Show/Hide Menu
Hide/Show Apps
anonymousUser
Logout
Türkçe
Türkçe
Search
Search
Login
Login
OpenMETU
OpenMETU
About
About
Open Science Policy
Open Science Policy
Frequently Asked Questions
Frequently Asked Questions
Communities & Collections
Communities & Collections
Analysis of critical factors affecting customer satisfaction in modular kitchen sector
Download
index.pdf
Date
2009
Author
Özer, Semih
Metadata
Show full item record
Item Usage Stats
7
views
4
downloads
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.
Subject Keywords
Industrial engineering.
,
Customer relations
URI
http://etd.lib.metu.edu.tr/upload/2/12610593/index.pdf
https://hdl.handle.net/11511/18721
Collections
Graduate School of Natural and Applied Sciences, Thesis