benefits the research by introducing a new aspect of analyzing the factors influencing customer satisfaction and efficiency. Hence, rather than identifying lone, unconnected factors leading to high customer satisfaction and efficiency, the method produces results that take the factors into consideration as groups. However, the research is limited to a restricted number of factors that can be used in analysis because the FSQCA method cannot handle very high numbers of different variables. This means that all factors that may have an influence on customer satisfaction and efficiency are not included. Instead, a small number of variables based on prior literature and empirical considerations is selected for examination.