Opis: The paper examines the nonlinearity and asymmetry between the satisfaction with individual attributes of the service and overall satisfaction in the context of passenger car servicing in Slovenia. The data set that was analysed was acquired from a regular survey on customer satisfaction with vehicle repair and maintenance services of four European automotive brands in Slovenia, carried out in 2005 and 2006 through 12,941 computer-assisted telephone interviews. Specifically, this study utilizes regression analysis in order to test the asymmetry and nonlinearity of the link between the attribute-level performance and overall satisfaction.
The results show that the influence of dissatisfaction is different from the influence of satisfaction, and that the influence of satisfaction on overall satisfaction is greater than the influence of dissatisfaction. The results also show that nonlinearity is applicable to certain attributes of vehicle servicing, but not to all.
We can sum up that precise knowledge of the correlation between the attribute-level performance of vehicle servicing and overall service satisfaction is important. Results show that caution must be employed in the evaluation of the importance of individual attributes on overall satisfaction, since the importance can change depending on the level of satisfaction. It appears that focusing on improving satisfaction is more important than focusing on lessening dissatisfaction. Results also show that the improvement of attribute-level performance offers diminishing returns; therefore, selective investment in activities for increasing customer satisfaction is sensible if satisfaction levels are already relatively high.Ključne besede: service quality, customer satisfaction, automotive industry, nonlinearity, asymmetryObjavljeno: 06.06.2012; Ogledov: 1919; Prenosov: 187 Celotno besedilo (1,44 MB)Gradivo ima več datotek! Več...
Opis: The master’s thesis discusses different approaches how to assure the quality and reliability of high voltage contactors in automotive industry. In the beginning, the history of the development is described, followed by basic knowledge about materials and magnetic theory used in relays. The main part of the thesis is tests defying to qualify the relays for usage in automotive industry. There are different tests, divided in different groups. Second important part is reliability prediction according to standards used in this area of business. Reliability prediction and calculation of failure rate on different contactors are described in last chapters. Calculation also included influence of different factors on life span of the parts. In conclusion, the results are commented and proposal for development is given based on results of the research.Ključne besede: Automotive industry, high voltage contactors, testing, reliability, failure rateObjavljeno: 07.02.2018; Ogledov: 452; Prenosov: 42 Celotno besedilo (1,89 MB)