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A fuzzy hypothesis test based model for customer satisfaction measurement (Case study in PARS KHODRO CO)

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3 Author(s)
Borjalilu, N. ; Syst. Manage. & Productivity, IRAN AIR Co., Tehran, Iran ; Zowghi, M. ; Jahromi, A.E.

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.

Published in:

Fuzzy Systems (FUZZ), 2011 IEEE International Conference on

Date of Conference:

27-30 June 2011