the addition, elimination and paraphrasing of several questions, the final questionnaire was prepared
containing twenty eight questions. Level of satisfaction was measured on a ten point Likert-type scale
(ranging from 1 = highly dissatisfied to 10 = highly satisfied) and all questions were phrased positively
as suggested by Parasuraman et.al., 1994. The data was then put into the SPSS (Statistical Package for
Social Sciences) 13.0 and analyzed using exploratory factor analysis and reliability tests.