Customer Satisfaction Research Of China Construction Bank's ETC Credit Card

In recent years,Chinese commercial banks have sprung up rapidly and the financial products of retail commercial banks tend to approach from species and connotation.How to achieve the breakthrough of products and services in this existing situation has become a common theme for retail commercial banks.The ETC credit card,being a financial product,comes under this situation.And so far with the credit-card-related customer satisfaction research did not specifically involved or refined to the ETC credit card field.The China Construction Bank(CCB)ETC credit card is a famous ETC in the industry.In order to maintain the advantages of CCB in ETC credit card,this research is aimed at ETC credit card customer satisfaction.In this study,the ETC credit card holders of Baoding Branch of the China Construction Bank are the research object.Firstly,the specific functional characteristics of the ETC credit card are discussed.Combining with the relevant literature at home and abroad,the design of variables and the related problems included in the questionnaire survey,and expend the date collection.Secondly,analyzes the influence factors of ETC credit card customer satisfaction and the data of the extracted data were analyzed by descriptive statistical analysis meanwhile the reliability and validity analysis,correlation analysis,regression analysis have been carried out.Three key factors influenced customer satisfaction were found to be "ETC information query&change and vehicle equipment","the security of ETC credit card ","employee attitude and knowledge level".Among them,the security situation of ETC credit card uses and ETC credit card customer satisfaction showed a significant positive correlation,and being the greatest impact on customer satisfaction;commercial banks and card issuers staff attitude and the knowledge level showed a significant positive correlation with ETC credit card customer satisfaction.The ETC system information query&change convenience and vehicle equipment quality showed a significant positive correlation with ETC credit card customer satisfaction,and has more impact on customer satisfaction than commercial banks and card issuers staff attitude and knowledge level does.From the theoretical point of view,the ETC credit card customer satisfaction research fills the gaps in the field of customer satisfaction.For the later study of customer behavior this study provides a theoretical supplement.From the practical point of view,this study provides an inspiration for commercial banks to improve customer satisfaction and attract more customers.