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| Content Provider | IEEE Xplore Digital Library |
|---|---|
| Author | Borjalilu, N. Zowghi, M. Jahromi, A.E. |
| Copyright Year | 2011 |
| Description | Author affiliation: MSc of Industrial Engineering (System Management and Productivity), Quality Assurance Engineering in IRANAIR Co. Tehran, Iran (Borjalilu, N.) || MSc of Industrial Engineering (System Management and Productivity) Tehran, Iran (Zowghi, M.) || Industrial Engineering, Department of Industrial engineering, Sharif University of Technology Tehran, Iran (Jahromi, A.E.) |
| Abstract | The article proposes a model for customer satisfaction measuring, which is adapted to use in automobile industries. The proposed methodology evaluates the satisfaction level of a set of customers in different aspect of customer focus based on hypothesis values. It permits to evaluate the validity of a service/manufacturing operation from the point of view of consumers. The main advantages of this method are fully considered the qualitative form of customers' judgments through fuzzy theory and evaluate customers' satisfaction in different aspect of customer focus. This model also allows fully evaluates by analysis of all possible hypothesis cases. In the end, we implement our model in KHODRO CO. in IRAN and show the results. This research does asking the opinions of the experts through a number of questionnaires related to the L90 auto customers of PARS KHODRO CO. in 5 fields. Customer's satisfaction of L90 auto in above fields attains among 81 hypotheses and concludes the following result: ”Product quality is good, financial problems is good, Total quality of services is good and Guarantee is medium then customer satisfaction is good”. Finally, future research directions are provided. |
| Starting Page | 564 |
| Ending Page | 571 |
| File Size | 258045 |
| Page Count | 8 |
| File Format | |
| ISBN | 9781424473151 |
| ISSN | 10987584 |
| e-ISBN | 9781424473175 |
| e-ISBN | 9781424473168 |
| DOI | 10.1109/FUZZY.2011.6007316 |
| Language | English |
| Publisher | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Publisher Date | 2011-06-27 |
| Publisher Place | Taiwan |
| Access Restriction | Subscribed |
| Rights Holder | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Subject Keyword | Customer satisfaction Testing Pragmatics Quality of service Analytical models Indexes Reliability subjective judgments fuzzy hypothesis test customer satisfaction analysis |
| Content Type | Text |
| Resource Type | Article |
| Subject | Applied Mathematics Artificial Intelligence Theoretical Computer Science Software |
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