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顾客满意度的调查广泛应用于服务及其他行业中。由于调查结果来自于大量的顾客，而不同的顾客往往有不同的意见和感受，特别是在企业的服务质量存在差别的情况下。因此，顾客满意度的调查结果往往形成一个在不同满意度水平上的频率分布。在实际中，对调查结果的处理和采用通常是基于平均的满意度水平，以致丢失了很多重要信息。本文的研究将显示，顾客满意度评价中所产生的不确定性会对组织机构的服务质量和总体满意度的评价产生重要的影响。
参考答案:Investigation of Customer Satisfaction is widely applied to service trades and other industries. The result of this kind of investigation is usually shown as a frequency distribution due to different levels of satisfaction because it stems from a great amount of customers and different customers usually have different feelings and opinions, especially when a business's services are not identical. In practice, the result of one investigation is often treated and quoted in the form of the mean of different customer's satisfaction rate, so that quite a lot of important imformation is lost. Research in this thesis reveals that the uncertainty of the evaluation of customer satisifaction can exert important influences on the general service quality and overall evaluation of satisfaction of an organization.