Simulation In Marketing Service: A Case Study Of GTC Seo Company

Abstract

Quoting process is a key stage of a sale cycle in which a customer is offered a breakdown list of individual charges of a total cost for a certain product or service. From the service provider’s perspective, providing a clarity quote within a short waiting time is a sign of a professional and trustworthy business, which not only increases the likelihood of winning the deal but also enhances the customer’s satisfaction. However, lack of human resource is considered as one of the reasons leads to long waiting time in the quoting process. By choosing the GTV SEO company as a case study, this thesis develops and tests discrete event simulation model in ARENA Rockwell Simulation software to examine and decrease the waiting time of customers.