Rahimi, M., najafi, A. (2016). Analysis of Customer's Expectations and Satisfaction in the Zanjan Municipality Using Fuzzy Multi-Criteria Decision Making (FMCDM) Approach. Journal of Optimization in Industrial Engineering, 10(21), 47-57. doi: 10.22094/joie.2016.260
Masoumeh Rahimi; amir najafi. "Analysis of Customer's Expectations and Satisfaction in the Zanjan Municipality Using Fuzzy Multi-Criteria Decision Making (FMCDM) Approach". Journal of Optimization in Industrial Engineering, 10, 21, 2016, 47-57. doi: 10.22094/joie.2016.260
Rahimi, M., najafi, A. (2016). 'Analysis of Customer's Expectations and Satisfaction in the Zanjan Municipality Using Fuzzy Multi-Criteria Decision Making (FMCDM) Approach', Journal of Optimization in Industrial Engineering, 10(21), pp. 47-57. doi: 10.22094/joie.2016.260
Rahimi, M., najafi, A. Analysis of Customer's Expectations and Satisfaction in the Zanjan Municipality Using Fuzzy Multi-Criteria Decision Making (FMCDM) Approach. Journal of Optimization in Industrial Engineering, 2016; 10(21): 47-57. doi: 10.22094/joie.2016.260
Analysis of Customer's Expectations and Satisfaction in the Zanjan Municipality Using Fuzzy Multi-Criteria Decision Making (FMCDM) Approach
2Prof. in Industrial Engineering, Department of Industrial Engineering, Zanjan Branch, Islamic Azad University, Zanjan, Iran
Abstract
Customer satisfaction is the most important step in the process of identifying customer expectations. Identify customer expectations ‎without referring to him and get his view, is impossible. In order to identify customer expectations, service suppliers are also using ‎statistical techniques, surveyed their customers. According to the studies, there is no appropriate framework for expectation model to ‎prioritize regions of organizations and make the favorable selection according to the organization’s policies and strategies. In this ‎research, a combination of fuzzy multiple criteria decision making is used for the optimal selection. The research method used in this ‎study is of descriptive and applied type, and field method is used to collect data. For Identifying customer expectations, data has ‎been collected from study population (customers of Zanjan municipality) is 303 people through random sampling method. To ranking ‎the dimensions of customer's expectations and make optimal selections of municipality zones, data has been collected from study ‎population (engineer contractor of the municipality) is 30 people. The data collection instrument was questionnaire and interview, which ‎had been valid. The Expert Choice, Web-based TOPSIS, SPSS and Excel software were used for calculations. It is interesting to ‎observe that the choices of the best municipality zone solely depend on the criterion having the maximum priority value. Based on ‎calculations on the stages of the proposed model, "municipality Zone 2" was selected as the optimal the region and had the highest rating ‎in response to customer expectations. Results show that the proposed model has a systematic fit with the defined procedures and known ‎inputs.‎
Highlights
Using a combination of fuzzy multiple-criteria decision-making is used for the optimal selection.
The research method used in this study is described and applied types and field method is used to collect data.
For Identifying customer expectations, data have been collected from the study population.
To rank the dimensions of customer's expectations and make optimal selections for municipal zones, data have been collected from the study population.
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