Abstract
The goals of this research are (1) to obtain the characteristics of maintenance service providers that have a direct impact on performance of maintenance service quality using 20 independent co-variables (2) to determine the de-crease or increase in risk these co-variables have on service quality, measured in terms of turnaround time of equipment (Cox Model). A survey was conducted to characterize the maintenance service providers. (n=19). The turnaround time was monitored by means of works orders (N=1025). The most significant results of this work are: (1) The non parametric test showed that the service providers capabilities do affect the maintenance performance.
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