Customer Satisfaction Analysis on Supershuttle Taxi Service, New York

2086 Words Sep 18th, 2011 9 Pages
Case Study: Supershuttle New York (Blue Van)

By Putri Ayu Diah Chandra Puspita

PMM Case Study 27th August 2011 Word count: 1,990 (excluding bibliography)

Table of Contents 1. Table of Contents 1. 2. 3. Introduction – importance of customer loyalty to a company.......................... 3 Analysis for operations management of Supershuttle ....................................... 4 Data and information needed to support management decision for Supershuttle operations management ................................................................. 6 4. 5. Managing operational finance ............................................................................. 8 Conclusion
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From the many complaints faced by Supershuttle above, it seems that the operations management of Supershuttle need some improvements. To enable the implementation of operations management appropriately; Supershuttle’s management should take a holistic view of the total system and relationship within it, which is known as “systems view” (Southern, 2001). The inputs, the transformation process and the outputs should be identified in order to use the systems view approach. For Supershuttle, the input consists of the physical resources, which are cars, reservation and communication systems; and the employees along with the skills they have which

are the drivers, reservation center operators and customer care staff. The transformations take places are combination of place and comfort transformations. The intended output is for the customers to arrive at the airport on time, safely and securely. After taking a holistic view of the systems, the company has to identify the competitive priorities factors in order to determine specific quality standards that are important to achieve customer satisfaction (Southern, 2001). The company can use the service quality framework (SERVQUAL/RATER) model to help determine these factors. SERVQUAL is a method that mentions five important dimensions of service quality, which are: reliability, assurance, tangibles,

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