Identifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by Multi-Attribute Decision making method (Case Study: home furniture)

To compete in value creating and attempt to achieve sustainable competitive advantage and a strategic advantage over competitors have resulted in an increased attention to the importance of customer and his/her satisfaction. This is particularly important in extensive furniture and wood industry tha...

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Autores principales:	Mostafa Maleki Gholandoz, Ajang Tajedini, Shadman Pourmosa, Ebrahim Agharafiei
Formato:	article
Lenguaje:	FA
Publicado:	Regional Information Center for Science and Technology (RICeST) 2014
Materias:	Household furniture customer satisfaction MADM index TOPSIS method Forestry SD1-669.5
Acceso en línea:	https://doaj.org/article/fe91c86f80924ca18393f9675e2cba57
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id	oai:doaj.org-article:fe91c86f80924ca18393f9675e2cba57
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spelling	oai:doaj.org-article:fe91c86f80924ca18393f9675e2cba572021-12-02T09:11:03ZIdentifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by Multi-Attribute Decision making method (Case Study: home furniture)1735-09132383-112X10.22092/ijwpr.2014.4460https://doaj.org/article/fe91c86f80924ca18393f9675e2cba572014-01-01T00:00:00Zhttp://ijwpr.areeo.ac.ir/article_4460_887b861983ea803009560580de13dfd5.pdfhttps://doaj.org/toc/1735-0913https://doaj.org/toc/2383-112XTo compete in value creating and attempt to achieve sustainable competitive advantage and a strategic advantage over competitors have resulted in an increased attention to the importance of customer and his/her satisfaction. This is particularly important in extensive furniture and wood industry that deals with a wide range of customers with different tastes and attitudes. As a result, this study using library research and customer survey, attempts to identify factors influencing customer satisfaction and determine their relative impact using TOPSIS as one of the most important multi-criteria decision-making methods. The results indicate that the developed conceptual model consists of six major indexes—beauty and appearance, quality, competitive pricing, distribution and delivery systems, after-sale and support services and 35 sub-indexes. Ranking the sub-indexes reveal that the sub-indexes: fitting to indoor space; fabric, foam, and wood parts quality; product durability according to purchase price; on-time delivery; sales person’s honesty and responsiveness to provide technical knowledge; and the superiority of the household wood furniture in comparison to other similar products are the most important factors that affect customer satisfaction. On the other hand, Sub-indexes of size and volume, maintainability, purchase facilities provided by the company, method of installation, availability of product specification manual, and the environmental factors are found to have the least impact on customer satisfaction.Mostafa Maleki GholandozAjang TajediniShadman PourmosaEbrahim AgharafieiRegional Information Center for Science and Technology (RICeST)articleHousehold furniturecustomer satisfactionMADMindexTOPSIS methodForestrySD1-669.5FAتحقیقات علوم چوب و کاغذ ایران, Vol 28, Iss 4, Pp 691-708 (2014)
institution	DOAJ
collection	DOAJ
language	FA
topic	Household furniture customer satisfaction MADM index TOPSIS method Forestry SD1-669.5
spellingShingle	Household furniture customer satisfaction MADM index TOPSIS method Forestry SD1-669.5 Mostafa Maleki Gholandoz Ajang Tajedini Shadman Pourmosa Ebrahim Agharafiei Identifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by Multi-Attribute Decision making method (Case Study: home furniture)
description	To compete in value creating and attempt to achieve sustainable competitive advantage and a strategic advantage over competitors have resulted in an increased attention to the importance of customer and his/her satisfaction. This is particularly important in extensive furniture and wood industry that deals with a wide range of customers with different tastes and attitudes. As a result, this study using library research and customer survey, attempts to identify factors influencing customer satisfaction and determine their relative impact using TOPSIS as one of the most important multi-criteria decision-making methods. The results indicate that the developed conceptual model consists of six major indexes—beauty and appearance, quality, competitive pricing, distribution and delivery systems, after-sale and support services and 35 sub-indexes. Ranking the sub-indexes reveal that the sub-indexes: fitting to indoor space; fabric, foam, and wood parts quality; product durability according to purchase price; on-time delivery; sales person’s honesty and responsiveness to provide technical knowledge; and the superiority of the household wood furniture in comparison to other similar products are the most important factors that affect customer satisfaction. On the other hand, Sub-indexes of size and volume, maintainability, purchase facilities provided by the company, method of installation, availability of product specification manual, and the environmental factors are found to have the least impact on customer satisfaction.
format	article
author	Mostafa Maleki Gholandoz Ajang Tajedini Shadman Pourmosa Ebrahim Agharafiei
author_facet	Mostafa Maleki Gholandoz Ajang Tajedini Shadman Pourmosa Ebrahim Agharafiei
author_sort	Mostafa Maleki Gholandoz
title	Identifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by Multi-Attribute Decision making method (Case Study: home furniture)
title_short	Identifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by Multi-Attribute Decision making method (Case Study: home furniture)
title_full	Identifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by Multi-Attribute Decision making method (Case Study: home furniture)
title_fullStr	Identifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by Multi-Attribute Decision making method (Case Study: home furniture)
title_full_unstemmed	Identifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by Multi-Attribute Decision making method (Case Study: home furniture)
title_sort	identifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by multi-attribute decision making method (case study: home furniture)
publisher	Regional Information Center for Science and Technology (RICeST)
publishDate	2014
url	https://doaj.org/article/fe91c86f80924ca18393f9675e2cba57
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Identifying and ranking of factors affecting customer satisfaction of the household wood furniture industry by Multi-Attribute Decision making method (Case Study: home furniture)

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