customer sat is fiction

8/3/2019 Customer Sat is Fiction

1/22

2012

AUST

MD. ARIFUL HAQUE

ID# 10.01.51.084

CODE# MBA -

[CUSTOMEAhsanullah Univ

SATISFICTION SUersity of Science and Tec

VEY]hnology


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Table of Contents

Abstract:........................................................................................................................................................ 3

Introduction................................................................................................................................................... 4

Rationale of the Study................................................................................................................................... 5

Customer Satisfaction Defined...................................................................................................................... 6

Literature Review.......................................................................................................................................... 6

Objectives of the Study.................................................................................................................................. 7

Methodology................................................................................................................................................. 8

Analysis and Findings .................................................................................................................................... 8

Results and Discussions................................................................................................................................. 9

Conclusion ................................................................................................................................................... 18

Appendix..................................................................................................................................................... 19

References................................................................................................................................................... 21

Table 1: Satisfaction with Quality of Network.............................................................................................. 9

Table 2: Satisfaction with Network Coverage .............................................................................................. 9

Table 3: with Call rate at Peak Hours ......................................................................................................... 10

Table 4: Satisfaction with Call rate at Peak Hours ...................................................................................... 10

Table 5: Satisfaction with Interconnectivity between operators ............................................................... 11

Table 6: Satisfaction with Number of FNF .................................................................................................. 11

Table 7: Satisfaction with Internet Based Service ...................................................................................... 12

Table 8: Satisfaction with SMS based services ........................................................................................... 12

Table 9: Satisfaction with Easy bill payment system .................................................................................. 13

Table 10: Satisfaction with Easy Customer service .................................................................................... 13Table 11: Satisfaction with Overall Satisfaction ......................................................................................... 14

Table 12: Customer Satisfactions ............................................................................................................... 14

Table 13: Model Summary ......................................................................................................................... 16

Table 14: Coefficients of Variables ............................................................................................................. 16

Table 15: ANOVA Analysis .......................................................................................................................... 17


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Abstract:

Today, it would be difficult to find a company that doesn't proudly claim to be a customeroriented, customer-focused, or even-customer driven enterprise. Increasing competition

(whether for-profit or nonprofit) is forcing businesses to pay much more attention to satisfy

customers. The state of satisfaction depends on a number of both psychological and physical

variables which correlate with satisfaction behaviors. The level of satisfaction can also vary

depending on other options the customer may have and other products against which the

customer can compare the organizations product. Customers satisfaction has now become

major concern of the mobile service providers in our country. The objective of this study is to

provide a more comprehensive understanding of the process of customer satisfaction on the

services provided by the mobile phone operators. To measure the customer satisfaction a

questionnaire was designed by comprising some important variables. Based on the findings of

the study some recommendations have been made which may assist the mobile operators to

increase their customer base through more satisfied customers.

Keywords:

Customer Satisfaction, retention of customers, customer support, expectations of customers etc.


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Introduction

The concept of customer satisfaction has been studied and evaluated in many industries.

Companies are keen on understanding customer satisfaction in order to cultivate strong

relationships with their customers. Customer satisfaction is the leading criterion for

determining the quality that is actually delivered to customers through the product/service and

by the accompanying servicing (Vavra, 1997). Customer satisfaction is of utmost importance to

many companies simply for the fact that it is difficult to acquire new customers and hence the

need to keep and retain existing customers. Simply stated, customer satisfaction is essential for

corporate survival. Several studies have found that it costs about five times as much in time,

money and resources to attract a new customer as it does to retain an existing customer

(Naumann, 1995).

Awareness of customer expectations from a companys products and services is a challenging

task for many organizations. Knowledge of customer expectations and requirements, Hayes

states, is essential for two reasons: it provides understanding of how the customer defines

quality of service and products, and facilitates the development of a customer satisfaction

questionnaires (Hayes, 1997, p. 7).Furthermore, customer satisfaction is recognized as of great

importance to all commercial firms because of its influence on repeat purchases and word-of-

mouth recommendations (Berkman and Gilson, 1986).

The study pertains to the expectations and satisfaction that current mobile users are receiving

from the various mobile operators in the telecommunication sector in Bangladesh. By

identifying the consumer attitudes and perceptions of the quality of service they are receiving,it gives us an idea as to what extent to which goods or services meet the customers needs and

requirements.

