信用卡服务质量与顾客忠诚关系的实证研究.pdf

信用卡服务质量与顾客忠诚关系的实证研究刘雁妮 著东北师范大学出版社长 春 图书在版编目(C I P)数据 信用卡服务质量与顾客忠诚关系的实证研究/刘雁妮著.长春:东北师范大学出版社,2 0 1 1.0 5 I S B N9 7 8-7-5 6 0 2-6 9 1 3-9 .信 .刘 .信用卡业务服务质量研究中国 .F 8 3 2.2 中国版本图书馆C I P数据核字(2 0 1 1)第0 7 7 9 9 6号责任编辑:邓江英 封面设计:“燃”设计工作室责任校对:李唤民 责任印制:张允豪 东北师范大学出版社出版发行长春净月经济开发区金宝街1 1 8号(邮政编码:1 3 0 1 1 7)销售热线:0 4 3 15 6 8 7 2 1 3传真:0 4 3 15 6 9 1 9 6 9网址:h t t p:w w w.n e n u p.c o m电子函件:s d c b s m a i l.j l.c n东北师范大学出版社激光照排中心制版2 0 1 1年5月第1版 2 0 1 1年5月第1次印刷幅面尺寸:1 4 8 mm2 1 0 mm 印张:6.2 5 字数:1 8 0千印数:00 15 0 0册定价:3 2.0 0元书书书!#$%&()*!#$%&()#$*&+,#-&.$/+,-#./(0#1234+567879$:1;?+A:BC#DEFGHI#./(0 JK0 1 24 L+M 9NO P3 45#0 Q RS6 45#0T1UV7 45WX#YZ+_0a$bc0d(eAX#f,P1;+Jgd(hi4./(+M9jNklm8 45#0nA1;#o#MpqrV9 4 45%,P1;23st+&./uvwx,-41;+23st$7 4yzW8#f,-41;+23st|cm&(u?#&./u?+q$0?+./?(4#?./(?ry8?u?+?(#o?u?./?+?u(./+?(?u#?./(+“+9fifl#?JK?O?$0?”+,-?+?+,?6+#?./+?0EFGHc|,-+$9:y#EF?)?./*!;9E?(,-+?q$?#41?(?1?M#0?X?0?+?$?:?1?,-?+)EF?y 4 9 4*?s?#08 7?EF?1;?4#41?b?U?i#?./?(?_?+?u!$#41?AW8#?(0?$1+?%#?*&6./()?*+,-./+0123!48#1?+#56?(+?789?)+9?#YZ?:;?(+&?+?um*+O?A+BC#*+?DEF8F?G#./()+C?O#*+?+HI?(J+?KLMN5O?P?+?A#Y?./()$Q=#RS?OT1?./+?#?UD?VX?”c?+?E(W?XY$65SuZ?O(?_+?a?./?A#?./?s+?b$6(/c(d?+9G5660Vefgh#?0V?O+i,-?#jk“?+i./?$4 4 3yW&#?ld?mW-41n+Vop(/#0“qr#VK?st?u#ghO(?(5vswu?+6(/m,+9w$?ld?D,?6x#yz,-x|:;?A#DY?o#Sd?8?+i?#?L?(+il?$0=?#1d?6(/+9?Z?#?+#?O?g?#?#?+0?#0o?,?+?-?+il?+&?#S?Nx8+?+?$PW#?l./()+a“?+*+?#0c?O+*+?#“+*+,-./#?I+?gmfi+*+?b#0c?I?A?./+|#fl?O+?gh#=t?a0?#?c(d?+?/J?Pq$Q=#?S,-+6#?ld?Q.“41Y=?”#4ld?m|VYB23o#?$5SJK+#gK#?416+?./23?%9+c0$./?+?23 4E?6 4yz,-#N“m#?Y+?#?#f?./()?.+?#./?(*+(*+(c(*+?*!#+,-?$F8FI+?“?)(*+?*vw*+&+?S$!B*+?56*?vw*+?S#YZ*?l*+?vw*+&+?S$IA23s?./()?l*+?