A vehicle routing problem with time windows (VRPTW) is an important problem with many real applications in a transportation problem. The optimum set of routes with the minimum distance and vehicles used is determined to deliver goods from a central depot, using a vehicle with capacity constraint. In the real cases, there are other objective functions that should be considered. This paper considers not only the minimum distance and the number of vehicles used as the objective function, the customer’s satisfaction with the priority of customers is also considered. Additionally, it presents a new model for a bi-objective VRPTW solved by a revised multi-choice goal programming approach, in which the decision maker determines optimistic aspiration levels for each objective function. Two meta-heuristic methods, namely simulated annealing (SA) and genetic algorithm (GA), are proposed to solve large-sized problems. Moreover, the experimental design is used to tune the parameters of the proposed algorithms. The presented model is verified by a real-world case study and a number of test problems. The computational results verify the efficiency of the proposed SA and GA.

Customer satisfaction is one of the main factors in determining the competitiveness of every industry. Along with the technological advances, it will impact on the increasingly intense competition in the business of providing great opportunities to the consumer to find a quality product at competi-tive rates. The purpose of this study is to develop the quality of automotive battery products that meet consumer needs by using Quality Function Deployment (QFD) method. The application is then analyzed and its results produced a proposal for product development according to the weight and priority development on product attributes that are considered important by customers. There are two main priorities that are most desired by customers, among others for improving the quality of products maintenance free battery in automotive battery industry with quality function deployment according to consumers. Consumers need a car battery with a good durability and great performance, low price, and environment friendly features, which can be achieved by using absorbent glass mat and expanded machine technology. Based on relative weight in House of Quality, Ab-sorbent Glass Mat receives the highest percentage of technical priority that is equal to 31% whereas technology expanded gets the second highest percentage of technical priority that is equal to 19%. It means that both technologies are more important to develop this product. Therefore, the maintenance free battery products are expected to be attractive for consumers and extensive marketing.

The aim of the study was to examine how consumers integrate into brand communities on social media network sites (SNSs) and how it affects overall satisfaction of social media sites users among students. The study depends on the service-dominant logic (SDL) to develop the constructs for hypotheses testing. The study used a cross-sectional survey research design. The data were col-lected using a web-based survey of university of Nairobi Students. In all, a total of 608 students participated in the survey. The data was analyzed using structural equation modeling with AMOS software. The results revealed that frequency of usage of SNSs and duration of usage positively affect the self –perceived relevance of SNSs. Also, the self-perceived relevance leads to building brand community which finally leads to customer satisfaction. The research was limited to only students of Nairobi and selecting students in itself, which is a limitation as well as limiting it to uni-versity of Nairobi. The younger or the millennial are not the only users of SNSs. We have older generations as well, who also use SNSs for various activities such as professional development among others. Understanding why consumers of social media network site would integrate brand community is seminal for both local and foreign firms doing business in a developing country. This would enable marketing practitioners to craft marketing strategies best for community brand building.

In the present competitive world, facility location is an important aspect of the supply chain (sc) optimization. It involves selecting specific locations for facility construction and allocation of the distribution channel among different SC levels. In fact, it is a strategic issue which directly affects many operational/tactical decisions. Besides the accessibility, which results in customer satisfaction, the present paper optimizes the establishment costs of a number of distribution channels by considering their proximity to the stock market of the goods they distribute, and proposes mathematical models for two objective functions using the set covering problem. Then, two objective functions are proposed into one through the ε-constraint method and solved by the metaheuristic Genetic Algorithm (GA). To test the resulted model, a smaller scale problem is solved. Results from running the algorithm with different ε-values show that, on average, a 10% increase in ε, which increases the value of the second objective function - distance covered by customers will cause a 2% decrease in the value of the first objective function including the costs of establishing distribution centers). The repeatability and solution convergence of the two-objective model presented by the GA are other results obtained in this study.