The mobile telecommunication sector has been increasing over the past couple of years.

Enormous technological progress, an increased number of network operators and intense

competition has become the regular features in the Bangladesh mobile telecommunication

sector. It has been entering into new phase .It is predicted that this service clearly exhibits the

trend of reaching maturity (Ibrahim et al).Hence there is the need for holding on to existing

customers through greater customer satisfaction in the increasing competitive environment of

this sector.


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Rationale of the Study

The governments deregulation process has resulted as a catalyst in the growth of this industry.

This has turned out to be a very competitive industry with the entry of new operators. At

present, there are six mobile operators conducting business in Bangladesh.

They are Grameen Phone (GP), Banglalink, City Cell, Telle Talk, Robi and Airtel. In order to

differentiate themselves the mobile operators now emphasize their attention towards

developing wide range of products and services Todays customers are demanding more

reliable service , product variety and facilities from their mobile operators. Hence it is of

interest to identify the satisfaction level of mobile phone users and determine whether the

products and services are meeting the customers needs and the variables which contribute to

this satisfaction. Because the extent to which goods or services meet the customer's needs and

requirements is the index by which quality is determined (Pizam, 1999), and ultimately the

derived customer satisfaction.

It is seen that the mobile operators are in intense competition regarding the products and

services provided. Each is trying to outdo the other in order to capture their customers. But

because of the intense competition, retention of customers is key to their survival, which can

only be achieved through customer satisfaction.

In today's competitive environment one of the most important goals of corporate cultures is

retaining and satisfying current and past customers. Experience shows that only consumer

oriented'' corporations can achieve this goal. These companies focus on the needs and want of

specific target groups and then work hard to maximize satisfaction with the product or service

being offered (Vavra, 1997, p. 12). Instead of waiting for customer complaints to let them know

when something isn't satisfactory or wrong, a consumer oriented'' corporate culture, seeks

continuous feedback from its customers through repeated customer satisfaction measurements

(Vavra, 1997, p. 13).


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Customer Satisfaction Defined

Customer satisfaction is a psychological concept that involves the feeling of well-being and

pleasure that results from obtaining what one hopes for and expects from an appealing product

and/or service (WTO, 1985).

Customer satisfaction can also be defined as satisfaction based on an outcome or a process.

Vavra's (1997, p. 4) outcome definition of customer satisfaction characterizes satisfaction as the

end-state resulting from the experience of consumption. This end state may be a cognitive

state of reward, an emotional response to an experience or a comparison of rewards and costs

to the anticipated consequences. Vavra also puts forth a definition of customer satisfaction

based as a process, emphasizing the perceptual, evaluative and psychological processes

contributing to customer satisfaction (1997, p. 4). In this definition, assessment of satisfactions

made during the service delivery process.

Satisfaction is not a universal phenomenon and not everyone gets the same satisfaction out of

the same service experience. The reason is that customers have different needs, objectives and

past experiences that influence their expectations.(Pizam,1999) Therefore it is important to

gain a clear idea of the customer needs and objectives that correspond to different kinds of

satisfactions. This necessitates the segmentation of the market, because no service or product

can offer everyone the same degree of satisfaction (WTO, 1985).

Literature Review

In a study titled Customer loyalty: A study of mobile telecommunication service by Ibrahim,

Istiaque and Islam (2007), they measured customer satisfaction by taking into consideration

certain factors including customer care. A comparison between Grameen Phone, Robi,

Banglalink and Citycell was made. The results of the study were that the mobile operators

placed considerable importance to the issue of customer support. There is a positive correlation

between customer satisfaction and customer support.

When customer support becomes wider the trend of satisfaction becomes stronger. A study

made by Abraham Pizam and Taylor Ellis (1999) in hospitality enterprises found that if properlydesigned, administered and analyzed, the process of monitoring customer satisfaction can be

beneficial to any hospitality enterprise and make the difference between offering a mediocre

product and an excellent, quality product.

