The quality of services in any organization determines customer satisfaction and their return rate in that company to ask for more assistance (Paul, 2016). In the motor vehicle renting business, renting, cost, and follow-up are fundamental to securing and retaining clients. Therefore, PAR company should set-up a system that will offer all favorable conditions for securing and sustaining the customers. The company should integrate Debit card payment to allow trusted customers to even pay after using the vehicles if they don't have enough funds in their credit cards. The system should auto-generate receipts indicating they are paying method of the customers. PAR company should include a vehicle tracking system to ensure that they can track all the vehicles after renting them to the clients. Tracking will benefit both the customers and the company since the management team will reach clients in case of breakdown and become aware of careless driving.
In its design, the system should send auto-generated notifications to the customers who have rented the vehicles. Since the cars are rented for seven days, the system should notify the renters on the sixth day that the rented deadline is due, and any delay at any single day shall attribute to a demerit. Therefore, the automatic notification system's integration will avoid any customer complaints since there shall be enough evidence that they were notified about the deadline.
It is also significant for the proposed system to have an instant messaging platform that allows the customers to chat with the company management. The instant messaging platform will ensure adequate communication and flow of information. In case a customer needs time extension of the car they rent, they shall be communicating through this platform to be allowed the extension to avoid being demerited.
Once the customer logs into the system, they must provide their details for merit and demerit checking. After checking, the customers are approved to either rent car or heavy-duty vehicle. Each vehicle has a unique rentID, which is verified before a customer is allowed to pay for the vehicle of their choice. After payment is confirmed, customers are assigned vehicles and obligated to return after seven days. If the customer does not return the vehicle on the due date, the system demerits the customer. Customers with few demerits are retained, while those with many are deemed to be customers.
The assumptions include
Demerits are only based on return time and licenses forgetting other vital aspects such as age.
PAR trusts all the customers will return the vehicle in good condition after the rented time expiry.
Paul, J., Mittal, A., & Srivastav, G. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing.
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