Designing an Optimal Customer Satisfaction Model in Automotive Industry
- PDF / 317,950 Bytes
- 9 Pages / 595.276 x 790.866 pts Page_size
- 84 Downloads / 251 Views
Designing an Optimal Customer Satisfaction Model in Automotive Industry Kameleh Nassiri Pirbazari1 · Kamran Jalilian1 Received: 15 March 2019 / Revised: 17 July 2019 / Accepted: 22 July 2019 © Brazilian Society for Automatics–SBA 2019
Abstract Nowadays, companies endeavor more scientific ways for customer satisfaction and compete for the quality of goods and services to meet the needs of the customers and their expectations. So the companies must be able to preserve their customers and render them the loyal ones. The automotive industry is one of the leading industries in the field of customer satisfaction. It seems necessary to provide a solution to increase customer satisfaction for purchasing cars. In this article, we formulate customer satisfaction as a linear function and we are looking for optimal paths for customer satisfaction from the Iranian automotive companies. The research sampling method is the non-probabilistic, purposeful and practical purpose. By using an expert questionnaire AHP method, customer satisfaction was formulated. Also, considering the above indicators as control variables, customer satisfaction is modeled as a status variable and an optimized control model will be presented. This model calculates the optimum customer satisfaction for each year according to the type of car and a specific period. Keywords Optimal control · Customer satisfaction · Sale services · Initial quality study · Automotive performance execution and layout
1 Introduction As the markets in Asia become bigger and more important, their influence on the world business is increasing rapidly. For the past ten years, Iran has been improving as a major auto producer in the world. Now, Iran is the 12th largest automaker in the world and the largest in the Middle East which shows that there is an important potential for Iran in the auto industry Abedini and Péridy (2009). Because of rapid economic growth in Asia, it is crucial to examine the capability of customer satisfaction models and theories in Asian countries that have different economic and cultural characteristics compared with the Western countries. Alipour et al. (2015) state that the most valuable funds of companies are their customers. Productions come and go but what shapes the value for companies is their consistent relationship with the customer. So, companies that make lifetime customers are successful Alipour et al. (2015). Customer satisfaction is an important concept in modern marketing thought and practice, which emphasizes delivering satisfaction to customers
B 1
Kamran Jalilian [email protected] Guilan university, Rasht, Iran
and getting profits in return. Customer satisfaction is thus important for meeting the various needs of customers and companies. The conception of its importance has led to a proliferation of research on customer satisfaction among marketing and psychological researchers over the past five decades. To follow customer satisfaction has become a strategic imperative for most companies that need to survive and re
Data Loading...
