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customer-satisfaction
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Measuring customer satisfaction using a fuzzy inference system
, Article Journal of Applied Sciences ; Volume 9, Issue 3 , 2009 , Pages 469-478 ; 18125654 (ISSN) ; Jahromi, A. E ; Sharif University of Technology
2009
Abstract
This study presents a new method called FCSMM (Fuzzy Customer Satisfaction Measurement Method) for measuring individual customer satisfaction using a fuzzy inference system. The main advantage of this method is its simplification in evaluation of Customer Satisfaction Index (CSI) based on simple linguistic statements collected from experienced people. In contrast with assumptions used in other methods such as linear regression principles and predefined criteria weights, the aforementioned statements form the FCSMM computational structure. Since the drivers of satisfaction and dissatisfaction and performance indexes can be simultaneously applied, concurrent direct and indirect customer...
Satisfying Consumer Needs by Considering Quality Parameters
, M.Sc. Thesis Sharif University of Technology ; Mahlooji, Hashem (Supervisor)
Abstract
In many cases even high-quality products cannot satisfy the customer needs and this leads to having a lower share of the market. To achieve this purpose, customer satisfaction and robust design are regarded simultaneously to achieve a better quality. Balance Score Card (BSC) is proposed as a technique that could potentially has a great improvement effect on customer satisfaction. Moreover, with a non-linear programming (NLP), a novel method for integrating RSM and BSC have been proposed to accede robustness in design. The opinions of the customers are regarded in every system design, parameter design and tolerance design. To validate the applicability of the proposed approach, the approach...
Customer Satisfaction’s Index Identification in E-learning Courses Case Study in a Virtual University
, M.Sc. Thesis Sharif University of Technology ; Eissaei, Mohammad Taghi (Supervisor)
Abstract
E-learning is a broad set of methodologies and software’s, based on information technology, which provides learning opportunities for people of different backgrounds regardless of their location and time. E-learning has not only recently experienced a major uptake in business and academia, but has also proven itself as a necessity for most learners in different fields. This said, it is needless to mention that it has also encountered some difficulties and setbacks along its way to educational dominance. User satisfaction or customer satisfaction is one of the major means by which one can evaluate the success of such programs. Organizations on the other hand are incorporating behavioral...
A two-echelon single-period inventory control problem with market strategies and customer satisfaction
, Article Journal of Uncertain Systems ; Volume 11, Issue 1 , 2017 , Pages 18-34 ; 17528909 (ISSN) ; Akhavan Niaki, S. T ; Keshavarzi, A ; Sharif University of Technology
World Academic Union
2017
Abstract
In this research, a single-period two-echelon inventory control problem with market targeting strategies is considered. In this problem, there are several final products and raw materials with varying usage rates. The objective is to determine the order sizes of final products and raw materials before the selling period such that customers' satisfaction is reached and expected profit is maximized within an available budget. The problem is first mathematically formulated and then a modified particle swarm optimization algorithm is employed to solve the nonlinear programming problem. To validate the results obtained, a simulated annealing algorithm is provided as a benchmark. The parameters of...
A new approach for reserve market clearing and cost allocating in a pool model
, Article Iranian Journal of Science and Technology, Transaction B: Engineering ; Volume 31, Issue 6 , December , 2007 , Pages 593-602 ; 10286284 (ISSN) ; Ehsan, M ; Fotuhi Firuzabad, M ; Ahmadi Khatir, A ; Bigdeli, N ; Sharif University of Technology
2007
Abstract
A new approach for optimal reserve determination and cost allocation in the pool-based and disaggregated market model using a well-being framework is presented in this paper. In the proposed method, customers have the chance to specify the risk level which they are willing to accept. Firstly, the energy market is cleared, and afterwards the reserve market is cleared such that the required risk levels of different customers are satisfied. Then, according to the required risk levels and the provided reserve, the cost of reserve is allocated between the different customers with different reliability requirements. For fairly managing the shortage between different customers in the real time...
Research to Provide Iranian Customer Satisfaction Index Model in Industry, Case Study: Iran Khodro Co., Golrang Co. and Kaleh Co
, M.Sc. Thesis Sharif University of Technology ; Mostafavi, Mostafa (Supervisor)
Abstract
In recent decades many countries have attempted to measure and formulate customer satisfaction index (CSI), as an important factor in micro and macro-economic level. In developed country CSI has the same value of GNP. Customer Satisfaction Index model actually represents the relationship between primary factors of satisfaction and satisfaction results in the macro level for a country and includes all business aspects. In many countries, industrial companies have a wide range of products and providing Customer Satisfaction Index model for this aspect which can be a base of presenting national customer satisfaction index model. Accordingly, the main goal of this study is providing an Iranian...
