Document Type : Original Article
Authors
1
Associate Prof., Department of Administrative and Economic Sciences, Mashhad Ferdowsi University, Mashhad, Iran
2
Assistant Prof., Department of Administrative and Economic Sciences, Mashhad Ferdowsi University, Mashhad, Iran
3
Master of Industrial Management. Department of Administrative and Economic Sciences, Mashhad Ferdowsi University, Mashhad, Iran
4
Master of Electronic Commerce, Department of Management and Accounting, Tabran Non-Profit University, Mashhad, Iran
Abstract
The purpose of the present research was to conceptually map the antecedents of customers' satisfaction with the eghamat 24 software in Iran using the Dimtel method. The present research is based on the practical purpose and in terms of the descriptive-survey method, and it is considered mixed in terms of the type of data. First, the antecedents of customer satisfaction were conducted using the Delphi (qualitative) method, and in the next step, the conceptual model and relationships between the variables were shown using the Dimtel (quantitative) technique. The statistical population in the Delphi method was 15 experts, and for the DIMTEL method, 7 experts and professors were used by purposive sampling. The research tool was Delphi and Dimtel questionnaire. The validity and reliability of the tool has also been evaluated and confirmed. In order to analyze the data, the collected Delphi and Dimtel questionnaires were analyzed. The results of the Delphi technique showed that the antecedents of customer satisfaction include: perceived value, quality drivers, access, price index, reliability, complaint handling, organization image. Also, according to Dimtel's analysis, three factors of perceived value, organization image, and customer satisfaction were introduced as handicap factors, and the other factors were introduced as cause and influence factors on customer satisfaction from the eghamat 24 software.
Keywords
)