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July 15, 2026SystemsOpen Access

A System Dynamics Model for Analyzing Customer Satisfaction Drivers in a Manufacturing Context

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Authors

MSMahnaz Asgari SooranVAVenkat AlladaAAAdewole Adegbola

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Overview

Randomized trial examines drivers of customer satisfaction in manufacturing, suggesting new decision-support strategies.

Key Points

  • This research aims to identify and analyze the drivers of customer satisfaction in the manufacturing sector.
  • Developed a conceptual framework using system dynamics modeling.
  • Conducted scenario analyses for base, optimistic, and pessimistic cases with three intervention policies.
  • Identified key internal and external drivers of customer satisfaction.
  • Investing in knowledge management improved customer satisfaction by enhancing service delivery.
  • Inclusion of safety stock positively affected on-time delivery metrics.
  • Decreasing inventory costs associated with improved manufacturing performance criteria led to higher customer satisfaction.

Cite This Study

Sooran et al. (2026) studied this question.

synapsesocial.com/papers/6a57231a88b21df87547fe95https://doi.org/10.3390/systems14070835
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