This report presents a quantitative analysis of customer satisfaction at sgCarMart.com, a leading online marketing site in Singapore. The study examines various aspects of customer service, including waiting times, information availability, driver behavior, and the overall quality of services. The methodology involves a literature review, a quantitative approach, and the use of questionnaires to collect data from customers. The analysis reveals key factors influencing customer satisfaction, such as the importance of reducing waiting times, providing comprehensive information on the website, and ensuring a comfortable ride experience. The report concludes with recommendations for improving customer satisfaction and enhancing the company's brand reputation. It also addresses research questions related to customer perception, customer service management efficiency, and the factors that contribute to successful customer service implementation, offering valuable insights for businesses aiming to enhance customer loyalty and improve service quality in the online marketing sector.
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