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An evaluation model for measuring customer satisfaction levels in a water supply domain: case study - water supply in Hamedan

机译：衡量供水领域客户满意度水平的评估模型：案例研究-Hamedan中的供水

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摘要

Customer satisfaction is an important goal in total quality management. In order to meet this goal, it is necessary to use an evaluation model to measure customer satisfaction. This paper proposes an evaluation model for measuring the customer satisfaction level in a water supply domain. Some important criteria such as water quality, water quantity, responsibility of the company, etc. are distinguished and used in the proposed model. To integrate all of these criteria in a unit index, the analytic hierarchy process technique is used. The proposed model integrates customer opinions in a unit index to measure the customer satisfaction level. To evaluate the effectiveness and efficiency of the proposed model, Hamedan Water Company is studied as a case study. The results show that the proposed model can be used as a useful tool for analyzing customer satisfaction levels in water supply domains for other companies. The proposed model also distinguishes company strengths and weaknesses in the field of customer satisfaction.
机译：客户满意度是全面质量管理的重要目标。为了实现此目标，有必要使用评估模型来衡量客户满意度。本文提出了一种用于评估供水领域客户满意度水平的评估模型。区分并使用了一些重要标准，例如水质，水量，公司责任等。为了将所有这些标准集成到一个单元索引中，使用了层次分析法。所提出的模型将客户意见整合到一个单位索引中，以衡量客户满意度。为了评估该模型的有效性和效率，以Hamedan自来水公司为例进行了研究。结果表明，该模型可作为分析其他公司供水领域客户满意度的有用工具。提出的模型还可以区分公司在客户满意度方面的优势和劣势。

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