نوری، ا.، فتاحی، ک. (1390)، اندازهگیری رضایت مشتریان در بانک توسعه صادرات ایران با استفاده از روش تجزیهوتحلیل چندمعیاره رضایت (MUSA). پژوهشهای مدیریت در ایران- مدرس علوم انسانی، 15(2)، 205-229.##
Al-Eisa, A. S., Alhemound A. M. (2008). Using a multiple-attribute approach for measuring customer satisfaction with retail banking services in Kuwait. International Journal of Bank Marketing, 27(4), 294-314.##
Arbore, A., Busacca, B. (2009). Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances. Journal of Retailing and Consumer Services, 16, 271-280.##
Behra, R., Fisher, W., Lemmink, J. (2002). Modeling and evaluating service quality measurement using neural networks. International Journal of Operation and Production Management, 22(10), 1162-1185.##
Busacca, B., Padula, G. (2005). Understanding the relationship between attribute performance and overall satisfaction: theory, measurement and implications. Marketing Intelligence and Planning, 23(6), 543-561.##
Chen, L.(2012). A novel approach to regression analysis for the classification of quality attributes in the Kano model: an empirical test in the food and beverage industry. Omega, 40, 651-659.##
Chen, W. (2009). Analysis of a customer satisfaction survey using Rough sets theory: a manufacturing case in Taiwan. Asia Pacific Journal of Marketing and Logistics, 21(1), 93-105.##
Eboli, L., Mazzulla, G. (2009). An ordinal logistic regression model for analysing airport passenger satisfaction. EuroMed Journal of Business, 4(1),40-57.##
Fečikovà, I. (2004). An index method for measurement of customer satisfaction. The TQM Magazine, 16(1), 57-66.##
Gerson, R.F. (1993). Measuring Customer Satisfaction. Menlo Park, CA.##
Grigoroud, E., Spyridaki, O. (2003). Derived vs. Stated importance in customer satisfaction surveys, Operational Research: An International Journal, 3(3), 229-247.##
Grigoroudis E., Siskos, Y. (2010). Customer Satisfaction Evaluation. New York, Springer.##
Grigoroudis, E., Kyriazopoulos, P., Siskos, Y., Spyridakos, A., Yannacopoulos, D. (2007). Tracking changes of e-customer preferences using multicriteria analysis. Managing Service Quality, 17(5), 538-562.##
Grigoroudis, E., Litos, C., Moustakis, V., Politis, Y., Tsironis, L. (2006). The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach. European Journal of Operational Research, 187, 1346-1357.##
Grigoroudis, E., Politis, Y., Siskos, Y. (2002). Satisfaction benchmarking and customer classification: An application to the branches of a banking organization. International Transactions in Operational Research, 9, 599-618.##
Grigoroudis, E., Siskos, Y. (2002). Preference disaggregation for measuring and analyzing customer satisfaction: the MUSA method. European Journal of Operation Research, 143, 148-170.##
Grigoroudis, E., Siskos, Y. (2004). A survey of customer satisfaction barometers: Some results from the transportation-communications sector. European Journal of Operational Research, 152, 334–353.##
Grigoroudis, E., Siskos, Y. (2010). Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality. London, Springer.##
Grigoroudis, E., Spyridaki, O. (2003). Derived vs. stated importance in customer satisfaction surveys. Operational Research: An International Journal, 3(3), 229-247.##
Hu, H., Chiu, S., Cheng, C., Yen, T. (2011). Applying the IPA and DEMATEL models to improve the order winner criteria: A case of Taiwan’s network communication equipment manufacturing industry. Expert systems with applications, 38, 9674-9683.##
Hung-yu, L., Jian, L., Yun-xian, G. (2006). design of customer satisfaction measurement index; system of EMS service. The Journal of China Universities of Posts and Telecommunications, 13(1), 109-113.##
Jacquet-Lagréze E., Siskos, J. (1982). Assessing a set of additive utility functions for multicriteria decision-making: The UTA method. European Journal of Operational Research, 10 (2), 151-164.##
Kwong, C.K., Wong, T.C., Chan, K.Y. (2009). A methodology of generating customer satisfaction models for new product development using a neuro-fuzzy approach. Expert system with application, 36, 11262-11270.##
Lovaglio, P.G. (2004). The customer satisfaction in a reduced rank regression framework. The TQM Magazine, 16(1), 33-44.##
Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., Malandrakis, Y. (2001). Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130, 347-360.##
Naumann, E., Giel, K. (1995). Customer Satisfaction Measurement and Management: Using the Voice of the Customer. Cincinnati, Thomson Executive Press.##
Politis, Y., Siskos, Y. (2004). Multicriteria methodology for the evaluation of a Greek engineering department. European Journal of Operational Research, 156, 223-240.##
Siskos, Y., Grigoroudis, E. (2002), Measuring customer satisfaction for various services using multicriteria analysis. Aiding Decisions with Multiple Criteria: Essays in Honor of Bernard Roy. Dordrecht, Kluwer Academic Publishers, 457-482.##
Siskos J. (1985). Analyse de regression et programmation linéaire. Revue de Statistique Appliquée, 23(2), 41-55##
Siskos, Y., Grigoroudis, E., Zopounidis, C., Saurais, O. (1998). Measuring customer satisfaction using a survey based preference disaggregation model. Journal of Global Optimization, 12, 175-195.##
Taieb, H. A., Msahli, S., Sakil, F. (2010). Modeling consumer satisfaction degree of functional textile. Journal of Modeling and Simulation of Systems, 1(2), 84-89.##
Taylor, S.A. (1997). Assessing regression-based importance weights for quality perceptions and satisfaction judgments in the presence of higher order and/or interaction effects. Journal of Retailing, 73(1), 135-159.##
)
