《美国消费者满意指数——电子商务类》报告通过三个主要的电子商务分类（在线旅行社、在线经纪和电子零售网站）分析顾客满意度。
The American Customer Satisfaction Index E-Commerce report analyzes customer satisfaction with three major, e-commerce groups: online travel, online brokerage and e-retail.
最后，通过实证分析说明顾客满意度测评模型构建方法以及验证不确定性情况下的测评方法实际应用的适用性。
Finally, using the case analysis, it illustrates the construction of the customer satisfaction assessing models and the applicability of the assessing method under the uncertainty cases.
另外，为了更好的实施顾客满意度管理体系，文章分析了部门之间密切合作，高层管理者积极参与的重要性。
In order to construct customer satisfaction more efficiently, cooperation of different department and high level leader' s active participation are very important.
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