4177

3948

كارشناسي ارشد

مهندسي صنايع

اصفهان: دانشگاه صنعتي اصفهان، دانشكده صنايع و سيستم ها

1387

ده، 104، [II] ص: مصور، جدول، نمودار

ص.ع.به: فارسي و انگليسي

غلامعلي رئيسي اردلي

علي شاهنده

6/7/87

رضا حجازي

مهندسي صنايع و سيستم ها

ID3948

به فارسي و انگليسي: قابل رويت در نسخه ديجيتال

AbstractNowadays customers are the central core of the business Most of the pioneerorganizations consider customers satisfaction as their central part of the goals systems anddecision making process In the past customer was just the organization s goal in achieving more market share buttoday by the expansion of IT tools and strict and sometimes deadly competitionatmosphere in which organizations must change fast to survive customers are more thanthat Their role has changed to the strategic partner of the organization and they help theorganization to progress in the organizational expansion path promote organizationalexcellence and create new products So customer satisfaction is one of the most important factors of success in an organization After achieving the potential of absorbing customers their satisfaction must be watchedcontinually In fact the aim of evaluating customer satisfaction is reaching an appropriate feedback ofmanaging and leading the organization in order to increase customer satisfaction andconceive and remove their dissatisfaction This research starts with showing the importance of the customer and his satisfaction andthen continues with introducing customer satisfaction measurement models and tries to usefuzzy TOPSIS techniques to rank models and choose the suitable one for a specificorganization To clarify more the mentioned stages were done in Jahad e Keshavarzi Organization ofqazvin province The results showed that SERVQUAL model is a suitable model for themotioned organization Also the customer satisfaction value was determined and the weakpoints of the orqanization were recognized At last some improving procedures weresuggested

غلامعلي رئيسي اردلي

علي شاهنده

رضا حجازي