Customer value
is the difference between the values that the customer
gains from owning and using a product and the costs of
obtaining the product.
Customer
satisfaction is the extent to which a product’s perceived
performance meets a buyer’s expectations.
Quality
is the totality of features and characteristics of a product or
service that bear on its ability to satisfy customer needs.
高度的顾客满意来自于高度的顾客价值。在构成顾客价值的四大价值要素中，虽然产品价值所占的份额不是最高的，但产品价值是顾客价值的基础性因素。没有产品价值作为依托，其他价值的创造都是徒劳的。而产品价值的决定性因素是产品质量。因此，产品质量是顾客满意的根本。