Measuring Service Quality

Enterprise Rent-A-car

Presented By-

Anusha Sravya
Archana Srinivas
Lohitha Vamsi
Sravan
 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

 Alsorated 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!!