用户满意被称为21世纪的质量标准。对于什么是用户满意的质量,研究较少;企业对用户满意质量的追求,也多限于传统的质量范畴,因而效果极不确定。用户满意的质量,是由一组特性构成的系统;只关注其中的部分特性(即使是重要特性),而缺失其中的一些,也很难达到用户的高度满意。自上世纪80年代美国质量界提出“以用户满意为质量标准”的理念以来,用户满意已逐渐成为全球管理学界和质量界的共识。 Customer satisfaction is called the 21st century quality standards. For what is the quality of customer satisfaction, less research; business quality of the pursuit of customer satisfaction, but also mostly limited to the traditional quality categories, so the effect is very uncertain. The quality of customer satisfaction is a system of a set of features; focusing on only a subset of these features (even important ones) and missing some of them is hard to achieve. Since the concept of “Customer Satisfaction as Quality Standard” put forward by the American quality circles in the 1980s, customer satisfaction has gradually become the consensus of global management and quality circles.