Document Type : Review Paper
MSc, Department of Management, Zanjan branch, Islamic Azad University, Zanjan, Iran
Prof. in Industrial Engineering, Department of Industrial Engineering, Zanjan Branch, Islamic Azad University, Zanjan, Iran
Customer satisfaction is the most important step in the process of identifying customer expectations. Identify customer expectations â€Žwithout referring to him and get his view, is impossible. In order to identify customer expectations, service suppliers are also using â€Žstatistical techniques, surveyed their customers. According to the studies, there is no appropriate framework for expectation model to â€Žprioritize regions of organizations and make the favorable selection according to the organizationâ€™s policies and strategies. In this â€Žresearch, a combination of fuzzy multiple criteria decision making is used for the optimal selection. The research method used in this â€Žstudy is of descriptive and applied type, and field method is used to collect data. For Identifying customer expectations, data has â€Žbeen collected from study population (customers of Zanjan municipality) is 303 people through random sampling method. To ranking â€Žthe dimensions of customer's expectations and make optimal selections of municipality zones, data has been collected from study â€Žpopulation (engineer contractor of the municipality) is 30 people. The data collection instrument was questionnaire and interview, which â€Žhad been valid. The Expert Choice, Web-based TOPSIS, SPSS and Excel software were used for calculations. It is interesting to â€Žobserve that the choices of the best municipality zone solely depend on the criterion having the maximum priority value. Based on â€Žcalculations on the stages of the proposed model, "municipality Zone 2" was selected as the optimal the region and had the highest rating â€Žin response to customer expectations. Results show that the proposed model has a systematic fit with the defined procedures and known â€Žinputs.â€Ž
- 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.