Evaluating Effects of After-sale Services on Customer Satisfaction Using Tetra-class Model (Case Study: Saipa Group)/ (in Persian)

Masoud Mousavi () and Hussein Khanifar ()
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Masoud Mousavi: Iran
Hussein Khanifar: Iran

Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت و توسعه), 2014, vol. 27, issue 2, 181-203

Abstract: Today the automotive industry as one of the high industries and have a lot of income for Owen countries, also each compony have much attention to it. Also attracting the customers, inside and outside the erea of country for automobile companies, have a severe competition for their. The purposes of this research, analysis and evaluation of services element Siapa after sale services in Shiraz. We use two questionnaire to appraisal, by using the classification sampling in 6 area of Shiraz, the data were gathered. In this research by using the regression tree analysis and correspoding analysis figurating the tetra class model. Finding presented empowered when the customer don’t receive the answer.

Keywords: Customer Satisfaction; After Sales Services; Tetra Class Model; satisfaction of services; correspondence analysis (search for similar items in EconPapers)
Date: 2014
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