracting existing consumers

Discussion
Kuwait is
regarded as the
emancipated
nation in the
Middle-Eastern
region
Participation of
women is high
due to the gender
gap
Women also
contributes a
significant
proportion of
service consumer
As per findings,
the majority of
customers are
dissatisfied with
the company’s
products or
services
Customers
believe that
social media and
word of mouth
are significant
mediums of
marketing
communications

Continued…
 It has been found that the company deals with lack of loyal
consumer base
 It is seen that post-payment and car options fulfil consumers
need
 Most of the customers believe that the services of the company
are worth recommending
 The company needs to improve its services to satisfy consumers

Conclusion
Customer
satisfaction
survey of the
firm helps the
company to
improve its
services
As per
customer’s
response, the
company along
with its services
are quite popular
To expand their
business, they
can create a
huge customer
base
Company is
required to serve
different car
options, improve
sales support
and customer
care

Recommendations
 The company must use email marketing to generate a digital
marketing plan
 It must improve post-sale customer support and service
 It should offer different car models at a different price range
 The managers are required to implement loyalty programs to
retain consumers
 It will help in attracting several customers

Continued…
The company
must develop a
better
promotional
plan through
social media
It must create a
more competent
team to
understand
consumers need
The executives
must provide a
proper
explanation of
the services to
its customers
It will help in
minimizing the
chances of
consumer
intensification

References
 Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer
satisfaction and loyalty in automobile repair services
sector. International Journal of Quality & Reliability
Management, 32(3), 250-269.
 Wataniya Car Rental. (2019). Wataniyacarrental.com. Retrieved
10 December 2019, from https://www.wataniyacarrental.com/