Track: Engineering Management

Abstract

Competition in value creation, endeavors made to grasp consistent competitive advantage as well as strategic superiority over the competitors, all have brought about much importance for having concern for customer and their satisfaction. Employing SERIMPERE model which deals with importance of product attributes in customer’s evaluation, this research attends identification of those important product attributes which increase customer satisfaction. The research is a field study of applied type, and its population includes all the technical experts of maintenance departments of province capitals in Iran. First, factors which influence customer satisfaction are identified using existing resources as well as technical experts’ ideas. The required data was also gathered. To weight and rank the factors, the Analytical Hierarchy Process (AHP) method and TOPSIS technique are applied.Results show that product functional factor alongside its conformity to the technical specifications which encompasses two sub-criteria of meeting target standards (structural attributes, electronic and mechanical properties, Environmental requirements, and product dimensions), as well as consumption appropriateness rank first in catching customer satisfaction in this industry. 

Keywords: Ranking, Factors influencing customer satisfaction, telecommunications industry, Analytical Hierarchy Process (AHP)