Identifying and Determining Customer Satisfaction Criteria in Research and Technology Organizations (RTOs); Case Study: Research Institute of Petroleum Industry

KIBS have been developed in close interaction with their clients (client orientation) because their services are intangible and often information and consumer-oriented. Therefore the quality of the services in KIBS should be examined from customers’ viewpoints. Research and Technology Organizations are one kind of KIBS. Hence, customer satisfaction is the central focus of academic institutes. Meanwhile, measuring customer satisfaction in KIBS is so difficult and complicated but it is essential.In order to define the scope of customer satisfaction in Research and Technology Organizations, this study has used case study methodology and identified and determined the customer satisfaction criteria and then quantified them. Finally, thirteen criteria have been identified as customer satisfaction criteria in Research and Technology Organizations. Then by using exploratory factorial analysis, they were divided into two factorial categories and based on confirmatory factorial analysis, factor loadings of those criteria were confirmed.