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Customer satisfaction

a measure of how products and services supplied by a company meet or surpass customer expectation. defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."

It is seen as a key performance indicator within business, a key differentiator and increasingly has become a key element of business strategy. In our topic, customer satisfaction could be measured through criterias such as price, usability, comfortability, ease of access... Have a serious meaning for many business conducts in Vietnam, especially for newly established firms.