The Controversial Transaction Processing Effects On Customer Loyalty Of Credit Card

With the development of Internet banking, the online shopping transaction volume grows spurtly, especially the overseas online shopping volume and frequency done by domestic consumers. Under this condition, the credit card payments for the transaction via foreign sites increase highly. This causes the credit card disputes arising. How to handle these disputed transactions, improve to capture customers’expectations, customer satisfaction and customer tolerance is one of the ways to increase customer loyalty which most banking focus on to retent customer resources in recent years.This paper refers to a large number of journals, academic research and literature information on customer expectations, customer satisfaction and customer loyalty. Based on learning these research results, it develops a controversy trading of customer tolerance degrees model to measure the customer tolerance, service quality, customer satisfaction degrees and customer loyalty degrees. Gathering sample data via credit card clients interview and questionnaire survey, using factor analysis and SPSS software analysis these sample data and determine how customer tolerance affects customer satisfaction and customer loyalty. This paper focuses on the background of disputed transaction dealings which plays a guiding role of theory and practice for China’s bank credit card customer service processing. With the perspective of the driving factors of customer expectations, the paper analysis the changes of customer loyalty based on the dispute transaction processing. Innovation of this paper is: firstly, the paper does the rearch via combining the theory of customer expectations and customer satisfaction loyalty related theories together to do the rearch. Secondly, the empirical research method is new in this paper. The rearch collects customer tolerance and customer expectations sample data, then analyses them using Factor Ananlysis and SPSS software. Thirdly, this is the first time to do the research about customer loyalty changing based on customer tolerance.