Nowadays the new product and its importance are consideredas an essential strategy for staying in business. Though the hi-techindustry has focused on value innovation and improving the qualityof the new product development (NPD) process to drive new productperformance, new product success has not changed dramaticallyover the years. This study presents a novel approach based on structuralequation modeling (SEM) and fuzzy analytical hierarchy processmodel (FAHP) to explore how value innovation and quality of new productprocess affect NPD performance.The survey contained industrial companies which are located in Farsprovince. The sample contains 98 people who were selected by randomcluster sampling. The research was done using descriptive and appliedmethod. Totally, 16 indicators have been collected and were classifiedin 3 groups of value innovation, quality and NPD performance. Resultsdemonstrate that value innovation directly affects NPD performanceand the quality of NPD processes has a nonlinear effect on NPD performance. تفاصيل المقالة

Due to the importance of “service quality and customerssatisfaction” subject, this study seeks to investigate and prioritize thefactors which are effective on service quality and customers satisfactionusing Grey Relational Analysis (GRA) Method. In the case of statisticalpopulations with large sizes, none of the other methods can competewith GRA from the viewpoint of calculation accuracy. The statisticalpopulation of this study involves SADERAT BANK branches of Shirazcity. The effective factors in service quality and customers satisfactionare investigated and prioritized by taking account of customersexpectations and perceptions. In order for this, 108 questionnaires wererandomly distributed among customers and results showed that amongthe aspects of service quality indicator “communion” and “tangible andphysical evidence” respectively have the highest and the lowest priorityfrom the viewpoint of customers expectations and perceptions. Thebiggest difference between customers expectations and perceptions isobserved for “tangible and physical evidence” aspect. Among the indicatorfactors of customers satisfaction “customers compliments management”indicator has the highest priority, while “service receiving cost”and “service quality” indicators have the lowest priority, respectively from the viewpoint of customers expectations and customers perceptions.Among all criteria, “paying higher deposit interest rate” and “establishmentof friendly relationships with customers” have the highestpriority, respectively from the viewpoint of customers expectations andcustomers perceptions, while the criterion “customers sense of safety intheir relationships with bank” has the greatest importance and weightamong all criteria. تفاصيل المقالة