Determining the increased numerical value of customer satisfaction, which has been impacted by latent and observed factors in after-sales service in the automotive industry, based on System Dynamics Method. (A Case study in car manufacturer) | Zendy

Shahriar Soltani | Zendy; Farzad Movahedi Sobhani | Zendy; Esmaeil Najafi | Zendy

Open Access

Determining the increased numerical value of customer satisfaction, which has been impacted by latent and observed factors in after-sales service in the automotive industry, based on System Dynamics Method. (A Case study in car manufacturer)

Author(s) -

Shahriar Soltani,

Farzad Movahedi Sobhani,

Esmaeil Najafi

Publication year - 2021

Publication title -

journal of engineering research

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.168

H-Index - 9

eISSN - 2307-1885

pISSN - 2307-1877

DOI - 10.36909/jer.12121

Subject(s) - customer satisfaction , automotive industry , marketing , customer retention , profitability index , business , delphi method , customer equity , customer delight , service (business) , structural equation modeling , service quality , customer advocacy , computer science , engineering , finance , artificial intelligence , machine learning , aerospace engineering

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