It is assessed by what Torgerson (1958) called measurement by fiat.

Satisfaction is unobservable Unlike physical quantities like temperature or weight, the extent of a customer’s satisfaction must be inferred. It’s important to note that the fulfillment response Oliver refers to is internal to the customer. It is a judgment that a product or service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption-related fulfillment, including levels of under- or over overfulfillment. Satisfaction is the consumer’s fulfillment response. 13) provides the following general definition:

Most refer to a psychological process involving prior knowledge, beliefs, or expectations perceived performance and the evaluation of this information, or an affective response to it. Researchers and managers have used a variety of definitions for customer satisfaction. customer value, see Gale, 1994), it is definitely the case that customer satisfaction is a central construct in the relationship between firms and customers. Although other constructs have been proposed to be more important correlates of loyalty (e.g. Governments have funded national studies to monitor it. Firms and managers perceive it to be related to customer retention, which is related to profitability. Satisfaction has been argued to be a critical component of brand equity (e.g. Firms have invested huge amounts in collecting satisfaction data, analyzing them, and reporting on the results. There have been numerous books, articles, and conferences devoted to it and its determinants. There’s a consensus that customer satisfaction is important. Using LISREL and PLS to Measure Customer Satisfaction Lynd D. Seventh Annual Sawtooth Software Conference La Jolla CA Feb. Using LISREL and PLS to Measure Customer Satisfaction

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