EVALUATION OF CUSTOMER SATISFACTION ON ISAKO AFTER-SALE SERVICES BY KANO MODEL

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NOURBAKHSH S.K.; MIREBRAHIM ISFAHANI S.A.; VAHABI S.R.

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Journal Paper

Paper Information

Journal: JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR) Year:2012 | Volume:9 | Issue:25 Page(s): 55-64

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Information Journal Paper

Title

EVALUATION OF CUSTOMER SATISFACTION ON ISAKO AFTER-SALE SERVICES BY KANO MODEL

Author(s)

NOURBAKHSH S.K. | MIREBRAHIM ISFAHANI S.A. | VAHABI S.R. | Issue Writer Certificate

Keywords

CUSTOMERQ2

KANO MODELQ2

FUNDAMENTAL REQUIREMENTQ2

PERFORMANCE REQUIREMENTQ2

MOTIVATIONAL REQUIREMENTQ2

REPAIR CENTERQ2

DEAIRQ2

PRODUCTQ2

Abstract

Today, all efforts that companies make to increase the quality of their PRODUCTs and obtain a competitive edge is to retain their CUSTOMER. That is, making the CUSTOMER more loyal. This is important for car manufacturing companies that will be achieved through departments of the company having direct contact with the CUSTOMERs. Sales representatives and after-sales services carry this work out inside outside the cities. The goal of this research is to recognize and prioritize factors affecting the CUSTOMER satisfaction regarding after-sales services by using KANO MODEL. Kano is a model based on CUSTOMER needs. In other words, it can be said that the quality of PRODUCTs are divided into fundamental, performance and MOTIVATIONAL REQUIREMENTs. The current research is carried into two phases because of its functionality, description and domain. At the first phase, based on different resources, a questionnaire will be designed and extracted. At the second phase, after distributing the questionnaire among 384 people having Samand, Peugeot pars, Peugeot 206 and Peugeot 405 IN Tehran. The findings of this research determine the factors affecting the CUSTOMERs view on its after-sales services based on KANO MODEL. Furthermore, it categorizes the effects of these factors on CUSTOMER satisfaction. They are based on a percentage system as PERFORMANCE REQUIREMENT, MOTIVATIONAL REQUIREMENT and FUNDAMENTAL REQUIREMENT.

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References

THE STATE OF ELECTRONIC CUSTOMERRELATIONSHIP MANAGEMENT IN RETAILING

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APA: Copy

NOURBAKHSH, S.K., MIREBRAHIM ISFAHANI, S.A., & VAHABI, S.R.. (2012). EVALUATION OF CUSTOMER SATISFACTION ON ISAKO AFTER-SALE SERVICES BY KANO MODEL. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), 9(25), 55-64. SID. https://sid.ir/paper/151458/en

Vancouver: Copy

NOURBAKHSH S.K., MIREBRAHIM ISFAHANI S.A., VAHABI S.R.. EVALUATION OF CUSTOMER SATISFACTION ON ISAKO AFTER-SALE SERVICES BY KANO MODEL. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR)[Internet]. 2012;9(25):55-64. Available from: https://sid.ir/paper/151458/en

IEEE: Copy

S.K. NOURBAKHSH, S.A. MIREBRAHIM ISFAHANI, and S.R. VAHABI, “EVALUATION OF CUSTOMER SATISFACTION ON ISAKO AFTER-SALE SERVICES BY KANO MODEL,” JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), vol. 9, no. 25, pp. 55–64, 2012, [Online]. Available: https://sid.ir/paper/151458/en

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