This paper presents an empirical investigation to determine important factors influencing on customer satisfaction in after-sales service network of automotive industry. The study designs two questionnaires, one for measuring the quality of after-sales services and the other for measuring customers’ satisfaction. The study selects a sample of 265 randomly selected customers out of 850 people who received the services from an automotive firm in Iran. Cronbach alpha has calculated as 0.82, which is well above the minimum desirable level. Using Spearman correlation the study has detected a positive and meaningful relationship between services and customer satisfaction (r=0.48, Sig. =0.01), a positive relationship between being responsiveness and customer satisfaction (r=0.51, Sig. =0.01) and finally a positive relationship between speed of operation customer satisfaction (r=0.45, Sig. = 0.01). Moreover, there was a positive and meaningful relationship between cost of services and customer satisfaction (r=0.68, Sig. = 0.01) and a positive relationship between quality of services of after-sales services and customer satisfaction (r = 0.61, Sig. =0.01).

This paper presents an empirical investigation on user’s satisfaction based on the expectation disconfirmation paradigm theory. The study selects a sample of 332 people from 2449 graduate students who were enrolled at the Birjand University. The study uses a questionnaire developed by Isac and Rusu (2014) [Isac, F. L., & Rusu, S. (2014). Theories of user’s satisfaction and the operationalization of the expectation disconfirmation paradigm. Economic series, university of Targu, 2 (1), 82-88.]. Using path analysis, the study has determined that perceived usefulness and personal experience had the highest impact on users’ satisfaction in electronic library usage. In addition, there was a negative relationship between user interface and users’ satisfaction.

Customers are financial and intellectual capital of the firm and its survival and success depend on the attitude and firm performance to its customers. The goal of this article is to study customer satisfaction in Bonny Chow National Distribution Company and offering a model to evaluate customer satisfaction and also to study strength and weakness to improve and facilitate the defects. This study is descriptive, because it collects data and analyzes hypothesis based on expert survey. The questionnaire used in this paper has 10 questions on measure customer satisfaction. The results show that responders were satisfied with the visitors and delivery personnel and they were dissatisfied with the firm. In other words hypothesis 1 and 2 were accepted and hypothesis 3 was rejected.

This paper presents an empirical investigation to study the role of entry into regional markets in fulfilling brand promise. The study designs two questionnaires, one for measuring brand promise and the other for measuring export capabilities, in Likert scale and distributes it among 250 randomly selected producers who were involved in production and development of various products in city of Esfahan, Iran. Cronbach alphas were calculated for brand promise and export capabilities as 0.856 and 0.812, respectively. Using structural equation modeling, the study has detected seven factors including product development, public advocacy, strategic orientation, customer satisfaction, competitive pressures, organizational capabilities and distribution strategies.

Today, many business organizations have replaced product oriented strategies with customer oriented strategies and try to improve the level of their products and services to reach customer satisfaction. Excellent organizations pay especial attention to their customers and always try to do their best to have loyal customers. The purpose of this paper is to investigate the level of customer oriented in an excellence business organization through European Foundation of Quality Management (EFQM) method for one of the biggest Iranian banks in city of Tehran, Iran. The study designs a questionnaire in Likert scale and distributes it among 384 randomly selected customers who do banking business. Cronbach alpha has been calculated as 0.948, which is well above the desirable level. In addition, using t-student test, the study has confirmed that bank enjoyed a satisfactory level of customer oriented.

Recently, the diffusion of the Internet as a retail and distribution channel has undergone a great growth. This paper presents an empirical investigation on the effects of gender differences on online buying. The study explored gender differences among 13 factors concerning the internet buyer. With regard to factors and consistent with Hypothesis and sub hypothesis, differences were detected across genders using t-student tests and the findings were in alignment with the ANOVA test. For data collection and final testing of the E-SAT model a questionnaire was designed and distributed among 100 randomly people who resided in Iran. The analysis show that merchandising, security and company items gained more scores for men than women in online shopping.