A Report On The Enterprise Leasing Company

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

Jack Taylor began his business of Enterprise Rent-A-Car in 1962 in St. Louis, Missouri. Following the successfully philosophy of, "Take care of your customers and employees first, and profits will follow", Enterprise grew steadily to become the nation’s largest rent-a-car company. What separated Enterprise from its other competitors such as Hertz, Avis, and Alamo was the fact that the company focused on two segments of the home-city market rather than appealing to the airport-rental market.

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

The Customer Satisfaction category allows the experts to look at the company’s design and delivery of products and services with a high level of customer satisfaction. The applicant will need to address how the company identifies market segments, the level of focus on the market segments, how product features and service are selected to best serve the market segments that were identified, how the company develops customer relationships, key factors in customer satisfaction and how the company obtains and utilizes customer feedback to improve performance.

Enterprise is focused on customer satisfaction in all aspects of their operations. Their overall goal is well documented on their website and presented in many of their national marketing campaigns. These marketing campaigns include commercials and social media buys that are shown on major networks. They currently use questionnaires that ask customers to answer questions based on two criteria. The first asks the customer to rank the overall experience at Enterprise. The other is a simple question asking the customer is they would rent again from Enterprise. The response rate for most customer surveys is very low, this is due to long and complicated surveys and questionnaires. This questionnaire is a tool called the Enterprise service quality index (ESQI) and provides an easy way of collecting information quickly to measure their results. The questionnaire focuses on top box positive feedback. Customers who stay local to the company will generally be free positive marketing for Enterprise. This free marketing from the customers is in the form of referrals to friends, family and colleagues.

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

With the years going by, Lincoln Electric Company, despite its excellent performance in production, has been growing in a very steady speed, and never really grew to a large scale company.

When a company requires funs, they usually do so in a form of a bond or a stock, for Enterprise however, that is not the case. Enterprise Rent-a-Car is a private company that does not have any stocks or bonds. Instead, Enterprise focuses on its external sources of equity. A domestic equity offering is offering the US which would be the home country, funds in terms of dollars. “Any funds transferred to subsidiaries have to be converted into the subsidiary’s local currency” (Madura). Being that Enterprise Rent-a-car is a private company, they do not deal with the equity capital or the debt capital strategy. Instead they earn money on investments when someone has to pay out of pocket for car accidents or even medical bills.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Cendant Corporation, one of the world’s largest hotel and real estate franchises was known as the largest accounting fraud before Enron. Cendant Corporation was created in 1997 when Hospitality Franchise Systems (HFS), Inc. merged with Comp-U-Card international (CUC). Chairman Walter Forbes and Vice-chairman Kirk Shelton were the perpetrators to a decade long accounting and securities fraud. The day after Cendant exposed evidence of accounting irregularities the corporations stock and convertible bonds lost nearly $14 Billion (Morgenson, 2004). This paper will address the issues that went wrong with Cendant and how the crimes fit into to Friedrichs’ typologies.

Exhibit 10 informs us about importance of key attributes in customer satisfaction during 2002. According to this

At first “X” company has to conduct a SWOT analysis, which provides data for an organization to create strategic plans, appropriating resources and developing tools or actions to bring about continued success to analyze the organization. Once the SWOT analysis has been completed, the organization is able to create the mission and vision statements. In addition to what was said before, customer satisfaction should be one of if not the main objectives. To understand the level of customers’ satisfaction, and desires “X” should implement surveys called “customer satisfaction survey.” These surveys will be sent to new and old customers during certain times a year. E-mail surveys also have to be provided for all customers. The surveys will

1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?

The case study is about Enterprise Rent a Car, which initiated its business in the year 1957 at USA. The company slowly expanded its business and now they have more than 65000 workforce presented. The company is highly depending upon their workforce and to retain them longer, they use to give them training and development with passage of time. Hence, the company also do workforce planning for fulfilling future needs of the workforce.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these