美国营销专家劳特朋教授在1990年提出了4c的整合营销理论，被认为是以消费者需求为导向，重新设定了市场营销组合的四个基本要素：即顾客 (Consumer)、成本(Cost)、便利(Convenience)和沟通(Communication)。
首先对当前顾客满意理论和物流企业顾客满意度方面的研究进行了系统的梳理和分析。
At first, this paper has analyzed customer satisfaction theory and the logistics enterprise customer satisfaction index research and systematic combs.
顾客满意理论研究方法有四个方面内容：构念的定义方式，建模方法，模型估计方法和测量的效度。
The paper discusses four aspects of customer satisfaction methodology: operational definition, modeling approach, algorithms for the estimation of SEM, validity of measurement.
本文通过顾客满意理论分析了顾客满意模糊性的原因，并提出了基本体验模糊性的顾客满意度评价方法。
This thesis analyse the reasons of the fuzzy based on the theory of customer satisfaction, and discuss the evaluating method of customer satisfaction index based on the fuzzy experience.
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