厨房用品顾客满意度指标评估资料.pdf

iBusiness, 2012, 4, 235-245 235 doi:10.4236/ib.2012.43030 Published Online September 20 12 (http://www.SciRP.org/journal/ib) Identification and Evaluation of the Effective Criteria on Customer Satisfaction with Kitchen Worktops Product Vahid Nabavi, Majid Azizi, Nemat Allah Mohebbi University of Tehran, Tehran, Iran. Email: vahidnabavi@ut.ac.ir, mazizi@ut.ac.ir, mohebbi.nemat@ Received May 19th, 2012; revised June 13th, 2012; accepted July 27th, 20 12 ABSTRACT In cycle of attraction and keeping the customers, fulfilling the customer satisfaction via identifying of their needs is very important. So, identifying the amount of customer satisfaction and informed of the field of strength and weakness in this regard, helps manager programming in line with customers better maintenance. The objective of this study is determi- nation and priority of effecting criteria on customer satisfaction of worktops product. For this purpose, after preliminary investigation and interviews with experts and worktops customers, the effective criteria were identified. Then the prior- ity rates (weighting value) of obtained criteria and sub-criteria were determined by Analytical Hierarchy Process (AHP). On the base of obtained results the criteria of selling and price condition, delivery condition, payment condition, the quality of CPL veneer, the quality of used MDF and lead time of product have the highest priorities, respectively. Keywords: Customer Satisfaction; Criteria; Priority; Analytical Hierarchy Process (AHP); Worktops Product 1. Introduction industry is one of the largest sectors of the wood industry in Iran and it has doubly flourished in recent years con- With a rapid change from traditional industrial, wood