Capstone Project
Executive Summary
Customer satisfaction is widely discussed and concerned matter of profit as well as non-for-profit organizations from decades. The increased concern for the concept is the outcome of fierce competitive economic scenario and proliferation of businesses and services in every field of human life. Critics argued that private sector is highly concerned with the measures of customers’ satisfaction while public and governmental organizations are not focusing on the phenomenon.
In regard to the above development, (Oliver, 2010; Fountain, Jane E., et al, 2011) discussed that governments’ policies and procedures as well as public sectors’ conduct leads customer dissatisfaction
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