Investigating the Factors Affecting Customer Satisfaction of Iranian Mobile Operators through Combined Simulation of System Dynamics - Discrete Event

Objective: Today, competition is the first and last word in different markets, and among these, more successful businesses are those that pay double attention to the issue of satisfying their customers and their loyalty. The main purpose of this article is to investigate as much as possible the vari...

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Autores principales:	Mohsen Javidmoayed, Abbas Toloie Eshlaghy, Mohammad Ali Afshar Kazemi
Formato:	article
Lenguaje:	FA
Publicado:	University of Tehran 2020
Materias:	customer satisfaction combined simulation system dynamics event discrete mobile market Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/83856e77490e4a44a0017fedaf014203
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spelling	oai:doaj.org-article:83856e77490e4a44a0017fedaf0142032021-11-14T05:49:29ZInvestigating the Factors Affecting Customer Satisfaction of Iranian Mobile Operators through Combined Simulation of System Dynamics - Discrete Event2008-58852423-536910.22059/imj.2021.316015.1007810https://doaj.org/article/83856e77490e4a44a0017fedaf0142032020-12-01T00:00:00Zhttps://imj.ut.ac.ir/article_83188_04bbe0a66b43b718f8cad9a678bbbe0d.pdfhttps://doaj.org/toc/2008-5885https://doaj.org/toc/2423-5369Objective: Today, competition is the first and last word in different markets, and among these, more successful businesses are those that pay double attention to the issue of satisfying their customers and their loyalty. The main purpose of this article is to investigate as much as possible the various factors affecting the level of satisfaction or dissatisfaction of mobile market customers at the micro and macro levels and their impact on each other.Methods: In this article, Hamrahe Avval and Irancell are considered as the two main competitors of the mobile phone market in Iran and the factors affecting the operational and strategic levels of the market of these two competitors are considered. The discrete event approach at the operational level and the system dynamics approach at the strategic level and the simultaneous use of these two methods have been used to provide a combined model of customer market customer satisfaction/dissatisfactionaResults: The findings indicate that if any of the main competitors in the mobile phone market can not properly plan the level of service expected by their customers in response to competing actions, a serious impact on the rate of increase/decrease in satisfaction with their services and subsequently increase or There will be a decrease in customers.Conclusion: The proposed combined event-discrete system dynamics model is more efficient than any of the simulation models alone and provides a more accurate analysis of the mobile phone market and the factors affecting the share of its main competitors.Mohsen JavidmoayedAbbas Toloie EshlaghyMohammad Ali Afshar KazemiUniversity of Tehranarticlecustomer satisfactioncombined simulationsystem dynamicsevent discretemobile marketManagement. Industrial managementHD28-70FAمدیریت صنعتی, Vol 12, Iss 4, Pp 672-696 (2020)
institution	DOAJ
collection	DOAJ
language	FA
topic	customer satisfaction combined simulation system dynamics event discrete mobile market Management. Industrial management HD28-70
spellingShingle	customer satisfaction combined simulation system dynamics event discrete mobile market Management. Industrial management HD28-70 Mohsen Javidmoayed Abbas Toloie Eshlaghy Mohammad Ali Afshar Kazemi Investigating the Factors Affecting Customer Satisfaction of Iranian Mobile Operators through Combined Simulation of System Dynamics - Discrete Event
description	Objective: Today, competition is the first and last word in different markets, and among these, more successful businesses are those that pay double attention to the issue of satisfying their customers and their loyalty. The main purpose of this article is to investigate as much as possible the various factors affecting the level of satisfaction or dissatisfaction of mobile market customers at the micro and macro levels and their impact on each other.Methods: In this article, Hamrahe Avval and Irancell are considered as the two main competitors of the mobile phone market in Iran and the factors affecting the operational and strategic levels of the market of these two competitors are considered. The discrete event approach at the operational level and the system dynamics approach at the strategic level and the simultaneous use of these two methods have been used to provide a combined model of customer market customer satisfaction/dissatisfactionaResults: The findings indicate that if any of the main competitors in the mobile phone market can not properly plan the level of service expected by their customers in response to competing actions, a serious impact on the rate of increase/decrease in satisfaction with their services and subsequently increase or There will be a decrease in customers.Conclusion: The proposed combined event-discrete system dynamics model is more efficient than any of the simulation models alone and provides a more accurate analysis of the mobile phone market and the factors affecting the share of its main competitors.
format	article
author	Mohsen Javidmoayed Abbas Toloie Eshlaghy Mohammad Ali Afshar Kazemi
author_facet	Mohsen Javidmoayed Abbas Toloie Eshlaghy Mohammad Ali Afshar Kazemi
author_sort	Mohsen Javidmoayed
title	Investigating the Factors Affecting Customer Satisfaction of Iranian Mobile Operators through Combined Simulation of System Dynamics - Discrete Event
title_short	Investigating the Factors Affecting Customer Satisfaction of Iranian Mobile Operators through Combined Simulation of System Dynamics - Discrete Event
title_full	Investigating the Factors Affecting Customer Satisfaction of Iranian Mobile Operators through Combined Simulation of System Dynamics - Discrete Event
title_fullStr	Investigating the Factors Affecting Customer Satisfaction of Iranian Mobile Operators through Combined Simulation of System Dynamics - Discrete Event
title_full_unstemmed	Investigating the Factors Affecting Customer Satisfaction of Iranian Mobile Operators through Combined Simulation of System Dynamics - Discrete Event
title_sort	investigating the factors affecting customer satisfaction of iranian mobile operators through combined simulation of system dynamics - discrete event
publisher	University of Tehran
publishDate	2020
url	https://doaj.org/article/83856e77490e4a44a0017fedaf014203
work_keys_str_mv	AT mohsenjavidmoayed investigatingthefactorsaffectingcustomersatisfactionofiranianmobileoperatorsthroughcombinedsimulationofsystemdynamicsdiscreteevent AT abbastoloieeshlaghy investigatingthefactorsaffectingcustomersatisfactionofiranianmobileoperatorsthroughcombinedsimulationofsystemdynamicsdiscreteevent AT mohammadaliafsharkazemi investigatingthefactorsaffectingcustomersatisfactionofiranianmobileoperatorsthroughcombinedsimulationofsystemdynamicsdiscreteevent
_version_	1718429908203470848

Investigating the Factors Affecting Customer Satisfaction of Iranian Mobile Operators through Combined Simulation of System Dynamics - Discrete Event

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