Oliver (1977)20
Some of the definitions available from web are compiled below: “Customer
satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation”.
defines “Satisfaction is the consumer’s fulfilment response. It
is a judgment that a product or service feature, or the product of service itself,
provided (or is providing) a pleasurable level of consumption- related fulfilment,
including levels of under- or over-fulfilment”.
21 “Customer satisfaction is an
ambiguous and abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service”.22 34
“Comparison of expectations versus perception of experience”.23 “A customer’s
perception of the degree to which their requirements have been fulfilled.”24
According to Business Dictionary, customer satisfaction is, “Degree of satisfaction
provided by the goods or services of a firm as measured by the number of repeat
customers.”