关键词: 质量管理, 使用质量, 顾客满意度, 满意度体系

Abstract: Nowadays， the understanding of quality has changed greatly， which leads the concept of quality changing from meeting technical specifications to satisfying customers` requirements. So customers become the final judges to the quality of product and service. Measuring the customer satisfaction becomes a more important part in quality management， and is concerned by more and more quality managers. This paper brings the model of the customer satisfaction and the influencing elements into quality management， and analyzes the customer groups and the measuring system of the customer satisfaction. Finally， a method to rate the customer satisfaction is introduced and an example is described.

Key words: quality management, usage quality, customer satisfaction, measuring system of the customer satisfaction, customer group