Li, Qi, and Shu (2007) made a study to find out the satisfaction level of the customers in mobile

telecommunication market in China. They found that the competition between telecom


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operators became more intense in China. In addition, they discovered that the telecom

operating management was emphasizing a lot to the customer satisfaction and customer

services, to improve the ability and for sustainable development in the competitive

environment. It means that higher level of customer satisfaction lead to greater customer

loyalty, which in turn has a positive impact on profitability.

Smith, Bolton, and Wanger (1999), tried to develop a model that describes customer

satisfaction and the services encounter involving failure and recovery through mixed design

experiment using survey method. Their study provided a framework for considering how

service failure context and service recovery attributes influence customer evaluations through

disconfirmation and perceived justice, thereby influencing satisfaction with the service

failure/recovery encountered. They found that apology; speedy recovery and compensation of

the failure had a positive effect on customers perception. Finally, this study also provided

guidelines to the management for establishing proper fit between service failure and the

recovery as an effective response to the customers.

Bolton R.N. (1998) developed a dynamic model of the duration of service provider-customer

relationship that focuses on the role of customer satisfaction. This study found that there is a

positive relationship between the customer satisfaction and the duration of the relationship.

This study also suggested that organizations should focus on customers in the early stages of

relationship, because customers considered prior cumulative satisfaction heavily and the

duration of the relationship depended on the satisfactory level. If customers experienced were

not satisfactory, the relationship was likely to be very short. This study also showed that

changes in customers satisfaction could have important financial implications for theorganization because lifetime revenues from an individual customer depended on the duration

of his/her relationship.

Objectives of the Study

The objectives of the study can be summarized as follows:

I. To determine the customer satisfaction of mobile users stemming from the variety ofproducts and services offered by the different mobile operators

II. To identify the expectations of customers from the mobile operatorsIII. To identify the various variables that influence customer satisfactionIV. To identify the types of complaints andV. To offer some recommendations, which may help mobile operators to retain their share

of customers through excellent products and services.


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Methodology

This study is based on both primary and secondary data. Primary data is collected through a

questionnaire survey using a five point Likert Scale. Open-ended questions were also used to

collect the data from the respondents. The secondary data was collected from brochures,

websites of mobile operators, published articles, books, etc. One sample t-test is used for the

analysis of data. As this study uses a five point Likert Scale for collecting data, 3 is considered as

the test value, which indicates any value above 3 will show that customers are satisfied.

The total sample size of the study was 173 respondents. The variables which are used to

measure the customer satisfaction includes:

i) Product attributes (Network access, Product features, Call rate, Network quality,Promotional package);

ii) Payment Method (Hassle free method, Satisfaction with payment method);iii) Internet (Fees, Speed, Efficiency in dealing problem);iv) Value Added Services (Cost); andv) Customer Care Services (Friendly employees, Efficient employees, Satisfied with

customer care services).

Analysis and Findings

The use of mobile phone has been increased tremendously in our country. This is why the

mobile operators are trying to increase their market share by providing diverse facilities to the

new customers as well as the existing one. This study tries to identify the satisfaction level of

the customers over the performances of mobile phone operators in Bangladesh.

There are six mobile phone operators operating their activities in our country. It is found that

the majority of the consumers use Grameen Phone and Banglalink connections, as various

amenities are provided by these operators. Other operators are also trying to improve their

services by providing different facilities. It is also found that most of the time consumers are not

satisfied with the facilities of one specific operator. That is why most consumers get secondary

connections from another mobile operator (Annexure-01).

To retain the customers the mobile phone operators are concentrating to provide different

facilities to their customers. Poor network access and high call rates are the common complaint

by the customers regarding all the mobile phone operators in our country.

For that reasons mobile phone operators are continuously trying to make the call rates

competitive and improve their network quality day by day. They are also trying to attract

customers by offering different promotional services at different time.


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Results and Discussions

The first step of the analysis is to show some descriptive statistics from the data. Descriptive

statistics for all seven variables are given below.

Level of Satisfaction of Mobel Operator Customer

Table 1: Satisfaction with Quality of Network

Satisfaction level No. of IT employees Percentage (%)

Extremely Dissatisfied 0 00.0

Dissatisfied 3 30.0

Natural 1 10.0

Satisfied 6 60.0Extremely Satisfied 0 00.0

Total 10 100.0

Remarks: In the table 1, it is found that among all the Customer of IT sectors, 60% is satisfied,

30% is Dissatisfied, 10% is Natural, 00.0% is Extremely dissatisfied and Extremely Satisfied in

Quality of Network among the Customer.

