Dynamic analysis of customer satisfaction process in a service company: Decision support system application

In recent years, the increasing competition with globalization and increasing customer awareness, product prices, forms of the sensitivity of the presentation make especially the service sector companies have to give direction along the changing customer demands and needs .In order to increase customer share by providing long-term customer loyalty strategies developed by businesses, the implementation of new management approaches and techniques are required .Customer Relationship Management (CRM), can get detailed information as possible about the customers, determine them as individuals and with separating segments according to the common characteristics, process left its mark on the world of marketing in the light of this information to provide products and services.This approach takes the people and the information closer to the center. When the quick improvements on Information/ Information Technology emerged with this approach, new different implementation methods appeared beyond the enterprises? traditional management styles. In this context, it can be said that in the field of production, marketing, sales as the driving force behind the emergence of new methods and approaches, the technological developments play an important role.Ensuring the effective management of these developments, together with knowledge of businesses in competition with the power of information technology in customer-focused approach, again set sail orientations will leave a lasting impact. With collecting detailed information as much as possible about their customers creating database and continue presenting activities according to the usage of information has become the focus of the customer-centric management approach.In this study, the application of a business customer satisfaction survey and the reporting phase of the datas obtained has been re-evaluated for a company which is active in service sector. A process that will allow more effective evaluation of the results by decision-makers improve the understanding of decision support system has been redesigned.