With the development of customer sa

With the development of customer satisfaction theory in the 1960s, it has been gradually improved in research and application. With the development of the background of the times, its connotation is also constantly developing and changing. But in any case, the core of customer satisfaction will never change. The core connotation of customer satisfaction theory can be expressed as a function: customer satisfaction = f (expectation of products, perception of products). The development of customer satisfaction theory mainly goes through the following stages:The first is the stage of consumer psychology research. The main research content is the premise of customer satisfaction, the relationship between influencing factors and influencing factors, and the impact of customer expectations on customer perception. Through a series of empirical studies, it laid a foundation for the development of the end of the 20th century.Secondly, the stage of the combination of satisfaction theory and enterprise strategy. The research of customer satisfaction began in the 1970s, and it has been in full swing in the 1990s. In this period, the research has entered the core field of practical economic theory by using econometric methods, and has stepped out of the scope of consumer psychology. Professor Fornell of the United States, for the first time, combined structural equation model with customer satisfaction to build a satisfaction evaluation model, which has become the basis of building customer satisfaction index in the world [45]. In the United States, the customer satisfaction index is applied to detect the development of the industry and published once a year in Fortune magazine, which indicates that the customer satisfaction theory has been recognized by the market, and enterprises begin to use it as the indicator of product management strategy.The combination stage of satisfaction theory and quality management. ISO9000 standard system 2000 brings customer satisfaction into the reform system and requires regular evaluation.