Table 2: Satisfaction with Network Coverage



Dissatisfied 2 20.0

Natural 2 20.0

Satisfied 6 60.0

Extremely Satisfied 0 00.0

Total 10 100.0

Remarks: In the table 2, it is found that among all the Customer of IT sectors, 60% is satisfied,

20% is Dissatisfied, 20% is Natural, 00.0% is Extremely dissatisfied and Extremely Satisfied in

Network Coverage among the Customer.


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Table 3: with Call rate at Peak Hours



Dissatisfied 0 00.0

Natural 3 30.0

Satisfied 4 40.0


Total 10 100.0

Remarks: In the table 3, it is found that among all the Customer of IT sectors, 30% is ExtremelyDissatisfied, 40% is Satisfied, 30% is Natural, 00.0% is dissatisfied and Extremely Satisfied in Call

rate at Peak Hours among the Customer.

Table 4: Satisfaction with Call rate at Peak Hours

Satisfaction level No. of IT

employees Percentage (%)


Dissatisfied 1 10.0

Neutral 3 30.0

Satisfied 5 50.0


Total 10 100.0

Remarks: In the table 4, it is found that among all the Customer of IT sectors, 10% is Extremely

Dissatisfied, 50% is Satisfied, 30% is Natural, 10.0% is dissatisfied and 00.0% is Extremely

Satisfied in Call rate at Peak Hours among the Customer.


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Table 5: Satisfaction with Interconnectivity between operators


Extremely Dissatisfied 0 10.0Dissatisfied 2 20.0

Neutral 4 40.0

Satisfied 4 40.0


Total 10 100.0

Remarks: In the table 5, it is found that among all the Customer of IT sectors, 20% is

Dissatisfied, 40% is Satisfied, 40% is Natural, 00.0% is Extremely dissatisfied and 00.0% is

Extremely Satisfied in Interconnectivity between operator among the Customer.

Table 6: Satisfaction with Number of FNF



Dissatisfied 3 30.0

Neutral 3 30.0

Satisfied 3 30.0


Total 10 100.0



Extremely Satisfied in Number of FNF among the Customer.


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Table 7: Satisfaction with Internet Based Service



Dissatisfied 4 40.0

Neutral 3 30.0

Satisfied 1 10.0


Total 10 100.0



Extremely Satisfied in Internet Based Service among the Customer.

Table 8: Satisfaction with SMS based services



Dissatisfied 2 20.0

Neutral 2 20.0

Satisfied 6 60.0


Total 10 100.0



Extremely Satisfied in SMS based services among the Customer.


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Table 9: Satisfaction with Easy bill payment system



Dissatisfied 1 10.0

Neutral 3 30.0

Satisfied 6 60.0


Total 10 100.0



Extremely Satisfied in Easy bill payment system among the Customer.

Table 10: Satisfaction with Easy Customer service



Dissatisfied 2 20.0

Neutral 3 30.0

Satisfied 3 30.0


Total 10 100.0



Extremely Satisfied in Easy bill payment system among the Customer.


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Table 11: Satisfaction with Overall Satisfaction



Dissatisfied 0 00.0Neutral 9 90.0

Satisfied 1 10.0


Total 10 100.0

Remarks: In the table 10, it is found that among all the Customer of IT sectors 10% is Satisfied,

90% is Natural, , 00.0% is Dissatisfied, 00.0% is Extremely dissatisfied and 00.0% is Extremely

Satisfied in Overall Satisfaction among the Customer.

Table 12: Customer Satisfactions

Services Mean Median Mode Std.

