View article

According to the innovative managerial trends, since the customers are the only source of return on investment (ROI), customer satisfaction is a suitable standard of performance in every business. In the new revolutionary world, keeping the customer and maintaining the loyalty need a great effort. A majority of business organizations miss their customers simply because they ignore the innovative methods of customer relationship. A loyal customer should be seen as a prosperous and valuable sale source who can help the organization make better future plans. So it is necessary to do research to recognize the structure of customer satisfaction and determine its effective factors.

In this paper due to the importance of above mentioned points, after analyzing the gathered information from the customers of Mazandaran Cement Co. and stating the achieved results and suggestions, it turned became apparent that factors including response to questions and demands of customers, brand and price seem to be effective factors in customer satisfaction.