客户的满意度，是对需求是否种界定尺度。 当顾客需求被满足时，顾客便体验到一种积极的情绪反映，这称为满意，否则即体验到一种消极的情绪反映，这称为不满意。
顾客满意度是一种心理状态，是一种自我体验，也是顾客在消费后感受到满足的一种心理体验。心理学家认为情感体验可以按梯级理论进行划分若干层次，相应可以把顾客满意程度分成七个级度或五个级度。七个级度为：很不满意、不满意、不太满意、一般、较满意、满意和很满意。五个级度为：很不满意、不满意、一般、满意和很满意。
关键词：服务质量,顾客满意度,顾客忠诚度
Abstract
Satisfy one of satisfaction, whether the species are defined on the demand scale. When the customer needs are met, customers will experience a positive reflection of the mood, this is known as the satisfaction, or else they would experience a negative mood reflected as dissatisfied with this. Customer satisfaction is a state of mind, is a self-experience, but also customers in the consumer feel satisfied after a psychological experience. Psychologists believe that emotional experience can be divided into a number of steps the level of theory, the corresponding customer satisfaction can be divided into seven class class degrees or five degrees. For the class of seven degrees: I am not satisfied, not satisfied with the Not satisfied, in general, more satisfied, satisfied and very satisfied. Degrees for the five class: I am not satisfied, not satisfied, in general, satisfied and very satisfied.
Key Words：Service quality, customer satisfaction, customer loyalty
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