Customer satisfaction, are not just two words simply to be used in any businesscontext. Actually, these are the words that encapsulate the theme of what sort ofbusiness practices are being done by the companies in terms of making theircustomers satisfied or delight. Customer satisfaction plays a pivotal role intoday’s business scenario and there are some basic factors which may impact oncustomer satisfaction either positively or negatively. For instance; responsiveness,efficiency & performance, service quality, price and technology etc may havestrong influence on company’s products (goods or services). Few researchersdiscussed only some factors regarding services which impact on customersatisfaction and none of them discussed particularly some basic, common andmajor factors regarding services/e-services for companies which are small, newand growing enterprises. Therefore, authors made an attempt to highlight somebasic factors and examined how they effect on customer satisfaction. Our findingsshowed that the factors such as responsiveness, professionalism, complaintmanagement system, customer care, technology, efficiency & performance, price,service quality and experience are examined with negative impact on customersatisfaction as almost half of company’s customers were observed dissatisfied.One factor that is found with positive impact on customer satisfaction iscompany’s attitude towards its customers. It is quite notice worthy for a companyto take serious considerations to remove the negative impact of above mentionedfactors in terms of making customers satisfied. Therefore, in the last chapter ofthis study we put some recommendations which might help for a company in thisregard. Furthermore, future suggested research areas are also discussed forcreating further research grounds.

This study starts with the review of the literature in customer satisfaction, customer satisfaction methods and models. After selecting a proper customer satisfaction method and model, the study conducts a survey and a questionnaire among the customers and professionals in the modular kitchen sector. The aim of the study is to analyze the factors affecting customer satisfaction and finding out the ones related with the modular kitchen sector. After applying the survey, the relations between the inputs and outputs of the satisfaction are analyzed with the overall satisfaction itself. The strong and weak factors are determined and a proper CRM tool is build-up to realize a decision-support and forecast tool in the study, which can be seen as a beginning for the companies in the real sector in this business to build a much more detailed and ERP integrated software and to use them. The results of the survey are compared with the similar studies from the literature.