Measuring Customer Satisfaction by Critic Multiple-Criteria Decision Analysis Method

Awareness of the amount and factors affecting the satisfaction of clients or customers is important for governmental organizations and agencies and can increase the quality of services and, consequently, increase the level of customer and customer satisfaction. For this reason, organizations are always looking to satisfy their customers and service recipients by providing quality and desirable services. Therefore, the present study was conducted to measure the satisfaction of veterans under the auspices of the Martyr and Veterans Affairs Foundation of Baneh during 1398 and the attitude of staff and its effectiveness, for which 180 people in the target community were surveyed. In this study, a questionnaire was used to collect data and also, the critical method was used to weight the critic to determine which criterion is relatively more important than other criteria. In addition, Victor method was used to prioritize the available options to identify their strengths and weaknesses. Finally, the results showed that the criteria of the admission unit, social work unit and referral communication, respectively, have been assigned to the first to third ranks in terms of the level of satisfaction of the clients of the Martyr Foundation and Veterans Affairs of Baneh city.