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Research to Provide Iranian Customer Satisfaction Index Model in Industry, Case Study: Iran Khodro Co., Golrang Co. and Kaleh Co

Shahi, Hanieh | 2015

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  1. Type of Document: M.Sc. Thesis
  2. Language: Farsi
  3. Document No: 47627 (01)
  4. University: Sharif University of Technology
  5. Department: Industrial Engineering
  6. Advisor(s): Mostafavi, Mostafa
  7. Abstract:
  8. 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 Customer Satisfaction Index model in industry. Therefore, after considering national customer satisfaction index model of some countries and related studies, conceptual model of research is presented. Model relationships have been examined by Lisrel software by using structural equation modeling approach. The results of the study on three industrial companies show that business ethics, perceived product quality, perceived service quality, customer expectations and perceived value, are the primary factors of Iranian customer satisfaction Index. Also, this study indicates that less complaint and more loyalty are the results of increasing customer satisfaction
  9. Keywords:
  10. Product Quality ; Customer Satisfaction ; Customer Loyalty ; Iran Khodro Industrial Group ; Business Ethics ; Customer Satisfaction Index Model

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