用户满意度理论 用户满意度理论认为消费者对商品的满意程度是和消费行为与消费心里联系在一起的。深入研究表明,消费者在购买前总是通过信息收集形成对某一品牌商品的品质预期而购买后通过使用产生感知品质;品质预期对感知品质是有影响的,感知品质和品质预期比较的结果产生感知价值;品质预期、感知品质和感知价值共同作用的结果产生用户满意度。用户满意度和使用过程中产生的抱怨 Customer Satisfaction Theory Customer Satisfaction Theory that consumers are satisfied with the degree of consumer behavior and consumer behavior is linked with the heart. In-depth study shows that consumers always generate the perceived quality through the use of the information collected before the purchase to form the expected quality of a brand of product; the quality expectation has an impact on the perceived quality, and the perceived quality and quality expectations are compared Produce perceived value; quality expectations, perceived quality and perceived value of the results of the resulting user satisfaction. User satisfaction and complaints during use