According to theorists, customer satisfaction is a subjective concept, difficult to measure, difficult to quantify. Aspects related to its quantification arising from: diversity of factors which influence the satisfaction, difficulty interpretation of the results, the positive trend of results,...

Consistent with the growing interest in organizational knowledge and Knowledge Management, many ICT researchers have been promoting a class of Knowledge Management Systems (KMSs), referred as Knowledge based Systems. The objective of a KMS is to support knowledge capturing, categorizing,...