Azar, A. & Momeni, M. 2020. Statistics and its Application in Management, SAMT Publications. Tehran, Iran. 348 Pages. (In Persian)
Azimi, H. & Nooralidokht, H. 2013. Measuring the level of satisfaction of West Azarbaijan Water Company subscribers with the quality and quantity of drinking water and environmental pollution of water and wastewater networks with the EFQM approach. The 2nd International Conference on Management, Entrepreneurship and Economic Development. Qom, Iran. (In Persian)
Banafshi, P. 2016. Comparing the expectations and perceptions of service recipients using the SERVQUAL model; case study: Sanandaj City Water and Wastewater Department. International Conference on Change Management. Tehran, Iran. (In Persian)
Hayati, Z., Mozafari, A., Mozafari, A. & Manouchehri, R. 2013. Segmentation of public library patrons based on their needs using artificial neural network, hierarchical analysis and Kano model. Information Research and Public Libraries, 20, 513-533. (In Persian)
Kavoosi, S. M. R. & Saghaei, A. 2021. Methods of Measuring Customer Satisfaction. Sabzan Publications, Tehran, Iran. (In Persian)
Krejcie, R. V., & Morgan, D. W. 1970. Determining sample size for research activities. Educational and Psychological Measurement, 30(3), 607-610.
Niliahmadabadi, M. & Izadi, M. 2016. Presentation of customer satisfaction measurement model for water and wastewater organization. The 1st National Conference of Islamic Sciences of Law and Management. Qom, Iran. (In Persian)
Sauerwein, E., Bailom, F., Matzler, K. & Hinterhuber, H. H. 1996. The Kano model: how to delight your customers.
International Working Seminar on Production Economics, 1(4)
, 313-327.
https://doi.org/10.4236/ijcm.2014.520158.
Shafieisabet, N. & Hoseini, S. S. 2021. Assessing the quality of rural water and wastewater company services using the SERQUAL model (case study: rural settlements in Hamadan City).
Sustainable Development of the Geographical Environment, 3
, 125-141. (In Persian).
https://doi.org/10.52547/SDGE.3.4.125.
Taheri, H. 2020. Investigating factors affecting customer satisfaction with the quality of services provided and social responsibility of water and wastewater companies in Neyshabur. The 4th International Conference on Management, Accounting, Banking and Modern Economy. Mashhad, Iran. (In Persian)
Tan, K. C. & Pawitra, T. A. 2001. Integrating SERVQUAL and Kano’s model into QFD for service excellence development.
Managing Service Quality: an International Journal, 11
, 418-430.
https://doi.org/10.1108/EUM0000000006520.
Zhang, P. & Von Dran, G. 2001. Expectations and rankings of Web site quality features: results of two studies on user perceptions.
Proceedings of the 34th Annual Hawaii International Conference on System Sciences, IEEE. Maui, HI, USA. 10 pp.
https://doi.org/10.1109/HICSS.2001.927050.