Evaluating customers' satisfaction in the industrial company with uncertainty

Abstract

In this paper, the evaluation of customers'satisfaction is investigated by using group decision making method under uncertainty. Here, we have used the Zadeh's fuzzy concept to model and measure the satisfaction. For this purpose, we have firstly applied the Delphi method with fuzzy Likert scales. Then, the fuzzy ELECTRE technique was used in order to ordering the index and questionnaires. For determining weights of the index we have applied the Zadeh's extension principle. On order to show the applicability of the proposed fuzzy approach, we have provided a case study which was applied in Isfahan Gas Company.