我国商业银行信用卡顾客忠诚影响因素研究 |
| |
引用本文: | 雷芳芳.我国商业银行信用卡顾客忠诚影响因素研究[J].湖南纺织高等专科学校学报,2010(3):15-18. |
| |
作者姓名: | 雷芳芳 |
| |
作者单位: | 湖南工程学院经济管理学院,湖南湘潭411104 |
| |
摘 要: | 在理论研究的基础上,构建了我国商业银行信用卡顾客忠诚形成的影响因素假设模型,并采用实证的方法,运用SPSS统计软件对调查数据进行整理和分析。研究发现:服务质量,顾客信任对信用卡顾客的态度忠诚和行为忠诚是正相关关系,转换成本与信用卡顾客的行为忠诚是正相关关系,而与顾客的态度忠诚是负相关关系。
|
关 键 词: | 信用卡 顾客忠诚 服务质量 顾客信任 转换成本 |
Research into the Influential Factors of Consumer Loyalty to Credit Card Service in Commercial Banks in China |
| |
Authors: | LEI Fang-fang |
| |
Affiliation: | LEI Fang-fang (School of Economics and Management, Hunan Institute of Engineering,Xiangtan 411104, China) |
| |
Abstract: | Based on the review of the previous theoretical researches,the author has built a conceptual model about the influential factors of consumer loyalty to credit card service in China. Through empirical research and the analysis of data with SPSS software, conclusions are obvious:service quality and customer trust have a positive and significant influence on attitudinal loyalty, while switching costs have a negative influence on attitudinal loyalty; and service quality, customer trust and switching costs have a positive and significant influence on customer behavior loyalty, in which service quality affects most and customer trust affects least |
| |
Keywords: | credit card customer loyalty service quality customer trust switching costs |
本文献已被 维普 等数据库收录! |
|