Theoretical Background Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer's expectation. Customer satisfaction is important because it provides marketers and business owners with a foundation that they can use to manage and improve their businesses. The concept of customer satisfaction has drawn the attention of practitioners and academics from last several years based on the fact that customers are the primary source of profit for most of the firms operating in the market (Tam, 2004). According to Churchill and Surprenant (1982), “customer satisfaction is an outcome of purchase and use resulting from the buyers' comparison of the rewards and costs of the purchase in relation to the anticipated consequences”. It is also defined in terms of an emotional state that usually arises in response of evaluating a particular service (Westbrook, 1981). The former concept highlights the fact that satisfaction is determined through a cognitive procedure by comparing what customers give up to get a service( cost) and what they receive in response ( reward), however the later concept takes satisfaction as an emotional feeling that results during the process of evaluation (Tam, 2004). Consistent with this concept, we can say that “customer satisfaction is defined as an emotional response, which results from a cognitive process of evaluating the service received against the costs of obtaining the service” (Woodruff et al. 1991). Customer satisfaction facilitates the measure of how service and products provided by company meet customer expectation. It is a key performance indicator in business terms. Typically, service firms monitor and examine the satisfaction level of customers on an ongoing base by using different scales like the likert, to measure the level of customer satisfaction which is mainly