Fuzzy quality function deployment with the measurement of customer satisfaction: An example of civil society organization

In the present-day world of ours in which we have been going through an age of globalization; the customer-satisfaction which is very important from the point view of businesses has turned to a more qualitative valve in paralell with the development encountered. To provide client-satisfaction which is required to be successful in the competitive market can only be realized through listening to the customers. The aim in this study is; revealing the expectations of the members of the Civil Society Organization (CSO) from the mentioned foundation and belonging level to CSO. For this purpose, a model in which the period of Analytical Hierarchy and the Fuzzy Quality Function Deployment have been integrated has been benefited. Study's results: show that the most important desire of the customer is; to realize the customer-registrations according to the specific- standards and also, the most important technical requirement is; increasing the personal equipment of members in respect of investments. Besides, it has been determined that the discussed civil society organization surpassed according to each criterium compared with is rivals. Keywords: Quality Function Deployment, Fuzzy Logic, Civil Society Organizatons, Analytic Hierarchy Process