顧客滿意研究多著重於前日與後果變項之探討，惟探討其影響因素時，缺乏整體之觀點，且多以相關服務行業為實證對象。本研究以購買歷程觀點發展評量構面，進行顧客滿意評量，並以工業品為研究對象。本研究將購買歷程分為「使用前」、「使用中」、及「使用後」等三階段，所發展問卷信、效度評估良好。經探索性因素分析，共選取詢價、交貨-美感、實用、品質、支援性及售後服務等六項因子；詢價、交貨-美感因子屬「使用前」階段，實用、品質因子屬「使用中」階段，抜援性及售後服務因子屬「使用後」階段。整體模式經驗證性因素分析，結果配適良好，其中詢價及實用兩因子與顧客滿意關係達顯著水準。

Most studies of measurement of customer satisfaction were focused on the discussion of variable relationship between customer satisfaction and its antecedents and consequences. But, studies regarding the determinants of customer satisfaction were lack of comprehensive perspective and the empirical objects were usually service industry. This research used industrial goods for study and proceeded measurement of customer satisfaction by buying process perspective. There are three stages of buying process, “pre-use stage”, “use stage” and “post-use stage”. This research developed questionnaire by using buying process point, preceded evaluation of customer satisfaction, and get well-evaluation by validity and reliability. In the meanwhile, draw out six factors after factor analysis, inquiry, delivery-aesthetics belongs to “pre-use stage”; “practical, quality” belongs to “use stage”; “supportability and after-service” belongs to “post-use stage”. It examined the model by confirmatory factor analysis. Based on the Goodness-of-fit indices, the model was acceptable, in additions, the relations of “inquiry”, “practical,” and customer satisfaction were statistically significant.