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Despite a severe market environment over the past decade, the Toyota dealership, Nets Toyota Nangoku, has maintained superior customer satisfaction. This dealership has ranked number one in customer satisfaction among 300 Toyota dealerships every year for the last fourteen. The research framework has research uniqueness among auto dealer researches and is as follows: two factors impact on employee satisfaction. One is organizational cultures which shares internal service qualities of "The service profit chain." The other is self-actualization which is customer satisfaction directly leads the employee satisfaction. To investigate the dealership's success, we interviewed a number of Nets' manager and send out a questionnaire. Interview study arrived at the following conclusions about its success: (1) Altruism plays an important role not only in terms of customer satisfaction but also for employee satisfaction. (2) Relations of cause and effect between customer satisfaction and employee satisfaction are reciprocal. (3) Employee satisfaction is a major goal or purpose of organization. (4) A high level of internal service quality factors within an organization such as Nets Toyota Nangoku empower employees greatly, develop employee's potential capabilities, and increase employee satisfaction. |
