International Journal of Management, Accounting and Economics Vol. 3, No. 7, July, 2016 ISSN 2383-2126 (Online) © Authors, All Rights Reserved www.ijmae.com 411 Towards a Conceptual Model of Customer Satisfaction for Manufacturing Organizations and Presenting a Three-Phases Approach Majid Feyz Arefi 1 Department of Management and Soft Technologies, Malek-Ashtar University of Technology, Tehran, Iran Gholamreza Tavakoli Department of Management and Soft Technologies, Malek-Ashtar University of Technology, Tehran, Iran Omid Heidari Department of Management and Soft Technologies, Malek-Ashtar University of Technology, Tehran, Iran Masoumeh Mirjafari Lashkajani Department of Industrial Engineering, Islamic Azad University, Tehran, Iran Abstract The purpose of this research is to deepening the conventional superficial view to the customer satisfaction, providing three-phase approach to measure customer satisfaction within the process of customer satisfaction management, and then designing a conceptual model for the manufacturing organizations. The study is of kind of mixed method research. The proposed model in this study is designed after reviewing the literature and analysis of more than 35 models and frameworks and interviews with experts and professors; then to validate and modify the model, the two-round Delphi technique and quantitative methods including scrolling is utilized. The results of this research include developing a conceptual model with 5 dimensions and 25 components for assessing customer satisfaction in manufacturing organizations. Also, the study showed that the current practices of survey (questionnaire) do not have enough efficiency to measure customer satisfaction. The proposed three-phase approach of the present research is consisted of three phase: the initial phase (questionnaire), the 1 Corresponding author’s email: majidfeyzarefi@gmail.com