摘要：This study is investigating the factors affecting customer satisfaction in carpet industry, classifying of customer need in three categories of must-be, one-dimensional and attractive requirement in Kano model, also ranking factors in each category using TOPSIS. So, reviewing the literature and experts- ideas was used to indentify factors related customer satisfaction. Then a survey was conducted in due to classify and rank the factors. In the phase of identifying factors, study population was consisted of managers and experts who are active in carpet industry and in part of classification and ranking of factors affecting customer satisfaction, study population consisting of people who have come to branches of Sahand carpet co. in Gorgan city and have bought carpet. Questionnaire was used to collect data. SPSS software was used for data analysis and showed that the durability and perseverance are the most important factor and classified in must-be requirement. The most important factor in one-dimensional requirement and attractive requirement are respectively price and consistent with life style criteria.
