Compilation of the theme model of factors and communication and strategic components of customers' satisfaction with the after-sales services of Isaco company

This article deals with the formulation of the thematic model of factors and communication and strategic components of customer satisfaction with the after-sales services of Isaco company . The approach of qualitative research and its main strategy is exploratory interview with experts, and the data was obtained through in-depth interviews with 17 experts using purposeful and snowball sampling . Etrid-Sterling theme analysis model was used for data analysis, and based on the interview process and three rounds of coding, the final model of the research was presented. The findings indicate that advertising factors, strategic factors, distribution chain factors, company social capital factors, components and services factors are communication and strategic components . Finally, the components of strategic and communication factors effective in the formation of customer satisfaction with the after-sale services of Isaco cars were identified and categorized into 145 basic themes, 26 organizing themes and 5 comprehensive themes.