The Effective Aspects of Customer Satisfaction in Hotel Industry in Kish Island (IRAN)
, M.Sc. Thesis Sharif University of Technology ; Miremadi, Alireza (Supervisor)
Abstract
The purpose of this study was to find out the effective factors on customer satisfaction and its consequences in Kish Island (IRAN).In this research the researcher had used two different kind of sample the first sample is customers of three different hotels of 3 star, 4 star, 5 star and The second sample are managers of these hotels. The sample size was 285 of hotel customers and 11 of hotel managers. The first purpose of this study was to identify the drivers and results of customer satisfaction and also identifying there relationship with customer satisfaction. The second goal of this study was to propose a customer satisfaction model for hotel industry in kish island (IRAN). In this...
On queueing with customer impatience until the end of service
, Article Stochastic Models ; Volume 22, Issue 1 , 2006 , Pages 149-173 ; 15326349 (ISSN) ; Sharif University of Technology
2006
Abstract
We study queueing systems where customers have strict deadlines until the end of their service. An analytic method is given for the analysis of a class of such queues, namely, M(n)/M/1 + G models with ordered service. These are single-server queues with state-dependent Poisson arrival process, exponential service times, FCFS service discipline, and general customer impatience. We derive a closed-form solution for the conditional probability density function of the offered sojourn time, given the number of customers in the system. This is a novel result that has not been seen before. Using this result, we show how the probability measure induced by the offered sojourn time is computed, and...
The Exploratory Study of Customer Satisfaction & Loyalty in Private Access Provider (PAP)Companies: ADSL Internet Case in Iran
, M.Sc. Thesis Sharif University of Technology ; Miremadi, Ali Reza (Supervisor)
Abstract
Internet and the market based on this new product and service has penetrated in all aspects of today’s modern life of human being. After invention of this market each day a new innovation revolutionized this market and industry. High speed internet based on ADSL technology was one of these innovations. The high-speed internet service has achieved a remarkable increase in penetration in recent years. In order to survive in this competitive market, companies should continue to improve their service performance. The high level of service performance is believed to be an effective way to improve customer satisfaction and loyalty. In recent years, the high-speed internet service, based on the...
Examining Evolution of Technology Performance in the Global Smartphone Industry
, M.Sc. Thesis Sharif University of Technology ; Kiamehr, Mehdi (Supervisor)
Abstract
In this research we have studied the changes in the technology performance in the smartphone industry, and by using theoretical models in technology management literature, we have compared this performance with coustomer’s required level of performance. The study shows that after 2011, the level of customer satisfactions depends less on the technology performance and more on the price. This observation is consistent with Christiensen’s suggested model for technology performance, in which after a certain point technology’s performance surpasses the customer’s need. In addition, we have studied the effect of modular design for smartphones on the customer’s satisfaction. We found that...
Modeling Customer Loyalty in Business-to-Business (B2B)Context, Case of Construction and Mining Equipment
, M.Sc. Thesis Sharif University of Technology ; Askari Azad, Mohammad Hossein (Supervisor)
Abstract
According to the unique characteristics and increased competition in Business-to-Business (B2B) exchanges, achieving customer loyalty is becoming more and more crucial in B2B marketing. Furthermore, with the advent of relationship marketing, it is important to sustain a long term relationship with customers.Thus, the major issue is to examine what influences a customer’s willingness to remain with the existing supplier. The purpose of this study is to identify the antecedents of customer loyalty in a Business-to-Business context. Based on the relevant literature on customer loyalty and satisfaction, a conceptual model is developed to assess the most influential drivers of loyalty. The...
Supplier Selection in Electronic Marketplaces Based on Fuzzy AHP
, M.Sc. Thesis Sharif University of Technology ; Haji, Alireza (Supervisor)
Abstract
The research has tried to identify obstacles before and during project implementation within the supply chain in electronic markets, using fuzzy model complex relationships among the obstacles to be checked in order to determine the degree of importance of each of these methods actually weights of each of these obstacles will it was, visibility and better understanding of the existing situation to be considered and implemented solutions to overcome them. In this study, the identification of appropriate criteria for supplier selection in electronic markets and prioritizing them are addressed. After filling the questionnaire by staff in the process of the results and obtain a final decision of...
Town Trip Analysis With Data Mining and Statistical Techniques
, M.Sc. Thesis Sharif University of Technology ; Khedmati, Majid (Supervisor) ; Akhavan Niaki, Taghi ($item.subfieldsMap.e)
Abstract
One of the most trivial factors for every service company is to fulfill customer demands and to satisfy them. For this purpose, it is needed to explore the business fundamentals. Transportation companies, however seem to be more important, because in one hand, the demand for their services is too many. In the other hand due to the intense competition between rivals, every business tries to stand in the crowd; thus, it is of high importance to correctly predict the travel time as well as fare. The importance of time is not only because of having a fare pricing system, but also it is important for scheduling, assigning drivers, and covering city or a particular district. Travel time...
