Providing a New Method for Customer Satisfaction Data Analysis (Case Study: Automotive Industry: Logan Car)
Subject Areas :
mahnaz
ebrahimi sadr abadi
1
ali mohammad
kimiagari
2
seyed mahdi
seyed esfahani
3
Keywords: , After-sales service , Econometrics, Clustering, Customer Satisfaction , Logan,
Abstract :
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.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share and profitability: findings from Sweden. Journal of Marketing, 58(3), 53–56.#
Athaide, G.A.,Meyers,P.W.,Wilemon,D.L. (1996). Seller buyer interactions during the commercialization of technological processin innovations. J.Prod.Innov. Manag, 13(5), 406–421.#
Chiu, Shao-I, et al. (2011). Preliminary research on customer atisfaction models in Taiwan: A case study from the automobile industry. Expert Systems with Applications, 38.8, 9780-9787.#
Chougule, Rahul, Vineet R. Khare, and Kallappa Pattada. (2013). A fuzzy logic based approach for modeling quality and reliability related customer satisfaction in the automotive domain. Expert Systems with Applications, 40.2, 800-810.#
Confente, Ilenia, and Ivan Russo. (2015). After-sales service as a driver for word-of-mouth and customer satisfaction: insights from the automotive industry. Journal of Management Cases, 59.#
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6–21.#
Goffin,New,C. (2001). Customer support and new product development—an exploratory study. Int.J.Oper.Prod.Mana, 21(3), 275–301.#
Gaiardelli Paolo, Nicola Saccani, Lucrezia Songini. (2007). Performance measurement systems in after sales service: an integrated framework. Int. J. Business Performance Management, 9(2), 145 -171.#
Jones, T. O, & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88–99.#
Kavoosi, M. R. & Saghaei, A. (2005). Methods of measuring customer satisfaction, 1 nd edition, Sabzan Publications. Tehran. (In Persian)#
Murali, S., S. Pugazhendhi, and C. Muralidharan. (2016). Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty–A case study of home appliances business. Journal of Retailing and Consumer Services, 30, 67-83.#
Mohammad Nasiri; Elham Akhondzade Noghabi; Behrouz Minaie Bidgoli. (2015) A new approach on using data mining techniques in identifying effective factors on customers’ satisfaction. Journal of Business Management. 7 (1), 231-251. (in Persian)#
No name, no date. customer satisfaction," Parker Store website of Latifi. 10/08/1394. (in Persian)
Parasuraman, Arun, Valarie A. Zeithaml, and Leonard L. Berry. (1988). Servqual. Journal of retailing, 64.1: 12-40.#
Shamshiri, M. (2002). From Here to customer satisfaction is a many ways, the message of Iran Khodro. No. 76, p. 49. (in Persian)#
Szwejczewski, Marek, Keith Goffin, and Zissis Anagnostopoulos. (2015). Product service systems, after-sales service and new product development. International Journal of Production Research, 53.17, 5334-5353.#
Safar Fazli; Matin Rashidi Astaneh. (2014). The Role of Factors Affecting the Success of Customer Relationship Management Strategy in Car Dealerships in Guilan Province. Journal of Business Management. 6(1), 125-144. (in Persian)#
Yan, Bingwen, and P. A. McLaren. (2010). Measuring after-sales service quality in automobile retails: An application of the SERVQUAL instruments. Industrial Engineering and Engineering Management (IEEM), 2010 IEEE International Conference on. IEEE.#
Ziabakhsh, N. & Kimiagari, AM. & Mahmodiazar, Keyvan. Providing scientific method to estimate the objective function the working capital industrial companies case iran Khodro and Saipa from car companies stock Exchange tehran. (in Persian)#
https://fa.wikipedia.org/wiki/%D8%AE%D9%88%D8%B4%D9%87%E2%80%8C%D8%A8%D9%86%D8%AF%DB%8C
https://www.linkedin.com/pulse/%D8%AE%D9%88%D8%B4%D9%87-%D8%A8%D9%86%D8%AF%DB%8C-%D8%AF%D8%B1-%D8%AF%D8%A7%D8%AF%D9%87-%DA%A9%D8%A7%D9%88%DB%8C-hamid-hamed-moharrami#
Shahrabi, Jamal. (2013). Data mining 2, 2nd edition, Amirkabir Industrial University Jihad Publications, Tehran. (in Persian)#