*+?*+?S?vw+#R?S./()*?vw*+&+?S#?o?J./+0123?5I?$?=?%#S?of23s?+?6G#?+23mW./S?b+P?(#?(?(?P(fi?(?(d?(?(6(k?I?($06?(+23X#1?.?6+?23?40?+!96?+G23#?l23?()*?(?+?)8236+6,!6?O+23#6+_c%?r+?gW#/?+?g?,!B?e?/?!+Q,!C6_+#?23$:4?+23?S$%$1?Djr+.e&=?)66+vw#x.?6?66+vw#()m)+*?8K+c#?+,-?23V+?S#6o#?A+./5,“W-*+B$ry8#1)+?./()?+./W?./?(+23yzIm?8#?#?6+23?01#2:?D*?-+0123_?!3$Y./*?05?4u?56?0?G#7?5?8$Q=#1?F./()(*+(*+?(*+,-?+?)?23?#?:016?(0?64+6G?K?+$6./()?*+,-./+0123!?Vo9+q:#;?|+#0 c?4 i?|+./()?)?“?1#A416+./()B#?CG+23#?|#?.6./()+?#)$g616+stZ?K+D#01A:“?K+#E?F?+m?G$?V234?|+./()?A:G?“#?t(T16./()?#?“?+#H?A$?lF+23#mI*+P?6+./()+J?W,d?-:BC+Z?#Sd?0K=6?A_(&L./(M,-?N?+*OP?x#N+Q=56$R#/#“#d23*+?./()5?J?6./,-+vw56$V*+4e&4 4 9+a?+?X#?|m?+qE?#“#d23./()i?J?*+,-+vw$V23Wrs(Xt(u(v(wxX?Y+6e5Sy2z#?60123+D#?C6(./()?*+,-+./$J+?KSX|$#|S?#?mVW?+|,w:?56(c0#?m23?$X|?smV+?23s?(?uG“#d+23?$4|+?gK?0R|(|(?|#:?K8+R|(4?Y#?+r?(?lZ4+?(?&+./?|#*+?#?./()+?#?p#./()?*+./+r?*+?v./&0?J+?$./()+J?#?+?#?#J?J?5?Dw#?zG+?rQ?+?J?-?()?_()#WT1?+XJ?-m?G(1G(ZG(?G?G$05?+?(?#./()+J?A?5?$*+,-d?*+r9$?:?+?A?./+?#5*QS?g?+vw?X+*?Y,?$?:?lZmW?KS?,-(?,-(,-?S,-$*+?q?S*+?V:P?g?|+V“?c#?A?./6+?b#?$*+?#?Z#?*+?A?./+?A?./V?-#?BZ?+#?p,$./()+?)D?+?J K LMN=O?#0 J K LMN=O?X,-+J K L 2 J K;(P 1 J K MN O?&6./()?*+,-./+0123!0*?(t(?(I?X?Vx+J K LMN=O?#2lIH?+|(23K=?s?c?234#?4iQ?+?7./#?|m9 9?.K+CSSQCVCLfi9qE?SQ1SQ2SQ3SQ4SQ5CSCVCLfi?-+qE?+MQ./()M9Q./()+m?GQ./()+?gG MBQ./()+.G MCQ./()+623GI Q*+./()*+?vw$KB+./()*+,-?vw$K9+#?./()J?*+?vw$K+#?./()J?*+?vw$KB+#?./()J?*+,-?vw$KC+*+*+?vw$K8+*+*+,-?vw$K3+*+?*+,-?vw$K6+*+?*+,-+vwl*+*+,-+vw$K7+./()?l*+8*+?+?vw$K:+./()?l*+8*+,-?+?vw$K9 4+./()?l*+?8*+,-?+?vw$K9 9+*+?l*+?8*+,-?+?vw$X?23?“VstZ?#0stZ?4#?0?)!C#?0?)C#!?st?4!?)