چكيده به لاتين
Abstract:
Respecting (inceasingly) development of internet services in iran, and expanding number of internet service providers, business environment has become intensively competitive. Companies in iran could survive and improve their market share in which could have a correct measure of customer satisfaction and this way, identify and improve areas.Aim of this research is to give a framework for customer satisfaction evaluation adsl internet service of asiatech company. In this research five criteria including: network quality, reliability, trust, responsiveness and support were identified by revenging subject literature, research background and expert opinion and in the next step sub-criteria affecting each criteria were approved by expert in delphy method. Because of internal correlation between criteria’s, they were weighed by analytical network process and using fuzzyDEMATEL, internal correlation between criteria was found.
Research result indicated that from five identified criteria’s, network quality whit 0.2944 and responsiveness with 0.1098 had lowest weight, and between sub-criteria’s, customer privacy had highest weight with 0.072002 and service range with 0.016123 had lowest weight.
