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Research on the Relationship of Customer Delivered Value and Customer Satisfaction Index in Credit Card of College Students

Author: YangYuanHua
Tutor: YangJianHua
School: Jinan University
Course: Business management
Keywords: Credit card Customer Delivered Value Customer Satisfaction
CLC: F832.2
Type: Master's thesis
Year: 2009
Downloads: 426
Quote: 4
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Abstract


Credit card as a new type of integrated financial payment instruments in the Chinese market has developed over twenty years. Explore and nurture over the past 20 years , is gradually entering a stage of rapid development . However , due to the lack of market experience and mature theoretical guidance , the bank card industry is relatively immature , also encountered difficulties and problems in the development process , especially the development of the credit card , relative to the entire banking card industry is still lagging , which gives future development , a very serious bottleneck . Based on this background , college students credit card market on the basis of the theory of a credit card customer delivered value and customer satisfaction empirical design and empirical research , the following conclusions : ( 1 ) credit card customers so crossing value is a performance by an act to reflect the structure and concepts described behavior-based customer delivered value to measure the development of the questionnaire for the evaluation of customer delivered value operability measurement tools . (2) The credit card is a multi-dimensional structure and the concept of customer delivered value . Exploratory factor analysis found that credit card customer delivered value concentrated reflection in five dimensions : product value , image value, staff and service value , the cost of money , the cost of non-monetary . ( 3 ) Credit Card Customer Delivered Value Scale has higher prediction on customer satisfaction . Studies have shown that five factors have a different impact on customer satisfaction , including credit card customer delivered value of personnel services value non-monetary costs, the value of the product is an important predictor of customer satisfaction . And personnel services value of the ring for the role of customer satisfaction is higher than other values ??, followed by the impact of the non-monetary costs , came in third place is the value of the product . Credit card image value and the cost of money is relatively small impact on customer satisfaction .

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CLC: > Economic > Fiscal, monetary > Finance, banking > China's financial,banking > Banking system and business
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