Research On The Relationship Of Customer Delivered Value And Customer Satisfaction Index In Credit Card Of College Students

Credit card,as a new integrated financial payment,has developed for 20 years.After 20 years of cultivation and development,China's banking card industry is gradually entering the stage of rapid development.However,due to lacking of market experience guidance of mature theories,bank card industry is also relatively immature;it has encountered many difficulties and obstacles.In Particular,the development of the credit card,compared with the entire banking card industry,is still lagging behind,which is a very serious bottleneck.The subject of the study is focused on Credit card for college students.It did positive design and research on the relationship of Customer Delivered value and customer satisfaction index in credit card,Thus,we have the following results:(1) The results reveal that customer delivered value of credit card can be reflected by behavior.The model which is based on behavior provides a practice tool for describing customer delivered value model.(2) Customer delivered value of credit card is a multi-dimentional construct,The model is composed of five dimensions of Image Value,Personnel Value& Service Value,Monetary Cost,Time Cost and Product Value.(3) The customer delivered value model can predict customer satisfaction index. The study also proves that the five factors have different influences on Customer satisfaction index,among which personnel value& Service value,time cost and product value of customer delivered value of credit card are the significant prediction indicators of customer satisfaction index.Personnel value& service value makes the greatest influence on customer satisfaction index,,time cost and product value the second and the third greatest influences.Image value and monetary cost have relatively low predictability on customer satisfaction index,and those of credit card make little influence on such index.