Dissertation > Excellent graduate degree dissertation topics show

A Research on Factors Influencing Customer Satisfaction in Credit Card Business in China

Author: QiGang
Tutor: WuHongWei
School: Southwest University of Political Science
Course: Business management
Keywords: Credit card business Customer satisfaction The key influencingfactors Empirical research
CLC: F274
Type: Master's thesis
Year: 2012
Downloads: 31
Quote: 0
Read: Download Dissertation


With the continuous development of financial markets, the credit card business hasgradually become the new favorite of the development of banking industry, attracted moreand more attention in China. While the customer play a decisive role as first bank assets andprofits in the development of credit card. How to retain customers is the problems that banksare difficult to cope with in the highly competitive banking industry, especially in the productof credit card business which has serious homogeneity. However, customer retention is theresult of long-term accumulation of customer satisfaction. Customer satisfactionimprovements have an irreplaceable role in retaining and attracting customers. At present thetheory for the bank customer satisfaction research mostly concentrates in the overall businessor retail business, the customer satisfaction research of credit card business is still lacking.This paper take the credit card business as the breakthrough point, and make the researchfrom the perspective of service attributes which have the most significant effect on customersatisfaction. The article undertakes a review of the theories of customer satisfaction.According to the characteristics of credit card business, taking the forms that contain relatedmanagement and customer interviews and the design of the questionnaire, the authordistinguish the key factors on the effects of the credit card business customer satisfaction andfocuses on researching and designing measurement dimension and scale system of credit cardcustomer satisfaction. The dimension and scale system are tested through empirical research,with taking Agricultural Bank of China Ltd. Chongqing Branch’s credit card business surveydata as sample. Finally, identify critical influence factors. But the purpose of this paper is notonly to find the key factors of importance, more important is to provide improved decisionscheme for banks and find out the key in the job. Therefore, after the reliability, validity andfactor analysis of the data, paper eliminate the non key factors. The author found a total of sixfactors that has a crucial impact on the credit card customer satisfaction. They are the servicebrand image, service quality, price level, product innovation capacity, convenience andefficiency, safety in order. The author sorts the key influencing factors of importance throughmultiple linear regression tests. It finds out that the most influential factors for credit cardcustomer satisfaction is the service brand and figure. And for the second are service peoplequality and product innovation capabilities. In the aspect of service brand and figure, considerthe reputation of figure and service figure. In the aspect of performance in service, consider the service attitude, business skills and knowledge, waiting time of business processing. In theaspect of product innovation capabilities, consider product function diversification, newbusiness to meet market demand, the card theme, features and style.Finally, this article found that Agricultural Bank of China Ltd. Chongqing Branch shouldconcentrate priority resources on improving the custom satisfaction of credit card thought theimportance and satisfaction gap map. Then this paper provides some constructive opinionswhich would upgrade the customer satisfaction on the bank credit card business. All of thiswould have certain significance reference for other band credit card business.

Related Dissertations

  1. The Empirical Research on Service Encounter Affecting Customer Loyalty of Female Underwear Brand,F274
  2. Based on SEM and college sports shoes consumer complaint behavior research,F426.86;F224
  3. The effect of education on the extent of crime analysis,D917
  4. Shanxi College of Teacher Incentive Mechanism Status and Countermeasures,G647.2
  5. Study design and operation of automotive aftermarket parts management system,F426.471
  6. Operation of the Criminal Settlement System of Empirical Research,D925.2
  7. Empirical Research on the Necessary Conditions of Arrest,D925.2
  8. The Empirical Study on Private Placements and Corporate Long-run Performance in Chinese Listed Companies,F224
  9. The Research of the Medium-sized and Small Property Insurance Companies’ Profitability Promotion Strategy in China,F842.3
  10. Study on the Measurement of Customer Satisfaction of 3PL Enterprise in Biology Technology Industry,F407.72;F224
  11. Research on the Customer Satisfaction Index System for Evaluating Online Group Buying,F203;F224
  12. Design of Customer Satisfaction Management System for W in Guangzhou,F293.3
  13. Investigation on the Application of Statistical Methods in Foreign Language Testing in China,H319
  14. A Study of Effectiveness of Situational Method in English Vocabulary Teaching in Senior High School,G633.41
  15. A Study on High School English Underachievers’ Non-intelligence Factors,G633.41
  16. Research on the Motivation Mechanism of Inter-organizational Knowledge Transfer from the Network Perspective,F270.7
  17. Empirical Study on Price Level and Price Dispersion in B2C E-commerce Market,F724.6
  18. Empirical Research on Preventing Financial Fraud Based on Corporate Governance,F275
  19. The Value-Added Model Structuring and Empirical Research on the Universities’ Knowledge Transfer,G640
  20. An Empirical Study on Coordinated Development of Regional Equalization of Basic Public Services,F224
  21. The Study of Service Marketing Strategy Based on Customer’s Satisfaction,F274

CLC: > Economic > Economic planning and management > Enterprise economy > Enterprise Marketing Management
© 2012 www.DissertationTopic.Net  Mobile