Math Modeling Customer Satisfaction with Dynamic Planning Approach (Case Study: Saipa Automobile Companies, Iran Khodro and Pars Khodro(
Subject Areas :کامران جلیلیان 1 , کامله نصیری 2
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Abstract :
Companies must be able to preserve their customers and change them to the faithful ones. The automotive industry is one of the leading industries in the field of customer satisfaction. In this paper, based on a hierarchical analysis approach, customer satisfaction is formulated based on indicators after sale services, sale process, initial quality study, initial quality study, automotive performance execution and layout of the automobile industry. Also, by presenting an optimization model, the optimum customer satisfaction path from 1395 to 1404 is presented as a perspective for Iran Khodro, Saipa and Pars Khodro companies using an optimized control methodology, which is used to solve the MATLAB software. Finally, the cost of upgrading the customer satisfaction of the products of these companies for two consecutive years is 1396-1395. The results of the research show that the number of initial quality study has the most impact on customer satisfaction, which should be given more importance in the future planning of automobile companies as the most important control variable in order to improve the optimum route of customer satisfaction over the years to come.
