Title :
An empirical study of customer loyalty of the China CITIC Bank credit card — Based on Ningbo market diagnosis
Author :
Dayou, Xu ; Yongju, Sun
Author_Institution :
Sch. of Bus. Adm., Guizhou Coll. of Finance & Econ., Guiyang, China
Abstract :
Customer satisfaction is the foundation and prerequisite for customer loyalty. In this paper, use the CITIC Bank credit card holders of the Ningbo city Cixi city as the investigation object. Mainly by the empirical analysis method, using SPSS statistical software to analyze the card holder loyalty effect of the card holder satisfaction and consumer behavior characteristics. Thus proposed the management recommendations to achieve customer loyalty based on customer satisfaction.
Keywords :
banking; consumer behaviour; customer satisfaction; China CITIC Bank credit card; Ningbo city; Ningbo market diagnosis; card holder loyalty effect; card holder satisfaction; consumer behavior characteristics; customer loyalty; customer satisfaction; management recommendations; Analysis of variance; Correlation; Educational institutions; Psychology; Reliability; Sun; credit card; customer loyalty; empirical analysis;
Conference_Titel :
Communication Software and Networks (ICCSN), 2011 IEEE 3rd International Conference on
Conference_Location :
Xi´an
Print_ISBN :
978-1-61284-485-5
DOI :
10.1109/ICCSN.2011.6014184
