List of Articles Customer Expectations

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  1 - Studying the Effective Factors in Brand Value Creation from the Perspective of Customers, Organizations and Stakeholders (Case study: Iranian Textile Industry)
  Parviz Alilou Hamid Reza Saeednia Ali Badi Zadeh
  10.30495/jsm.2021.1943070.1548
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  2 - System dynamics modeling for assessment of customer satisfaction criteria at the level of comprehensive quality management
  Hasan Dehghan Dehnavi Zahra Delshad
  Success of comprehensive quality management is associated with the ability to learn, absorb, adapt and implement changes in organizational attitudes and their integration into the organization. The condition of the organization's success is to improve the company's perf More

  Success of comprehensive quality management is associated with the ability to learn, absorb, adapt and implement changes in organizational attitudes and their integration into the organization. The condition of the organization's success is to improve the company's performance in the area of ​​rapid accountability in a customer-focused organization and operations based on comprehensive quality management. The purpose of this study is to investigate and improve the quality of customer-orientation using the system's dynamical approach. In this study, by reviewing the theoretical literature and a survey of experts and experts, the criteria for customer expectations were identified. After identifying components and customer expectations variables, simulation was started by providing dynamic hypotheses and causal circles, flow diagrams, and mathematical equations were completed. For this purpose, the Vensim software dynamics model provides a way to find out the relationship between the factors associated with meeting customer expectations. The results of this research can be used for industries that intend to plan for meeting the expectations of customers at the level of comprehensive quality management. Manuscript profile
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  3 - Analysis of Customer's Expectations and Satisfaction in the Zanjan Municipality Using Fuzzy Multi-Criteria Decision Making (FMCDM) Approach
  Masoumeh Rahimi amir najafi
  10.22094/joie.2016.260
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  4 - Providing a Model for Measuring Tourist Satisfaction with the Services of Local Food Restaurants (A Case Study of Local Food Restaurants in Tehran)
  Iman Chashmfasa
  Today, tourism destinations must provide tourists with high quality services and unique components in order to satisfy their needs and provide them with satisfaction. The purpose of this study was to investigate the factors affecting foreign tourists' satisfaction with More

  Today, tourism destinations must provide tourists with high quality services and unique components in order to satisfy their needs and provide them with satisfaction. The purpose of this study was to investigate the factors affecting foreign tourists' satisfaction with Persian food restaurants and to show the results through an applied model. This research is applied in terms of its purpose and a mixed method has been used to develop it. First, information from relevant scientific sources was collected and factors influencing customer satisfaction with restaurant services identified using Meta synthesis quality method. After distributing 223 questionnaires among the statistical sample and collecting them the necessary information was collected and analyzed using the factor analysis method and structural equation modeling (SEM) to evaluate and validate the designed model using LISREL software. The results of the study show that The quality of services including the quality of food and drink, empathy, guarantee, physical dimension, atmosphere, assurance and cultural dimensions have the greatest impact on the satisfaction of foreign tourists and their behavioral intentions, especially the willingness to revisit the restaurants. Manuscript profile