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J.D. POWER AND ASSOCIATES ANNOUNCES COMPUTER END USER STUDY 1992 PERSONAL COMPUTER SURVEY RESULTS

J.D. POWER AND ASSOCIATES ANNOUNCES COMPUTER END USER STUDY 1992 PERSONAL
    COMPUTER SURVEY RESULTS
    AGOURA HILLS, Calif., Oct. 1 /PRNewswire/ -- For the second year in a row, Apple Computer ranked at the top of the Personal Computer category in the J.D. Power and Associates Computer End User Satisfaction Study, a study conducted among users in a business office setting.  In the second annual study, J.D. Power and Associates surveyed 2,255 PC end users at more than 1,145 business sites across the country.  Of the major areas contributing most to customer satisfaction, ease of use leads the way.  That factor alone makes up 45 percent of the end user's overall satisfaction.
    Other factors contributing to end user satisfaction with their personal computers are:  capacity, operation, quietness and repair service.  The study also reveals that PC users who are involved in the purchase decision tend to be more experienced and are more likely to indicate greater satisfaction levels.  Apple, ranked as having the "Most Satisfied Personal Computer Users," has an overall satisfaction index of 124.  Apple is followed by Dell Computer at 116, CompuAdd at 109, AST at 108, Gateway at 107, Hewlett-Packard at 106 and Compaq at 103.  J.D. Power and Associates does not reveal index scores for personal computer companies ranking below industry average.  Other PC companies ranked in the study (in alphabetical order) are:  Epson, Everex, IBM and NEC.
    Seven areas make up the Ease of Use factor, including ease of: setting up, connecting peripherals, learning how to use, learning without documentation, understanding information and finding information.  Users with a higher perceived computer expertise develop a greater sense of the relative value of their PC purchase and tend to be among those most receptive to ease of use elements. Personal computer brands that sell heavily into the professional job categories were those that generated a greater increase in satisfaction levels.  On the other side of the scale, those using networked PCs were not as highly satisfied, likely because of the additional work and patience required to use the networked resources.
    Results of the 1992 Computer End User Satisfaction Study in the Software category will be released on Thursday, Oct. 8.  This study will feature the top ranking companies in three software segments: word processing, relational data base and spreadsheet.  The study will also reveal the factors that drive customer satisfaction in that product category.
    J.D. Power and Associates is an international marketing information firm with headquarters in Agoura Hills.  The firm has offices in Torrance, Calif.; Detroit; Westport, Conn. and Tokyo.  The firm is best known for its marketing information and consulting in the areas of consumer opinion and customer satisfaction.
    -0-             10/01/92
    CONTACT:  Patricia A. Patano or Jim Olson of J.D. Power and Associates, 818-889-6330 CO:  J.D. POWER AND ASSOCIATES IN:  CPR ST:  CA -- LA016 -- X897  10/01/92
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Copyright 1992 Gale, Cengage Learning. All rights reserved.

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Publication:PR Newswire
Date:Oct 1, 1992
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