Advances in Industrial Engineering

Advances in Industrial Engineering

Provide an Econometric Model to Plan the Profits of Automaker Companies through Customer Satisfaction Management, After Sales Services (Case Study: Logan Pars Khodro)

Document Type : Research Paper

Authors
Mahnaz Ebrahimi Sadrabadi
Mir Mahdi Seyed Esfahani
Ali Mohammad Kimiagari
Department of Industrial Engineering, Amirkabir University of Technology, Tehran, Iran
10.22059/jieng.2018.235521.1389
Abstract
Companys’ profits is planned through customers’ satisfaction management and four main stages: 1. Recognizing the constitutive components of customer satisfaction and measuring them, 2. Integrating the components and measuring overall customer satisfaction, 3. Reviewing how the impact overall customer satisfaction on the level of performance and company activity, and 4. Identifying variables and the main parameters capable of maneuver on customers’ satisfaction, and the company’s profits planning. This paper has mainly focused on the third stages. The econometric approach is employed to study the case of Logan from Pars Khodro. It should be noted that in modeling the subject, in addition to customer satisfaction, three other variables, i.e. household income, Logan price, and the price of the rival automobile (Peugeot 206) have been considered. Results showed that the variables of customer satisfaction, household income and the price of Peugeot 206 have a direct relationship with sales and thus the company profit, while the Logan's price has an inverse relationship with the company’s profit. The variable of customer satisfaction by after-sales services has the most effect on its profitability. This means that an increase by 1 unit in customer satisfaction, increases the sale by 26.5 units. So Pars Khodro can increase its profits by investment and paying more attention to these factors. The study has been carried out by using EViews and Spss.
Keywords
After-Sales Services
Customer Satisfaction
Econometrics
Logan
Profitability
Subjects
  1. No name, no date,http://www.isqi.co.ir
  2. No name, no date, http://rafighedost.blogfa.com/post/300
  3. No name, no date, http://mahanco.com/component/content/articlel
  4. Cardozo, R. N, (1965). “An Experimental Study of Customer, Effort, Expectation and Satisfaction”, Journal of Marketing Research, No. 2, PP. 244–249.
  5. Fornell, C, (1992). “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, Vol. 56, No. 1, PP. 6–21.
  6. Yeung, Matthew CH., and Christine T. E. (2000). “From Customer Satisfaction to Profitability”, Journal of Strategic Marketing. Vol. 8, No. 4, PP. 313-326.
  7. Birgelen, M. et al. (2002). “Customer Evaluations of After Sales Service Contact Modes: An Empirical Analysis of National Culture’s Consequences”, Int.J.Res.Mark. Vol. 19, No. 1, PP. 43–64.
  8. Gaiardelli P., Nicola S., and Lucrezia Songini, (2007). “Performance Measurement Systems in After Sales Service: An Integrated Framework”, nternational Journal of Business Performance Management, Vol. 9, No. 2, PP. 145 -171.
  9. Zhang, C., and Fei P. (2009). “The Impacts of Customer Satisfaction on Profitability: A Study of State-Owned Enterprises in China”, Service Science Vol. 1, No. 1, PP. 21-30.
  10. Sun, Kyung A. (2011), Customer Satisfaction, Profitability, and Firm Value in the Hospitality and Tourism Industry: An Application of American Customer Satisfaction Index (ACSI). Diss. University of Missouri-Columbia, 2011.
  11. Chougule, R. et al. (2013). “A Fuzzy Logic Based Approach for Modeling Quality and Reliability Related Customer Satisfaction in the Automotive Domain”, Expert Systems with Applications, Vol. 40, No. 2, PP. 800-810.
  12. Bandaru, S. et al, (2015). “Development, Analysis and Applications of a Quantitative Methodology for Assessing Customer Satisfaction Using Evolutionary Optimization”, Applied Soft Computing, No. 30. PP. 265-278.
  13. Murali, S., Pugazhendhi, S., and Muralidharan, C. (2016), “Modelling and Investigating the Relationship of After Sales Service Quality with Customer Satisfaction, Retention and Loyalty–A Case Study of Home Appliances Business”, Journal of Retailing and Consumer Services, No. 30, PP. 67-83.

14. ، نگار؛ کیمیاگری، علی‌محمد و محمودی‌آذر، کیوان، (1395)، «ارائة روش علمی برای تخمین تابع هدف میزان سرمایه در گردش شرکت‌های صنعتی؛ مورد مطالعاتی ایران‌خودرو و سایپا از شرکت‌های خودرویی بورس اوراق بهادار تهران»، سومین همایش ملی و سومین همایش بین‌المللی مدیریت و حسابداری ایران.

Advances in Industrial Engineering
Volume 52, Issue 2
Summer 2018
Pages 139-148