1背景与目的在市场经济条件下,用户决定着企业的生存和发展,而用户的保有量和扩展趋势,取决于产品质量、服务质量、价格及公司品牌形象等多种因素,这些因素集中体现为用户满意度水平。用户满意经营是引导企业不断发展的价值理念,已经成为现代企业经营战略不可或缺的指标。 1 Background and Objectives Under the conditions of a market economy, users decide the survival and development of enterprises. However, the number of users and the trend of their expansion depends on many factors such as product quality, service quality, price and company brand image, which are embodied in a concentrated manner Customer satisfaction level. Customer satisfaction management is to guide the continuous development of the concept of value of the enterprise, has become an indispensable indicator of the modern business strategy.