摘要：ABSTRACT :Customer satisfaction to be one yardstick of success of a company. Customersatisfaction is determined by the quality of goods and services desired by thecustomer so that the main priorities of quality assurance for any company, thatthere is at present used as a benchmark for excellence, especially thecompetitiveness of firms. Basically the notion of consumer satisfaction is thelevel of one's feelings after comparing the performance / outcome that is feltwith expectations. Although many difficulties arise in measuring customersatisfaction, customer satisfaction, but in principle can be measured.Measurement process can be judged from the determination of who thecustomer, and then monitored from the desired level of quality and ultimatelythe formulation of strategy. Here also analyzed how the position of competitorsand our ability. This means that if the leadership had noticed things areconsidered important by customers, so it can satisfy.
