To investigate operations efficiency at ShineOn Car Wash and Grooming Specialist and its impact on service quality

Kumar, Pawan and Harnett, Denise (2018) To investigate operations efficiency at ShineOn Car Wash and Grooming Specialist and its impact on service quality. Applied Management Conference, Hamilton, New Zealand, July, 2018.

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Abstract or Summary

The aim of this research project is to investigate the operational efficiency at Shine On Car Wash & Grooming Specialists and its impact on customer satisfaction and service quality. At the beginning of the study, background of Shine On is discussed to gain a greater knowledge regarding the company and its operations. Further, a PEST analysis is conducted for identifying factors affecting the business activities of the firm. Besides external environmental assessment, an analysis of its internal environment is also carried out through SWOT analysis, so that the strengths, weakness, opportunities and threats for the firm can be identified. Then an inclusive review of the literature is conducted that includes the concept and theory of operational efficiency, service quality and customer satisfaction (Expectation and disconfirmation theory). The Kano model is also analysed. Background of the research and methods to be used in the research are also mentioned. Primary data collected by using qualitative methods involved interviewing the manager and staff members. The proposed cost and ethical considerations (storage and use of data, withdrawal and confidentiality) are also discussed along with research limitations (lack of time and experience) and a timeline for the entire research. Results of the research: Operational efficiency was low due to the small size of the workplace. Service quality was low due to shortage of staff, and extra workloads. On a few occasions, shortage of chemicals was the reason behind low customer satisfaction. To conclude, operational efficiency is associated with customer satisfaction and service quality. Operational efficiency is directly proportional to the service quality and customer satisfaction. The main recommendation is, The Shine On Car Wash and Grooming Specialists should assess operational efficiency regularly.

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:car wash, business, customer service
Subjects:H Social Sciences > HF Commerce
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Business and Adminstration
ID Code:6242
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Deposited On:26 Nov 2018 01:58
Last Modified:18 Dec 2018 05:11

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