Management and Economics wood
Hamed Ahmadi; Ajang Tajdini; Amir Lashgari
Abstract
In this research, the impact of various products design was investigated in end-customer’s satisfaction. . For this purpose, the variables are: products ‘external characteristic variables, quality, price, distributing system, after sales services, perceived value and sex moderator variable. ...
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In this research, the impact of various products design was investigated in end-customer’s satisfaction. . For this purpose, the variables are: products ‘external characteristic variables, quality, price, distributing system, after sales services, perceived value and sex moderator variable. The statistical population of this research includes all the consumers of household wooden steel furniture in Tehran city. In order to evaluate and examine the conceptual model, structural equation method and AMOS software are used. The results showed that the model has been fitted in the first-grade and second-grade measurement models and also on structural model. In measurement model, the measurement indices have created some meaningful factor loadings. This issue shows that model has been determined from theoretical literature and the criteria of this measurement have been recognized correctly. This caused a high validity of the measurements ‘tools. The variables of external characteristics, quality, price, after -sales services and perceived value are all effective at 99 percent of the confidence level on the consumer of household wooden furniture. But, the effect of distributing system variable on customer satisfaction did not accept. Also according to the obtained results, it is clear that sex variable can just adapt the relationship between external characteristics and customer satisfaction in the level of 90 percent significance.
Mostafa Maleki Gholandoz; Ajang Tajedini; Shadman Pourmosa; Ebrahim Agharafiei
Abstract
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 ...
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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.