An Assessment of Determinents for Participitation in Platforms of Sharing Economy
, M.Sc. Thesis Sharif University of Technology ; Khalilinasr, Arash (Supervisor)
Abstract
The latest market growth, especially in platform-based businesses, has introduced new governing rules in economics. People have begun to care more about their non-material needs than before; in addition, people's involvement with the companies is no longer limited to buying products or services; they actually have begun to cooperate with the businesses as providers. This new paradigm has caused a shift in the nature of people's motives for interacting with the companies. Some research has been done on this issue in the American and European countries, indicating that although there has been a change in people's incentives, financial gain is the most important determinant of people's...
Prioritizing and Clustering Customers in a Supply Chain with Perishable and Fast Moving Consumer Goods (FMCG) (Case Study of Ramak Company)
, M.Sc. Thesis Sharif University of Technology ; Rafiee, Majid (Supervisor)
Abstract
Knowing different groups of customers and building effective communication with them in such a way as to guarantee the future economic interests of the organization is a very important issue in today's businesses. The attraction of profitable customers, as well as the preservation of valuable old customers, are both important, except for the precise identification of their features. The value of customer longevity plays an important role in customer segmentation, and there are numerous researches that focuses on customer value with the aim of making more profit for the organization, most of which have life-cycle customer value models as the main inputs for segmentation cCustomers have been...
Applying the Principles of Design for Manufacturing in Commercial Refrigerator and Freezer Industry
, M.Sc. Thesis Sharif University of Technology ; Fatahi, Omid (Supervisor) ; Mokhtar, Alireza (Co-Advisor)
Abstract
Competitive world of industrial production need more speed and faster reaction for the customer needs. This should be carried out in low cost activities while satisfying what the consumers and customers require. Business of commercial refrigerators and freezers is a big industry targeting small to big customers. In this thesis a systematic method relying on reduction of cost, reworking and unexpected expenditures in product life is utilized. Stands for Design for Manufacturing, DFM is a series of principles and guideline simply to achieve a faultless design of a product so that the non-incurred costs of the product travel through its life cycle become minimized. Freezers and refrigerators...
Customer Satisfaction in Airline Industry by Using SERVQUAL Model
, M.Sc. Thesis Sharif University of Technology ; Beirjandi, Heshmat (Supervisor)
Abstract
In today‘s world, the need for travel to different places for various reasons like politics, business and entertainment is unavoidable. This demonstrates the importance of the airline industry and the attention is achieved from the society. Different airlines try various strategies to satisfy more customers of this industry and of course more benefit would arise. These strategies would work more efficiently based on the outcome of a sound research on the exact needs of the customers, their perceived quality and expectations, and the gaps between the two and how they can be filled. This research follows the aim of understanding customer satisfaction for airline industry in Kish Island .In...
Customers Evaluation and Clustering by Using Applications of Data Science in Marketing
, M.Sc. Thesis Sharif University of Technology ; Shadrokh Sikari, Shahram (Supervisor)
Abstract
Nowadays we see competition between organizations to maintain excellence and survival in business. Organizations should focus on maintaining and satisfying their customers in their services and products, because it is the customers who, as buyers of services and products, provide the company's revenue stream. With the advancement of computer technology today, a large amount of customer data can be stored and maintained. This data is a valuable resource for analyzing customer behavior and making the right decisions for the organization. Organizations need to use customer behavioral data to make their marketing activities smart and data-driven. In fact, organizations need to move towards...
Csr Effect on Customer Loyalty during a Pandemic: a Case Study of Mobile-Phone Operator Companies in Iran
, M.Sc. Thesis Sharif University of Technology ; Kiamehr, Mehdi (Supervisor)
Abstract
Customer loyalty plays one of the most vital roles in business profitability. This concept gives special prominence to attaining new customers, which is by far less costly than attracting new ones. Therefore, investigating the impact of factors affecting customer retention is of precise significance. In the respect, corporate social responsibility, as an imperative factor impacting customer loyalty, gained more attention by various companies in the last decades.Over the past few months, the world has encountered the hazard of the Coronavirus pandemic. Most aspects of daily life in different parts of the globe have been affected by this disease. Companies are no exception. The coronavirus has...
Linear modelling and optimization to evaluate customer satisfaction and loyalty
, Article Proceedings - 9th IEEE International Conference on E-Business Engineering, ICEBE 2012, 9 September 2012 through 11 September 2012 ; September , 2012 , Pages 145-150 ; 9780769548098 (ISBN) ; Hussain, O. K ; Faed, M ; Saberi, Z ; Sharif University of Technology
2012
Abstract
In this study, a conceptual framework is postulated to mathematically evaluate and ascertain the hypothesised relationship that perceived value and interactivity has with customer dissatisfaction issues. Then, the relationship between customer satisfaction issues and loyalty and customer acquisition, will be tested to enhance customer satisfaction and loyalty. For the qualitative part of the research, an interview survey was conducted of 40 employees at the Fremantle port of Western Australia and the collected data was analysed using NVivo. In the second data collection phase, a survey questionnaire was distributed to 60 port customers. Using data envelopment analysis (DEA), the important...