Measurement of customer's satisfaction in isfahan gas company: A suitable model
Measurement of customer's satisfaction in isfahan gas company: A suitable model

Summary/Abstract: The aim of the present study was to present the process of providing a suitable model for precise measurement of the customer's satisfaction in Isfahan Gas Company with the application of group decision-making techniques. In these regards, following steps were taken up to achieve the aim of the study. First, Delphi technique and Likert scales were used as a suitable method to prepare the questionnaires then importance of the proposed indexes in the questionnaire was ranked through Borda technique. In continuation, a mathematical model of linear programming was described to determine cardinal weights of questionnaires. After that, ELECTRE method was introduce to rank the index and the questionnaires, and then cardinal weights of the index and questionnaires were obtained through linear programming model. Inferential statistics are proposed to determine sample size and gathering of the questionnaires. Lastly, a general formula was obtained to measure customer's satisfaction of Isfahan Gas Company which can be applied in other similar companies as well.

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