Since the 21st century, the theory

Since the 21st century, the theory of customer satisfaction has further developed into the core concept of service marketing and customer relationship management. The President of general motors further deepened the theory that customers are the most important factor in determining the success or failure of a business. Scholars Robert a. Westbrook (2011) and kyung-a Sun (2013) further extended the scope of the theory of customer satisfaction to the perspective of film consumption, believing that customer satisfaction is the evaluation of customers' purchase of products and the choice of solutions is better than expected. It should be said that during this period, the research theory of satisfaction was advocated by many enterprises, and many organizations spent a lot of manpower and resources on it. Although the emergence and development of customer satisfaction theory is only a few decades