| Following the main route theory-method-application and the main theme of customer satisfaction measurement method, this paper analyses and discusses customer satisfaction in terms of theory and practice. First, Paper analyzes and terse some important domestic and overseas literatures concerning the theory and measurement model of customer satisfaction. Then, Paper systematically summarizes some major methods currently used in customer satisfaction measurement. On the foundation of that, Paper puts forward a new method— one model for customer satisfaction measurement based on extension. The main points and new ideas in this paper are as followings:1.Make a systematic study of the essence of the customers and customer satisfaction in the circumstance of supply chain. Analyze and summarize the theory of the scholars in China and abroad about theory and measurement model of customer satisfaction. Discuss the meaning of customer satisfaction measurement.2.Make a systematic study of the popular customer satisfaction measurement method, clearly pointing out that the essence of customer satisfaction measurement is to deal with a multiple-criteria problem. Make a close research on the fuzzy integration evaluation method, the gray statistical method and AHP used in customer satisfaction measurement. At the same time, the principal component analysis and econometrics model are simply introduced. Thus, make a contrastive study of these analyses.3. On the base of the characters of correlative indexes and the idea of Extension Theory, construct the model for customer satisfaction measurement, including five dimensions such as the quality and price of the product, the reliability of delivery, flexibility, service quality. Finally, take the advantage of in Extension Theory, through calculating the relativity of the characteristics and the levels of the enterprise to be chosen to determine the level of the characteristics, so as to evaluate the excellence degree of the enterprise to be...
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