Mendeley
TY  _  JOUR
ID  -  13960418123616831
TI  -  Providing a New Method for Customer Satisfaction Data Analysis (Case Study: Automotive Industry: Logan Car)
JO  -  Modiriat-e- farda
JA  -  ES
LA  -  fa
SN  -  2228-6047
AU  -  ebrahimi sadr abadi mahnaz
AU  -   
AU  -  seyed esfahani seyed mahdi
AD  -  امیرکبیر/مهندسی صنایع
AD  -  
AD  -  امیرکبیر/مهندسی صنایع
Y1  -  2018
PY  -  2018
VL  -  52
IS  -  
SP  -  83
EP  -  100
KW  -  
KW  -   After-sales service

KW  -   Econometrics
KW  -  
 Clustering
KW  -   
Customer Satisfaction

KW  -   Logan
DO  -  
N2  -  This research aims to provide a hybrid model based on econometrics and clustering to analyze customer satisfaction data. The statistical population of the research,Logan car owners and a sample of 177 customers from Pars Khodro agencies. The researcher, along with ISQI's research team, identified the current needs of customers of all vehicles from post-sales services and by designing a customer satisfaction questionnaire, the effect of each variable on the overall satisfaction of customers according to the high-income group, middle income and low income is measured. Factors affecting overall customer satisfaction based on all income groups include six variables: Provision of parts on time; Description presented  when vehicle clearance; Ease of access to dealers; periodic service quality; Quality of repairs; Cost of payment and in the high-income group, three variables are described: Cost of payment; Record mentioned Items by the receptionist at the time of admission; Description presented  when vehicle clearance and In the middle income group, four variables are described: Provision of parts on time; Quality of repairs; Description presented  when vehicle clearance; Cost of payment and and in the low-income group, it includes four variables: Description presented  when vehicle clearance; Provision of parts on time; Quality of repairs; Ease of access to dealers. To run this research of software EViews and Spss is used.
UR  - rimag.ir/en/Article/25056
L1  - rimag.ir/en/Article/Download/25056
ER  -  
