学术
国际标准刊号：ISSN 1001-148X
国内统一刊号：CN 23-1364
摘 要:
忠诚的顾客对商业银行的经济效益影响极大，影响顾客忠诚度的因素有转移成本、顾客满意、顾客信任以厦顾客感知价值。要提高商业银行的顾客忠诚度，必须在“以客户为中心”的理念的指导下，在利用数据仓库，对顾客进行分类管理，提供个陛化服务的同时，进行业务流程创新，实行内部营销。[著者文摘]
文章出处:
《商业研究》-2006年6期 -74-77页
Commercial Research
栏目信息:
分 类 号:
文献标识码:
A
文章编号:
1001-148X（2006）06-0074-03
[参考文献]
The Improvement of Customer Loyalty in Commercial Banks
HU Yu-hui （ School of Finance, Jimei University, Xiamen., Fujian 361021, China ）
Abstract:
Loyal customers can greatly promote conancreial bank＇ s profit. There are such factors influencing customer loyalty as follows： shifting cost, customer satisfaction, customer trust and customer perceived valuc.In order to improve customer loyalty in commercial banks, it is necessary to classify customers by using data base technique, innovating business procedure and implementing internal marketing.[著者文摘]
Key words:
commercial bank; customer loyalty; customer perceived value; internal marketing
收稿日期: 2005-01-31
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