today, electronic banking has essential role in banking industry. challenges facing banking industry led to banks make to use electronic banking and delivery services and products throughout electronic banking. moreover, they are trying to understand their customers' needs and everyday increase service quality throughout electronic banking. this research tries to investigate effect of cust...

It has been increasingly critical for businesses to become more customer-centric and more responsive for customer needs. The “voice of customer” (VOC in short) is a general term to describe the stated and unstated customer needs that can be captured through various customer touchpoints: sales meetings, surveys, interviews, focus groups, customer support call-center, social media sites, etc.. Mo...

The paper presents a marketing-oriented approach to the analysis and design of learning IS. In order to explain the phenomenon of success and failure of learning IS the term “user net value” is introduced. Using this concept, recommendations for a successful design and implementation of learning IS are presented. Universities in Transition During the last decade universities around the world ha...

Collecting and grouping customer needs and constraints by similarity are essential steps in market-driven product development. This paper introduces an overall procedure to collect and structure customer needs and constraints with the emphasis on grouping customer needs by similarity. In particular, this paper applies a statistical methodology (Subjective Clustering) to test for an indication t...

introduction discovering and understanding customer needs and expectations are considered as important factors on customer satisfaction and play vital role to maintain the current activity among its competitors, proceeding and obtaining customer satisfaction which are critical factors to design a successful production; thus the successful organizations must meet their needs containing the quali...

As the customers are the main reason of the formation and survival of the organization, not only understanding their obvious needs, but also forecasting, determining and guiding their hidden needs, design and implementing plans of offering services for meeting these needs for attracting customers are among cornerstone of any activity in the organization. In this research, one compares the perfo...

In a competitive market, customer decision is made to maximize his utility. It can be assumed that risk of losing a supply chain’s customer can be defined based on products utility from customer point of view. This paper takes account of product price and service level as competition criteria. The proposed model is based on non-cooperative game theory, for one-manufacturer and one-retailer supp...