Quality function deployment (QFD) is a customer-driven approach, widely used to develop or process new product to maximize customer satisfaction. Last researches used linear physical programming (LPP) procedure to optimize QFD; however, QFD issue involved uncertainties, or fuzziness, which requires taking them into account for more realistic study. In this paper, a set of fuzzy data is used to ...

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furth...

In the Multi-platform access Two-sided Networks,most customers use several platforms to shop. Customer satisfaction with different platform services lead to different dependence of customer to platform. In order to study the factors influencing the m-customer satisfaction, the study builds the evaluation model of m-customer satisfaction based on the HMM method. Customer satisfaction of mobile t...

The tourist satisfaction aims at measuring the customer satisfaction of a particular kind of service: tourism. In order to either detect the tourists satisfaction or point out the best possible alternatives to meet their needs, they have been asked to order a series of actions sorted by dimension. The collected data have been processed through an axiomatic vision introduced by Kemeny, because w...

The expeditious development of technology and internet has diverted company direction to retain customer e-satisfaction. Customer satisfaction is becoming an area of great interest for companies and customer satisfaction has a direct impact on the profitability of a company. With regard to customer satisfaction’s importance, we investigate the impact of service quality dimensions on customer sa...

Propose of the paper is to analyze factors of customer service quality that could influence internet banking customer satisfaction in the Chinese commercial banking sector. Moreover, the paper also tries to explain the relationship between customer service quality and customer satisfaction, and to find some major facts for keeping high level internet banking customer satisfaction. The data demo...

this paper investigates the role of factors affecting the quality of the service provided by state banks in karaj in their key customers’ satisfaction. the conceptual framework of this research shows the effect of factors such as empathy, assurance, responsiveness, reliability and physical realities on customer satisfaction. using a descriptive method, this idea has investigated through using a...

a r t i c l e i n f o Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A researc...

Social trust is one of the foundations for social order in society. Trust in any organization is affected by various factors such as customer satisfaction, service quality, staff skill and taking into account the customer orientation and service receivers’ satisfaction principles. This research seeks to study the sociological study of social trust of the insured population of social security or...