可靠度與壽命分析-美國與歐洲重型卡車製造商與顧客

Abstract

This Master’s Thesis focuses on the reliability of Heavy-Duty Trucks and how this affects satisfaction and brand image among customers. A considerable share of the thesis is concerned with quantitative analyses, founded on regression analysis, with the objective of measuring how strong the reactions of customers in Western Europe and the US are to changes in reliability. The thesis provides measures of how well changes in customer satisfaction with reliability and reliability image can be predicted by changes in reliability performance.

Seven face-to-face interviews were also carried out with managers of Swedish truck fleets in order to understand better how customers acquire, utilise and diffuse information about reliability and durability.

Finally, the thesis deals with economical aspects of durability, which initially was supposed to be the focus of this thesis and which is also closely connected to reliability. A model is created to describe my understanding on the issue and the constituents of the model are discussed.

The report is made together with the Institute of Management of Technology at National Chiao Tung University, Taiwan, and the Department of Technology Management and Economics at Chalmers University of Technology, Sweden.

This Master’s Thesis focuses on the reliability of Heavy-Duty Trucks and how this affects satisfaction and brand image among customers. A considerable share of the thesis is concerned with quantitative analyses, founded on regression analysis, with the objective of measuring how strong the reactions of customers in Western Europe and the US are to changes in reliability. The thesis provides measures of how well changes in customer satisfaction with reliability and reliability image can be predicted by changes in reliability performance.

Seven face-to-face interviews were also carried out with managers of Swedish truck fleets in order to understand better how customers acquire, utilise and diffuse information about reliability and durability.

Finally, the thesis deals with economical aspects of durability, which initially was supposed to be the focus of this thesis and which is also closely connected to reliability. A model is created to describe my understanding on the issue and the constituents of the model are discussed.

The report is made together with the Institute of Management of Technology at National Chiao Tung University, Taiwan, and the Department of Technology Management and Economics at Chalmers University of Technology, Sweden.