Study on the Advance Hydraulic Excavator of the after-sales maintenance quality services

• Main Authors: Jui-Hung Hsu, 徐瑞鴻
• Other Authors: Wen-Ruey Lee
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/29015109029417000767

碩士 === 崑山科技大學 === 企業管理研究所 === 101 === ABSTRACT In the construction industry, the Advanced Hydraulic Excavators are considered to be the most important among the construction machines. When there is a need for machine maintenance and repair, most construction companies work with contractors, such as machine rental or small private vendors. This study selected CAT brand as the main research body and used PZB methodology to study service gap “Model 1 & 2”. The Customized Service Agreement (CSA) was estimated by the customer loyalty index and the conclusion proved CSA can improve “Gap model 1”. Both Chi-square test and Spearman’s rank correlation were the statistical inferences used to find the correlation between customer loyalty improvement and consumption contribution. The result of the Chi- square test showed that there was a positive improvement which meant CSA narrowed “Gap model 2”. However, Spearman’s rank correlation showed that it did not matter whether loyalty index was high or low, the CSA consumption amount would remain the same because there was no correlation between customer loyalty and consumption. The more customer loyalty increases, the more company will benefit. A company Taichung branch’s 2012 new machine sales result revealed over 76% of customers who bought new machines would also invest in CSA. This result further illustrated the improved customer loyalty meant CSA had gotten the approval of the customers. If CSA system was effectively applied to the after sales maintenance quality service of the Advanced Hydraulic Excavators, then it could be an effective solution to PZB conceptual model of service quality between the Gaps model 1 and model 2.