Deviaon

Variance Skewness Std. Error of

Skewnes

Range

Quality of Network 3.3 3.43 4 .949 .9 -.742 .687 2

Newtork Coverage 3.40 3.5 4 .843 .711 -1.001 .687 2

Call Rate at Peak Hours 2.8 3.14 4 1.317 1.733 -.643 .687 3

Call Rate at Off Peak

Hours

3.2 3.38 4 1.033 1.067 -1.241 .687 3

Interconnecvity

Between Operators

3.2 3.25 3 .78881 .622 -.407 .687 2

Number of FNF 2.8 2.834 2 1.0328 1.067 -.272 .687 3

Internet Based Service 2.3 2.286 2 .94868 .9 .234 .687 3

SMS Based Service 3.4 3.5 4 .84327 .711 -1.001 .687 2

Easy Pament System 3.5 3.56 4 .70711 .5 -1.179 .687 2

Customer Service 2.7 2.8 3 1.1595

0

1.344 -.342 .687 3.00

Overall Sasficon 3.10 3.10 3 .316 .100 3.162 .687 1

Remarks: It is also found that the customers were fairly aware about the promotional servicesof mobile phone operators and overall they showed their satisfaction with the network access,

key features of the products, and with different promotional packages but they were not

satisfied with the call rates and network quality. However, the customers of Grameen Phone

and Banglalink were pleased with their call rates and the customers of Robi, City Cell, and

Grameen Phone are satisfied with their network quality.


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Mobile operators also launched different bill payment methods to make the payment

procedure easy for the customers. Most of the customers prefer flexi load/ i-top up to pay their

bill and the second preference is to pay the bill by using scratch card (Annexure-01). Overall

they were satisfied with the general payment method of the mobile operators.

Now a day, use of internet has become a common phenomenon and this facility is also now

being provided by the mobile operators. The customers of City Cell and Tele Talk are not

satisfied with the fees and speed of internet services. On the other hand the customers of Robi,

City Cell, Tele Talk and Airtel think that the employees are not efficient enough in dealing the

problems of the internet.

Mobile phone operators also provide different value added services and customer care services

to their customers. In general the customers show their satisfaction on these services of mobile

phone sectors (Table-4). But the customers of Tele Talk, City Cell and Robi think that the cost of

value added services is very high. In addition they are also not satisfied with the customer careservices of these mobile phone operators.

Next the data were analyzed for factors associated with job satisfaction. A simple

regression analysis was performed with job satisfaction as the dependent variable. The

proposed model for job satisfaction is:

Job Satisfaction = b0 + b1X1 + b2X2 + b3X3 + b4X4 + b5X5 + b6X6 + b7X7+ b8X8

Where the independent variables are:

X1 = Satisfaction with Salary

X2 = Conducive environment

X3 = Satisfaction with supervisors

X4 = Satisfaction with subordinates

X5 = Opportunity for personal growth

X6 = Satisfaction with access for continuous training

X7 = Satisfaction with promotion

X8 = Satisfaction with promotion


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Table 13: Model Summary

Model R R Square Adjusted R Square Std. Error of the Estimate

1 1.000(a) 1.000

a Predictors: Quality of Network, Newtork Coverage, Call Rate at Peak Hours, Call Rate at Off

Peak Hours, Interconnecvity Between Operators, Number of FNF, Internet Based Service, SMS

Based Service, Easy Pament System, Customer Service, Overall Sasficon.

Table 14: Coefficients of Variables

Model

Unstandardized

Coefficients

Standardized

Coefficients

t Sig.B Std. Error Beta

1 (Constant) 4.467 .000 . .

Network Coverage .647 .000 .808 . .

Call Rate at Peak Hours -.003 .000 -.006 . .

Call Rate at Off Peak Hours .524 .000 .801 . .

Interconnctivity Between Operator .356 .000 .417 . .

Internet Based Services -.372 .000 -.523 . .

SMS Based Services .603 .000 .753 . .

Easy Bill Payment System -.763 .000 -.800 . .

Customer Service .268 .000 .461 . .

Overall Satisfiction -1.748 .000 -.819 . .

a. Dependent Variable: Age Group


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Table 15: ANOVA Analysis

Model Sum of Squares df Mean Square F Sig.

1 Regression 4.100 9 .456 . .a

Residual .000 0 .Total 4.100 9

a. Predictors: (Constant), Overall Satisfiction, Interconnctivity Between Operator, Call Rateat Off Peak Hours, SMS Based Services, Call Rate at Peak Hours, Network Coverage, Easy

Bill Payment System, Customer Service, Internet Based Services

b. Dependent Variable: Age GroupSince the value of R is 1, it indicates that the relations between the dependent variable and theindependent variables are very strong. It is also seen that the value of Adjusted R

2is 1, i.e. the

dependent variable is 100% explained by the independent variable that are included in the

model.


