Second chapter introduces the related theory of CSI measure, including CSI model, fornell measure method, the related mathematic theory of measure, such as path analysis, SEM, PLS and so on.

• 第二章着重介绍了顾客满意度测评的相关理论，包括顾客满意度模型，fornell测评方法，测评的相关数学理论路径分析、SEM、PLS等。