نوع مقاله : مقاله پژوهشی
نویسندگان
1 دانشجوی دکتری عمران، دانشکده فنی و مهندسی، دانشگاه آزاد اسلامی واحد تهران جنوب، تهران، ایران.
2 استادیار، عمران، دانشکده فنی و مهندسی، دانشگاه آزاد اسلامی واحد تهرانجنوب، تهران، ایران.
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسندگان [English]
Achieving customer satisfaction is a condition for the survival of organizations and as a strategic factor in gaining their competitive advantage. In this research, an attempt has been made to establish a relationship between the customer and logistics services, which has been made possible through the QFD technique. In this research, fuzzy logic has been used due to the use of customer and expert opinions on issues about which there is little or no difficulty in expressing opinions or there is no accurate information about the issue.
In this research, the emphasis is on the first stage of QFD, which is called the quality house matrix. All stages of data analysis have been performed using the fuzzy QFD approach in which changes have been made to the logistics services. In general, the purpose of this study is to determine which of the logistics organizations to focus on in order to achieve maximum customer satisfaction and, consequently, maximum profit for the organization.
کلیدواژهها [English]