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Customers vote with their dollars; employees vote with their feet. The senior management of all four organisations agreed that they had allowed the programmes to go ahead without any road map in place, and importantly no means of assessing success. The moment of truth, in this case, is the service encounter. We use cookies to improve your website experience.

Mobile banking is a typical application in the mobile financial field. The author continues to emphasize the critical importance of piloting the measure of patient satisfaction and being clear about the survey population. These tools were tried on some limited mobile application. As a result, the literature is replete with different conceptual and operational definitions of consumer satisfaction. Service quality is used to differentiate and add value to service offerings and to win strategic competitive advantage. Based on the finding all service quality dimensions have significant impact on service quality and customer satisfaction. It involves creating organizations with the right approaches, establishing clear ways of how to deliver services and putting the right people in place to respond to the needs of citizens. Also it would be interesting to make a variant of the study by combining Westlund et al.

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Consumer responses followed a general pattern similar to the literature. Recommendations In order to address challenges facing the SNAL as pointed by customers the study recommends the following areas to be worked to increase customer satisfaction level. Cognitive, Affective, and Attribute Bases of the Satisfaction? Evaluating factors influencing customer satisfaction towards online shopping in China?

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