An application with TOPSIS method to increase customer satisfaction in manufacturing companies

In today's world where competition is quite high, it is very important for businesses to satisfy their customers and to be able to maintain this satisfaction. Service records provide very important data to businesses in order to increase customer satisfaction after sales. By examining and analyzing these records, businesses can determine how they can increase customer satisfaction. In this study, the service records of a white goods manufacturer company were examined. Which product group should be worked on was determined by using the pareto diagram. Survey and TOPSIS methods were used to determine which problems should be focused on improving the selected product group. It is aimed to determine which problems increase customer satisfaction the most and which types of problems have less impact on customer satisfaction. In the thesis study, it was determined that the most important problems to be focused on belong to "Glass", and it was determined that a new styrofoam work was required to solve the majority of these problems.