| 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]. 湖南工程学院学报(社会科学版), 2010, 20(3) |
| |
| 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 |
| |
| LEI Fang-fang. Research into the Influential Factors of Consumer Loyalty to Credit Card Service in Commercial Banks in China[J]. Journal of Hunan Institute of Engineering(Social Science Edition), 2010, 20(3) |
| |
| 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 pos... |
| |
| Keywords: | credit card customer loyalty service quality customer trust switching costs |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
|
