SINGAPORE: 20 November 2014 — Overall new-vehicle initial quality in Malaysia improves for a fifth consecutive year, despite more vehicle owners indicating having experienced issues with excessive fuel consumption—one of the top five most frequently cited problems in 2014—according to the J.D. Power Asia Pacific 2014 Malaysia Initial Quality StudySM (IQS) released today.
The study, now in its 12th year, measures problems experienced by new-vehicle owners during the first two to six months of ownership. The study examines more than 200 problem symptoms covering eight vehicle categories: vehicle exterior; driving experience; features/ controls/ displays; audio/ entertainment/ navigation; seats; HVAC; vehicle interior; and engine/ transmission. All problems are summarized as the number of problems per 100 vehicles (PP100). Lower PP100 scores indicate a lower rate of problem incidence and, therefore, higher initial quality.
Overall initial quality in Malaysia averages 82 PP100 in 2014, an improvement from 88 PP100 in 2013. Initial quality improves in four of the eight problem categories: vehicle exterior (2.8 PP100 improvement); engine/ transmission (2.4 PP100); driving experience (2.3 PP100); and features/ controls/ displays (1.2 PP100).
Problems related to excessive fuel consumption increase to 2.8 PP100 in 2014, up from 2.7 PP100 in 2013, which moves this problem symptom to the top five most frequently reported problems. In addition, good fuel efficiency is the second-most frequently cited purchase decision factor (14%), after low purchase price (15%).
“While automakers strive to produce more fuel-efficient vehicles, they must communicate clearly the fuel consumption pattern across existing models on sale to the customers. Failing which, customers can continue to have negative experience on vehicle quality associated from poor fuel consumption, which is on the rise,” said Rajaswaran Tharmalingam, Malaysia country head for J.D. Power Asia Pacific, Singapore. “Quality care programs for customers with tips to manage vehicle fuel consumption better is an area for consideration forward.”
- Initial quality impacts new-vehicle owner advocacy. Among owners who are “pleased” or “delighted” with their overall vehicle quality (providing ratings of 8 or higher on a 10-point scale), 54 percent say they “definitely would” recommend the model they purchased to family and friends, while only 13 percent of those who are “indifferent” or “disappointed” (providing ratings of 7 or below) would do the same.
- Nearly seven in 10 (68%) owners rely on friends or relatives as a source of information when shopping for their vehicle.
- 52 percent of owners who did not test drive their vehicle during the purchase process experience more problems (91 PP100) than those who took a test drive (73 PP100).
Among the 63 models examined in the study, two Toyota models and one Isuzu model rank highest in their respective segments.
The Toyota Vios ranks highest in the entry midsize segment with a score of 64 PP100. The Nissan Almera ranks second with 68 PP100, followed by Honda City with 73 PP100.
The Toyota Avanza ranks highest in the MPV/ van segment for a fifth consecutive year, with a score of 38 PP100. The Nissan Grand Livina (77 PP100) ranks second.
The Isuzu D-Max ranks highest in the pickup segment with a score of 40 PP100. The Toyota Hilux ranks second with 53 PP100, followed by the Ford Ranger with 54 PP100.
The 2014 Malaysia Initial Quality Study is based on responses from 3,070 new-vehicle owners who purchased their vehicle between August 2013 and May 2014. The study includes 63 passenger car, pickup and utility vehicle models of 17 brands. The study was fielded between February and July 2014.
Media Relations Contacts
Xingti Liu; J.D. Power Asia Pacific; Singapore; Phone 65-6733 8980; email@example.com
John Tews; J.D. Power; Troy, Michigan, USA; 001-248-680-6218; firstname.lastname@example.org
About J.D. Power Asia Pacific
J.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at japan.jdpower.com.
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