According to Sultana et al.

, (2016), satisfaction is the feeling of the customer about the

results of an assessment method that compares with requirements what was obtained
from the product and commodity. Satisfaction concerns the decision of the customer as
to whether the products and services reached the expectations and needs and provide
a satisfying amount of fulfillment related to consumption. Koutsothanassi et al., (2015),
examine the conceptual framework that links both physical and online services with
their effect on customer loyalty. Satisfaction is obtained once good quality service or
product has been obtained and an even higher one if the expectation is reached.
Satisfaction should also be considered in terms of customer loyalty and a healthy
relationship with the customer.