Customer satisfaction is the result of the correlation between a customer‟s assumption and a
customer‟s feelings. By way of explanation, customer satisfaction is identified as the
distinction between assumed quality of service and the customer‟s involvement or feelings
after having perceived the service. Customer satisfaction depends on such dimensions as
assurance, responsiveness, reliability, empathy and tangibles, and further components such as
personal, price and situational factors that may arise as the service quality. (Bateson &
Hoffman 2000.)