Mawaeed - Customer Satisfaction - Online e Marketing Application - Functions of Mawaeed - Marketing Assignment Help

Assignment Task:

1.Introduction: 

Customer satisfaction is concerned with the fulfilling changing and new needs of the customers, perceived value, effective response, expectancy disconfirmation, and fulfilling key needs. Marketing activities increase customer satisfaction, corporate image, competitive advantage and expansion of business. It is also useful in building brand loyalty, efficiency and optimum utilization of resources. There is a need for innovation in terms of sustainable growth, dealing with competition and changing customer expectations. 

The proposed business plan is called ‘mawaeed’, a name translated from Arabic that means appointments. It is an online e-marketing application – a platform that will take appointments from the customers for vehicles, service centers, garages, car washes, hospitals, barbers, beauty salons, dry cleaners, etc. The application will act as a single stop shop to ease making appointments with any local facility without much struggle with smooth accessibility and at any time.

‘mawaeed’ covers the following products/services: 

• Vehicle sale
• Service centers
• Car wash 
• Hospital appointments 
• Restaurants 
• Beauty salon 
• Dry cleaners

2.The main attractions of the ‘mawaeed’ application:

• User-friendly and simple built-in menu
• Multiple orders from the same user
• Quick confirmation
• 24 by seven customer support Chatbot

3.Product Description 

The chosen brand is mawaeed, and it is online software that is used through websites and mobile applications. The software application shows the list of service providers providing vehicles, service centers, garages, car washes, hospitals, barbers, beauty salons, dry cleaners, etc. The web-based mobile application provides images, rates, menus, and other details that customers desire for their buying experience. It helps to bring the buyers and sellers together in a particular platform.

4.Functions of mawaeed

• Customers can use the online application round the clock from their laptops, mobile phones, and tabs. 
• The application will be available on iTunes, Windows, and Android platforms. It will help the customers to book for their appointments any time and from anywhere. 
• The booking confirmation is immediate; it displays the available slots so that the customer can select for his/her convenience. 
• There will be 24/7 customer support service through online (Chatbot) and toll-free numbers. 
• Customers can customize their requirements, and browser history could be saved for future reference. 

The mobile application will work on two different platforms:

• Customer application 
• Service provider application 

The customer will log in with the unique customer ID and password linked to his or her mobile number. All of the service provider information and details are stored in the application. Once the customer chooses the product/service, the appointment will be confirmed. The customers are charged initially during the first registration, and they will require to re-register on an annual basis. The same also applies to the service providers available in the application and accessible to the customers.

5.Product Specifications 

‘mawaeed’ is an application based on websites and mobile devices, that shows the list of service providers providing vehicles, service centers, garages, car washes, hospitals, barbers, beauty salons, dry cleaners, etc. Mobile and web-based applications provide images, rates, menus, and other details that customers desire for their buying experience. ‘mawaeed’ is a good way to bring the buyers and sellers together in a particular platform. The main service targeted by ‘mawaeed’ is the point-of-sale (POS) system that will provide all the required details to the users. 

6.Strategic Overview 

‘mawaeed’ will display the pricing of various firms on mobile and website applications. These pricing strategies are based on the firms advertising with ‘mawaeed’ and therefore ‘mawaeed’ will charge a 1% commission on the advertisement displays from these firms. Secondly, ‘mawaeed’ charges the customers during registration and annual renewal a one-time fee. It also charges the providers during the first time registration only and a percentage commission fee from each transaction completed by the customer visit, equivalent to 10% of the service cost with a minimum amount of RO 0.500. ‘mawaeed’ is a medium for advertisements of the service firms. Customers will have a unique user ID and password, which will be linked to their mobile numbers. It will help ‘mawaeed’ to communicate and track its customers. 

7.Distribution 

‘mawaeed’ will target all the major cities and towns of Oman, like Muscat, Seeb, Sohar, Salalah, Nizwa, Barka, Sur, Ibri, etc. These cities will be connected with the help of the service providers. The main languages of the mobile and web-based application will be Arabic, English. The application will be developed in the short-term future to cater for more languages to better support the vast majority of other foreign residents. 

8.Marketing & Advertising 

‘mawaeed’ will use Twitter, Instagram, WhatsApp, Facebook, and Pinterest to promote its products and services. These mediums are cheaper and effective methods of promotion. The advertisements and marketing displays will be based on images and limited text, as the main attraction for the customer. Images have a high retention power to customers rather than written words. 

9.USP 

‘mawaeed’ offers no product of its own as it is just a service provider. It has no tangible product to offer, except for the confirmation of appointments between the firms and the customers. ‘mawaeed’ acts as a third party between the firms and the customers. 

10.Human Resources 

‘mawaeed’ is not workforce intensive. Customer care employees are outsourced from call-center service providers. They receive and manage the issues and resolve customer queries and complain. On the other hand, Chatbots also exist to provide online support in realtime.

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