The Number of vehicles in Jakarta, Indonesia more and more, car dealers are increasingly challenged to manage their service capabilities in addressing consumer demand for improvements in the workshop.
This is what adds to the duration of the waiting time and lead to decreased customer satisfaction levels. According to J.D. Power Asia Pacific 2015 Indonesia Customer Service Index (CSI) StudySM released on Tuesday (01/09/2015).
Indonesia's 2015 CSI Study is a study of 3,625 vehicle owners who have taken delivery of their new vehicle between February 2013 and June 2014. The survey was conducted also on those who have brought their vehicles to the authorized dealer or service center between August 2014 and June 2015. The study conducted between February and June 2015.
A study has now entered its 15th year, measures new-vehicle owner satisfaction with the after-sales service through a dealer in the performance assessment of five factors ranging from the quality of service (30%); start processing services (27%); service facility (15%); making vehicles (15%); and consultancy services (12%).
Dealer service performance is calculated on a scale of 1,000. Study 2015 is exclusively checking service satisfaction in the mass market segment.
As a whole the level of satisfaction for brand mass market reached an average of 761 points in 2015, down 6 points from 2014. The rate of satisfaction declined in five factors, which factors consultant services are factors that most decrease (-11 points).
The study found that the proportion of customers waiting to speak with consultancy services prior to the service increased to 43 percent from 35 percent in 2014.
Source: detik.com
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