Customer satisfaction model indsat&deming and improving customer satisfaction index in industrial marketing (case study: Arya Control Company)

Abstract

The aim of this article is to identify and explore this matter that how taking corrective and preventive actions in all parts of organization according to results of customer satisfaction measurement (CSM) can increase the level of customer satisfaction. In other words, this study is designed to develop a better understanding of benefits of customer satisfaction measurement and explore effects of utilization integrated customer satisfaction model Indsat \& Deming in two phases on the amount of customer satisfaction increasing in industrial marketing.