Customer satisfaction is the most important step in the process of identifying customer expectations. Identify customer expectations without referring to him and get his view, is impossible. In order to identify customer expectations, service suppliers are also using statistical techniques, surveyed their customers. According to the studies, there is no appropriate framework for expectation model to prioritize regions of organizations and make the favorable selection according to the organization’s policies and strategies. In this research, a combination of fuzzy multiple criteria decision making is used for the optimal selection. The research method used in this study is of descriptive and applied type, and field method is used to collect data. For Identifying customer expectations, data has been collected from study population (customers of Zanjan municipality) is 303 people through random sampling method. To ranking the dimensions of customer's expectations and make optimal selections of municipality zones, data has been collected from study population (engineer contractor of the municipality) is 30 people. The data collection instrument was questionnaire and interview, which had been valid. The Expert Choice, Web-based TOPSIS, SPSS and Excel software were used for calculations. It is interesting to observe that the choices of the best municipality zone solely depend on the criterion having the maximum priority value. Based on calculations on the stages of the proposed model, "municipality Zone 2" was selected as the optimal the region and had the highest rating in response to customer expectations. Results show that the proposed model has a systematic fit with the defined procedures and known inputs.
کلید واژگان :Customer expectations, Multi Criteria Decision Making, Fuzzy Analysis Network Process (FANP), Fuzzy TOPSIS method, Fuzzy ELECTRE method.
ارزش ریالی : 300000 ریال
با پرداخت الکترونیک
جزئیات مقاله
- کد شناسه : 3144885878829687
- سال انتشار : 2016
- نوع مقاله : پذیرفته شده در سایر مجلات علمی معتبر و علمی مروری و ISC
- زبان : انگلیسی
- محل پذیرش : Journal of Optimization in Industrial Engineering
- برگزار کنندگان :
- ISSN : 2251-9904
- تاریخ ثبت : 1394/09/09 08:16:28
- ثبت کننده : معصومه رحیمی
- تعداد بازدید : 220
- تعداد فروش : 0