| Today, the global economy is becoming incorporative and the market competition is becoming intensely. The supply of product is more than the demand; the behavior of consumer is tending to rationality and the buyer's market is holding the leading status. The way of enterprise competition is transforming from the product's competition to the competition of the customer satisfaction. The standard of quality system in 2000 edition emphasizes the customers as the cores; CS (customer satisfaction) has become the quality-view in the new century. Therefore, it is more important and necessary to objectively evaluate the CSD (customer satisfaction degree) by the numbers. This article makes the discussion in four aspects. Firstly, it introduces the background about the evaluations and the study actuality of CSD, and then points out its meaning. Secondly, this essay discourses upon the connotation, characters and the theory model of CSD; in this part, this paper stresses to discuss the relations between the CS and CL (customer loyalty), and points out the influences from many restrictive conditions which are such as the competitive environment, the conversion cost and convenience; in terms of the strict or wick degree of restrictive conditions, the relation between the CS and CL puts up absolute independent, wick correlation and strong correlation. Thirdly, this thesis detailedly introduces the domestic and foreign Customer Satisfaction Models and makes the contrastively analysis; on the basis of summing-up about the merits and shortcomings of the models, this paper brings forward the improvement about CS model. Finally, this essay anal sizes the evaluation result of CSD in four aspects which includes inner-scores reliability test, validity test, routine control chart and gray cognate analysis.
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