Enterprise Rent A Car

Measuring Service Quality

Enterprise Rent-A-car

Presented ByAnusha Archana Lohitha Sravan

Sravya Srinivas Vamsi

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

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

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!!