Assessment of Domestic Subscribers Satisfaction of Yazd Province Electric Distribution Company in Iran: Customer Relationship Management Study Sehati Mohammad Ali*, Talawar VG** Department of Studies in Library & Information Science, University of Mysore, Mysore, India. *Address for correspondence: E-mail: ma_sehati@yahoo.com
**E-mail: muvgt@yahoo.co.in
Abstract A new business and trade culture is developing today. Based on new theories such as strategic management, total quality control (TQC) and total quality management (TQM), customer satisfaction is valid goal for organization. The essence of these theories is customer-oriented service and customer satisfaction. The concepts of mass production and mass marketing are changed to customer-oriented service. The old model of “design-build-sell” (a product-oriented view) is being replaced by “sell-build-redesign” (a customer-oriented view). Customer satisfaction measures offer a meaningful and objective feedback about client's preferences and expectations. In this paper, first we will define the concept of customer relationship management and satisfaction of customers, and second, we will measure and evaluate domestic customer satisfaction in Yazd Province Electric Distribution Company in Iran. Top Keywords Customer relationship management (CRM), Data Mining, Customer Satisfaction Measurement, Clustering, Rule-Induction, Multicriteria Analysis, Yazd Electric Distribution Company. Top |