KUALA LUMPUR, July 31 (Bernama) — A study on customer satisfaction among car owners in Malaysia conducted by research firm, J.D. Power Asia Pacific, among others, shows that Perodua was the only national car brand which ranked above average in maintenance and repair.
Nevertheless, Proton, the national car chalked up the greatest improvement this year, rising 36 points in the customer satisfaction index score.
Perodua chalked up an index score of 735 compared with the industry average of 728, J.D. Power, an American firm, said in a statement issued from Singapore Tuesday.
Nissan ranked highest with 756 points on a 1,000-point scale, followed by Honda.
“Kia and Proton recorded the greatest improvement among the 24 service standards provided to customers,” J.D. Power’s managing director, Gerrit Kuyntjes, was quoted as saying in the statement.
The survey is based on evaluation gathered between February and May 2007 from more than 3,000 new vehicle owners.
Now in its fifth year, the survey covers authorised dealerships.
Customers look for service quality, problems experienced, user-friendly service, in-service experience, service advisor, service initiation and service delivery.
The survey finds that satisfaction levels can affect customer loyalty.
— BERNAMA
