Assessing the factors and evaluating the satisfaction of stakeholders in the South Khorasan gas company

In today's world, companies must focus most of their activities and capabilities on customer satisfaction; Because customers are the only source of return on investment. If a company wants to have customer satisfaction, it must be able to measure it. Customer satisfaction provides a fundamental perspective on customer issues and improves organizational performance. In this study, the level of satisfaction of the stakeholders of the South Khorasan Gas Company has been examined.

The research method is descriptive in which the tool used is a questionnaire. Questionnaires were sent to various groups of stakeholders, including gas community representatives, clients, managers, facility neighbors, contractors and suppliers of the South Khorasan Gas Company. After collecting the responses of the stakeholders, the current state of satisfaction of the stakeholders of South Khorasan Gas Company has been investigated with statistical analysis of the results according to the customer satisfaction models. In the end, relevant suggestions are presented to increase the satisfaction of the beneficiaries.

The results showed that satisfaction in the field of clients 94%, neighbors of facilities 89%, managers of National Gas Company 70%, suppliers 89%, executive contractors 80%, service contractors 85% and community representatives 84%.

Originality/Value:

 Measuring customer satisfaction provides an effective tool for controlling the overall performance of organizations and helps the organization to identify its weaknesses and try to eliminate them, and the ability to identify economic advantages according to specific time conditions.