Customer Satisfaction
Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing his or her
perception and expectation (Kotler, 2000). Buttle (2006) agreed that satisfaction is a pleasurable fulfillment
response while dissatisfaction is unpleasurable fulfillment response. In addition, Wiele, Boselie and
Hesselink (2002) stated that satisfaction is a positive and affective behavior portrayed by a party resulting
from the appraisal of all aspects of other parties’ working relationship. Meanwhile, in business dimension, as
the organization maintains a positive relationship with its customers, several desirable outcomes are likely to
happen (Kotler, 2000).
Customer Satisfaction
Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing his or her
perception and expectation (Kotler, 2000). Buttle (2006) agreed that satisfaction is a pleasurable fulfillment
response while dissatisfaction is unpleasurable fulfillment response. In addition, Wiele, Boselie and
Hesselink (2002) stated that satisfaction is a positive and affective behavior portrayed by a party resulting
from the appraisal of all aspects of other parties’ working relationship. Meanwhile, in business dimension, as
the organization maintains a positive relationship with its customers, several desirable outcomes are likely to
happen (Kotler, 2000).
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