Identification and Analysis of Customer Satisfaction Quality Criteria Using the FANP Fuzzy Network Analysis Model (Case Study: Managers and Industrial Safety Experts)

Clients as one of the main cornerstones of today's companies are in a competitive environment and it is very important as a strategic topic for companies, because one customer satisfation is not necessarily the satisfaction of another customer. because the personality of the people and their needs are also different in different situations. The purpose of this research is Identification and Analysis of Customer Satisfaction Quality Criteria Using the FANP Fuzzy Network Analysis Model. The present study is descriptive in nature and in terms of the purpose of this research is applied. In order to analyze the collected data, the network analysis method (ANP) has been used. Based on a thorough study of the theoretical and theoretical issues, 28 sub-components were identified in the 5 main component and were designed in a checklist for the panelists and panel members in the qualitative section of the research. Participants in this section were 20 marketing elites who contributed to the researcher in two Delphi rounds. In the small part after confirmation of the sub-components, a researcher-made questionnaire was distributed among 30 managers and experts in the field of valve industry. According to the fuzzy network analysis, first, the ranking of the components was determined and then the difference between the status and the situation Desirable to identify the important factors of customer satisfaction. The results of the research in the qualitative section of the total of 28 identified components confirmed 22 sub-components  on the basis of fuzzy network analysis. First, the highest obtained weight belonged to the criterion of consideration of the needs and demands of the customers, and secondly it was determined there are significant differences between the identified sub-components between the status quo and the desired satisfaction of customers.