Identification and Analysis of Causes of Poor Service Quality in Fleet Maintenance Facility in Ethiopian Construction Works Corporation
No Thumbnail Available
Date
2022-02
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
The construction industry in Ethiopia covers 70% of the capital budget and is ranked second after the agriculture sector for creating job opportunities for millions of people. Many studies showed that in construction company fleet availability and reliability takes a lot of share in the accomplishment of projects with planned cost, quality level, and within the scheduled time. The basic objective of fleet maintenance service is providing the service with high quality, reasonable price, timely delivery, and considerate service. Lack of continuous quality improvement program resulted in high maintenance cost spent, high downtime, high frequency of maintenance, and overall customer dissatisfaction and complaint as presented in the case company. Hence, this research aimed to structurally analyze the maintenance service quality factors in the fleet maintenance facility of a construction company for efficient and effective decision-making on fleet maintenance service quality improvement. The research isan applied research type that followed an empirical study design methodology and has taken the main/ central maintenance facility of Ethiopian Construction Works Corporation as a case company. Using the primary and secondary sources of data, the research has identified seven major service quality factors and nineteen customer service requirements. MCDM tools; interpretive structural modeling (ISM) and Fuzzy TODIM with the integration of quality function deployment tools have been used for the qualitative and quantitative data analysis. Based on the analysis, the result has shown that; “Maintenance facility layout and Ambiance”, “Machine and maintenance tools”, and “Spare part and material availability” are the most critical service quality factors and have high relation with the most prioritized customer requirements which are; “maintenance personnel with friendly & good behavior”, “willingness of the staff to give enough explanation & advise”, “a reliable and error-free maintenance service” and “reasonable and fair maintenance service pricing”.Hence,these quality factors need high consideration while developing fleet maintenance service strategies and policies because they havea high effect in meeting customer needs and for the improvement of service quality in the case company.
Description
Keywords
poor service quality, Ethiopian construction Works Corporation, fleet maintenance