DESIGNING A CUSTOMER SATISFACTION MODEL AND ITS IMPLICATION FOR TIRE INDUSTRY OF IRAN

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ZARIBAF M.; ROUSHANI BARAB F.

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Paper Information

Journal: JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR) Year:2009 | Volume:5 | Issue:12 Page(s): 47-62

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Title

DESIGNING A CUSTOMER SATISFACTION MODEL AND ITS IMPLICATION FOR TIRE INDUSTRY OF IRAN

Author(s)

ZARIBAF M. | ROUSHANI BARAB F. | Issue Writer Certificate

Keywords

CUSTOMER SATISFACTIONQ2

CUSTOMER SATISFACTION FIGUREQ3

QUALITY PERFORMANCE EXPANSIONQ2

TIRE INDUSTRYQ3

AUDITINGQ2

Abstract

Quality, by its definition as expected features of a product by customer to satisfy him, is one of the most important issues posed in today’s industries. In this research, for measuring CUSTOMER SATISFACTION model based on figures, for further suitable and on time decision making, after introducing and study of AUDITING model like quality rewards, a model was generally offered so that the TIRE INDUSTRY, and others can use measure their CUSTOMER SATISFACTION regarding product/service. This model has been implemented in TIRE INDUSTRY and its results are described in this research.Also for increasing the assurance of CUSTOMER SATISFACTION index (CSI), a model is offered on basis of AHP, so that can audit the CUSTOMER SATISFACTION. The goal of this research is to increase the quality of products in Iran. Studying various model, and regarding constraints and environmental conditions of Iran, a model for CUSTOMER SATISFACTION has been offered.Since determined indexes in the research model, are technical requirements, ecological economic requirement, quality and grace and seeming requirement, and by using theses indexes, the measure of CUSTOMER SATISFACTION from internal tires was 4.13 while for foreign tires was 3.88 and this measure can be used for TIRE INDUSTRY for measuring continuous CUSTOMER SATISFACTION level and further decision making.

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APA: Copy

ZARIBAF, M., & ROUSHANI BARAB, F.. (2009). DESIGNING A CUSTOMER SATISFACTION MODEL AND ITS IMPLICATION FOR TIRE INDUSTRY OF IRAN. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), 5(12), 47-62. SID. https://sid.ir/paper/151511/en

Vancouver: Copy

ZARIBAF M., ROUSHANI BARAB F.. DESIGNING A CUSTOMER SATISFACTION MODEL AND ITS IMPLICATION FOR TIRE INDUSTRY OF IRAN. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR)[Internet]. 2009;5(12):47-62. Available from: https://sid.ir/paper/151511/en

IEEE: Copy

M. ZARIBAF, and F. ROUSHANI BARAB, “DESIGNING A CUSTOMER SATISFACTION MODEL AND ITS IMPLICATION FOR TIRE INDUSTRY OF IRAN,” JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), vol. 5, no. 12, pp. 47–62, 2009, [Online]. Available: https://sid.ir/paper/151511/en

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