Designing an Optimal Customer Satisfaction Model in Automotive Industry

Abstract

Nowadays, companies endeavor more scientific ways for customer satisfaction and compete for the quality of goods and services to meet the needs of the customers and their expectations. So the companies must be able to preserve their customers and render them the loyal ones. The automotive industry is one of the leading industries in the field of customer satisfaction. It seems necessary to provide a solution to increase customer satisfaction for purchasing cars. In this article, we formulate customer satisfaction as a linear function and we are looking for optimal paths for customer satisfaction from the Iranian automotive companies. The research sampling method is the non-probabilistic, purposeful and practical purpose. By using an expert questionnaire AHP method, customer satisfaction was formulated. Also, considering the above indicators as control variables, customer satisfaction is modeled as a status variable and an optimized control model will be presented. This model calculates the optimum customer satisfaction for each year according to the type of car and a specific period.