顾客满意度管理是一个非常复杂的问题，从一般的理论了解到实际运用仍有大量的课题需要解决。
Customer satisfaction management is a very complex problem and there are a lot of researches left to do from general theory to practice.
顾客满意度概念一经提出，就在西方市场营销研究领域受到了高度的重视，被奉为现代营销管理理论的核心内容。
Once the concept of customer satisfaction is put forward, it has been highly valued in the field of marketing in the west. It has also been regarded as the core of modern marketing management theory.
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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