Download - Enterprise Rent a Car
Enterprise Rent-A-car
Measuring Service Quality
Presented By-
Anusha SravyaArchana SrinivasLohitha VamsiSravan
INTRODUCTION
• Largest rent-a-car company in U.S.• Founder: Jack Taylor• Enterprise’s St.Louis headquarters • Focus on:customer satisfaction• Service: home-city replacement market• Measures :ESQi (Enterprise Service
Quality index)• Referral agents:Insurance agents&
body-shop managers ,independent company
ENTERPRISE’S SERVICE QUALITY SURVEY
INFORMATION:• Customer satisfaction levels
RESEARCH OBJECTIVES:1.Exploratory research: • Problems-lack of better survey response rate & quick
response • Solutions- using personal/online/telephone contact
methods & taking large representative samples. 2.Descriptive research: market potential on product &
consumers interests are considered .3.Causal research:cause-and-effect relationships are
tested.
PRIMARY DATA COLLECTION Research
approaches Contact methods Sampling plan Research
instruments Survey Mail Convenience
sample Questionnaire
CUSTOMER SATISFACTION INFORMATION
MAIL SURVEY:• leads to slow data collection & poor
flexibility OTHERS MEANS:• Telephone/personal/online survey gives
excellent speed of data collection & good response rate.
• The above are the recommendations to improve response rate & timeliness of feedback from customers.
CONTINUOUS IMPROVEMENT
Want to improve on customer satisfaction
Providing onsite and off site services at some airports
Problems in the Improvement Wanted a better survey response rate It could take up two months to get
results back
ESQi
Enterprise wants to find and rate the
satisfaction of the customers
Want to rate the overall average performance and for each branch using ESQi
Also rated managers for promotion on the basis of ESQi of that branch
Questions????
Question 1
Analyze Enterprise’s service Quality survey. What information is it trying to gather? What are its research objectives?
Question 2
What decisions has enterprise made with regard to primary data collection—research approach, contact method, sampling plan, and research instruments?
Question 3
In addition to or instead of mail survey, what other means could Enterprise use to gather customer satisfaction information?
Question 4
What specific recommendations would you make to Enterprise to improve the response rate and the timeliness of feedback from the process?
Thank You!!