 Studying the conformity level of customer needs and organisation perception using a customer satisfaction indexNematollah Mohseni, Ahmadreza Shekarchizadeh and Arash Shahin International Journal of Productivity and Quality Management, 2021, vol. 32, issue 2, 246-264 Abstract: The aim of this study is to identify the conformity level of decision makers' perception of customer needs and indicators of satisfying customers. For this purpose, the marketing and sales department of Esfahan Steel Company (ESCO) was selected for case study. The statistical population included clients and decision makers of the company. Technique for order of preference by similarity to ideal solution (TOPSIS) was used for data analysis. Main findings revealed that decision makers do not properly understand clients' demands and expectations; and the actions have been taken based on imaginations rather than realities arising from customers' expectations. Furthermore, there is no suitable process through which the customer priorities influence organisation's strategies. Customers' expectations were ranked and the results were taken for proposing priorities in developing suitable strategies and plans for continuous improvement. Keywords: multi criteria decision-making; MCDM; customer satisfaction index; CSI; customer satisfaction result analysis; TOPSIS; strategy. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:32:y:2021:i:2:p:246-264 Access Statistics for this article More articles in International Journal of Productivity and Quality Management from Inderscience Enterprises Ltd |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.