+?./A#?st?4?)+?./A#$?$T?+)$0?)+?7./CS!#$fi0123+lGC#4234?./?)+)“?+?X#K=mflflH?qE?4i?0?)+y?$V23N41X?zG+Y-rs(Xt(u(v(wx+e5Syz#?f/6 8$V6=?2 9 9 R 8?stZ?K+?O S yA:“?23$W f+#?Q L?+%(%.(T(KU J=(P;S(PP;S(I;S(0;S(=0;S?$?|(A:K+?,c0?)+B 4?L?)K8“?mG=K+?m?(6./()?*+,-./+0123!GK+#?bs?+e6./()+?gG#K?O#623G#K?#?e?0#?6+?#?S,d?6(/+?.?O$*+?b#r?#?#eS?+./?k;r?+?k_?#N+?#6+6?./?IB+$*+,-?c09$6X#*+?W0?I+?#n?*+?WX6$5?Y+e9V4#u?v+e|+?K?:;Y?O#Ywx+e|+#K?V:;?Y#BC|?+?$ofe+#KZm0i?Y23,-?5?+#?e?+?#eVY6?+?ID$A:+m?GK+?V23+)?#N?#?)m?$?K+BC+s?BC#P?+e&#B#C#3#6#7#9 4#!)9 9#5K9+#+#B+#8#:$?%NP23+?(?(?Wa?!(a!“?M?#i G Q L%#(T#%.(T#P;S#PP;S#I;S#0;S#=0;S#KUK#KU V+?J?bc0+9V?mT16?(*23+5-01#?4?+?I?#D 4E?:4yzx#1./?(+5?(#?(d?(T?(?!(?!*6./()?*+,-./+0123!?(?)(?(?z?“?m)+./*23#6_*?-+0123$1?6+23DX?NG23#?f?|mN)23+D+?#?l01+A:“?E?#?%stZ?o#?“+23#V0o#?m623+5-#S&+,-235|#?+?C$Vt(mT16./()?#?V23?6()stZ?8K+?)J./+D#041+4u?2356#?:0?y+A:8“?K+23#?xT1+6?4u#023%61+i?)5|?+?E?#yJ&+6./()?O+?#6 4 4 9?|+a?#SA,&H.*!9:?|+*+?*+?+3?m./+Dw?mqd+01:$CV?|m./()+5?J?*+,-vw+?-?0Wf23./()?*+,-./+?4#?m*+?*+?)#?I+?N./()5S#?J+?)8“?$?0V234#TN./()+X?J?“?“?+K+#23?./()+5?J?*+,-+vw?P5?#?-?4./()5?J?ij*+?+,-?v!w?8$V23+s?0?5?m?+C+#c(d?9?./()#J?c)./()?./+,?K=FW*+S4#6?+y2D#?6?n+=)*+?./()$mI*+5?H+./?5?+C?r?#,?K=|-5?H*+C+./#mI?f./“G*+?./?9vw#Wof“G5S?./,?K=+9w$(6?vw9G-./()8p,?./,?K=(“+9w$?./()iQL*+,-+vw9G?#d?mWf5?+()OP$?:?5?zuN?+OPD?KS+?u?J(D?(?$R#c(d?9?*+,-+M?,-D*+|,#K+*+G#?5?+*+#9?./()?#*+?vx?b?P+$5,?+?#?560./()(?(A(*+./?8?XB4|#?23of?+?756#W*+?*+?)+?56$?lJ?+*+l#K+mI*+?I+BC#S*+?Gu+?A?./#?O*+?#?*+?+?#fl?*+,-$#c(d?W?*+?S?d?.+w?S*+?F+./?#?0*+?./“G?S=|+?JPx?c+?u#?O*+?$d?UR?8?x+?+8?S*+?of?#jk*+)uof*+?+fi?V!opV(%V?V?#DYt(,-+*+?$?#c(d?S5?+*+?5?+./?5?*+BC8?A#d?d