客户满意与客户忠诚的界定客户满意是客户消费企业提供的产品和服务之后所感到的满足状态,是个体的一种心理体验,是客户的实际感知与其期望值相比较后所形成的一种失望或愉悦的感觉状态。如果实际感知低于期望,客户就会不满意;如果实际感知与期望相匹配,客户就基本满意;如果实 Definition of Customer Satisfaction and Customer Loyalty Customer satisfaction is the state of satisfaction felt by consumers after the products and services they provide. It is a psychological experience of an individual and is a disappointment after the actual perception of the customer is compared with his expectation or Pleasant feeling state. If the actual perception of less than expectations, the customer will not be satisfied; if the actual perception and expectations match, the customer is basically satisfied; if the real