..."The small separation in scores among the top makes verifies the high level of competition among the customer satisfaction leaders in the Taiwan automobile industry," commented Chris Bonsi, director of Asian Business Development at J.D. Power Asia Pacific.
"According to the J.D. Power Taiwan Customer Satisfaction Index Study, customers in Taiwan have high expectations regarding their vehicles and how they are serviced.Manufacturers need to understand these expectations and provide quality products and dealer services that meet and exceed customer expectations," commented Chris Bonsi
."With 99.7% of respondents visiting a franchised dealer or service center, dealers in Taiwan have a golden opportunity to develop a long-term relationship with their customers.It is critical that manufacturers and dealers develop programs to take advantage of this opportunity," Mr. Bonsi
added. The J.D. Power
1998 Taiwan Customer Satisfaction Index is composed of six factors of that determine a customer's overall satisfaction with product quality and dealer service.The six factors are listed in order of their weight or contribution to overall satisfaction:
Service Performance-(39.6%) Service Advisor-(21.4%) Problems Experienced-(19.7%)
noted that "Dealer frontline personnel are the cornerstones for building customer satisfaction in the Taiwan market."
The 1998 Taiwan CSI Study includes 21 manufacturers with primary analysis conducted at the make or nameplate level.The fieldwork began in May and concluded in July of this year. J. D. Power Asia Pacific, Inc.
was established in 1990 as the Asia and Oceania branch of J. D. Power and Associates