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G. Varva, “Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs,” ASQ Quality press, Milwaukee, 1997.

has been cited by the following article:

• TITLE: Identification and Evaluation of the Effective Criteria on Customer Satisfaction with Kitchen Worktops Product

  AUTHORS: Vahid Nabavi, Majid Azizi, Nemat Allah Mohebbi

  KEYWORDS: Customer Satisfaction; Criteria; Priority; Analytical Hierarchy Process (AHP); Worktops Product

  JOURNAL NAME: iBusiness, Vol.4 No.3, September 28, 2012

  ABSTRACT: In cycle of attraction and keeping the customers, fulfilling the customer satisfaction via identifying of their needs is very important. So, identifying the amount of customer satisfaction and informed of the field of strength and weakness in this regard, helps manager programming in line with customers better maintenance. The objective of this study is determination and priority of effecting criteria on customer satisfaction of worktops product. For this purpose, after preliminary investigation and interviews with experts and worktops customers, the effective criteria were identified. Then the priority rates (weighting value) of obtained criteria and sub-criteria were determined by Analytical Hierarchy Process (AHP). On the base of obtained results the criteria of selling and price condition, delivery condition, payment condition, the quality of CPL veneer, the quality of used MDF and lead time of product have the highest priorities, respectively.