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Conclusion

Organizations are increasingly interested in retaining existing customers while targeting non-

customers; measuring customer satisfaction provides an indication of how successful the

organization is at providing product and/or services to the marketplace. It's widely accepted

that it is at least five times more profitable to sell to an existing customer than to find a new

customer. More important, the difference between satisfied customers and very satisfied

customers can make a big difference in customer repeat business and your profits. This means,

that measuring client satisfaction is very important, and, second, that distinguishing between

degrees of satisfaction by using customer surveys is crucial. Customers satisfaction has now

become major concern of the mobile service providers in our country. Based on our findings

and objective to provide a more comprehensive understanding of the process of customer

satisfaction on the services provided by the mobile phone operators, the following

recommendations have been made:

I. Network quality needs to be improvedII. Call rates need to be reduced

III. Reduce the charges of internet fees and improve the speed of internet.IV. Proper training is needed for the staffs to work more efficiently.V. Reduce the cost of value added services

VI. Employees must also be better trained in personally dealing with customers.

The study also reveals that most of the mobile users are using products of different mobile

operators for different benefits, which indicates that mobile users in our country are not

completely satisfied. In other words there is no one mobile operator that offers a range of

products and services that fully satisfies its consumers.

Mobile phone operators should give more consideration to this aspect so that they can design

their product with the attributes and benefits required by the existing and potential customers.

Therefore, despite the strong completion between the various mobile operators, there are still

significant opportunities for the companies to gain a greater share of loyal customers.


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Appendix

Questionnaire

Customer Satisfaction Survey of Tele-Communication Industry in Bangladesh

Survey Questionnaire for Mobile Users/ Subscribers

Part A: Personal Information

A. Name

B. Gender1. Male2. Female

C. Marital Status1. Single2. Married3. Divorced / Widow

D. Age Group1. 18 212. 22 253. 26 304. 31 455. 46 +

E. Profession1. Sales / Marketing Executive2. IT Professional3. Engineer4. Doctor5. Govt. Service6. Secretary7. Administrator8. Banker9. Others

F. In which Industry you belong?1. Service2. Manufacturing3. Engineering4. Information Technology5. Health6. Public Sector7. Banking8. Pharmacy9. Others

G. Salary Range (Monthly)1. BDT 3,000 10,0002. BDT 10,000 15,0003. BDT 15,000 20,0004. BDT 20,000 25,0005. BDT 25,000 35,0006. BDT 35,000 50,0007. BDT 50,000 +

H. Used Mobile Operator1. Grameen Phone2. Robi3. Bangla Link4. Airtel5. Teletalk6. Citycell

I. Which Type of Packages used?1. Post Paid Corporate2. Post Paid Individual3. Pre Paid Corporate4. Pre Paid Individual

J. Monthly Usages1. BDT 50 5002. BDT 500 1,0003. BDT 1,000 2,0004. BDT 2,000 5,0005. BDT 5,000 10,0006. BDT 10,000 +


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Part B: Satisfaction Level

Please define up to what level you are satisfied at the each following criteria --

Quality of Network

7. Extremely Dissatisfied8. Dissatisfied9. Neutral10.Satisfied11.Extremely Satisfied

K. Network Coverage1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely Satisfied

L. Call rate at Peak Hours1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely Satisfied

M. Call rate at off-peak hours1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely SatisfiedN. Interconnectivity between operator1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely Satisfied

O. Number of FNF1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely Satisfied

P. Internet based services1.

Extremely Dissatisfied2. Dissatisfied

3. Neutral4. Satisfied5. Extremely Satisfied

Q. SMS based services1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely Satisfied

R. Easy bill payment system1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely Satisfied

S. VAS (Ringtones, logo, etc.)1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely Satisfied

T. Customer service1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely Satisfied

U. Overall Satisfaction1. Extremely Dissatisfied2. Dissatisfied3. Neutral4. Satisfied5. Extremely Satisfied

Thank You for your valuable time and patience


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