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Analysis of critical factors affecting customer satisfaction in modular kitchen sector

Özer, Semih
This study starts with the review of the literature in customer satisfaction, customer satisfaction methods and models. After selecting a proper customer satisfaction method and model, the study conducts a survey and a questionnaire among the customers and professionals in the modular kitchen sector. The aim of the study is to analyze the factors affecting customer satisfaction and finding out the ones related with the modular kitchen sector. After applying the survey, the relations between the inputs and outputs of the satisfaction are analyzed with the overall satisfaction itself. The strong and weak factors are determined and a proper CRM tool is build-up to realize a decision-support and forecast tool in the study, which can be seen as a beginning for the companies in the real sector in this business to build a much more detailed and ERP integrated software and to use them. The results of the survey are compared with the similar studies from the literature.