商业银行客户忠诚问题初探

Primary Research on the Customer Loyalty of Chinese Commercial Banks

本文立足于最新的客户关系管理理论,结合我国商业银行的实际,从提高客户忠诚度对商业银行的好处、忠诚客户的分类、客户忠诚的形成过程、影响银行客户忠诚的因素、商业银行如何提高客户忠诚度等五个方面对商业银行的客户忠诚问题进行了探讨。

Based on the latest customer relation management theories and the practices in the Chinese commercial banks, the article provides a research over the customer loyalty in the Chinese commercial banks through 5 sectors as following： the benefits to the commercial banks by upholding the customer loyalty, the classification of loyal customers, the establishing of customer loyalty, the factors affecting the bank customer loyalty and how to boost the customer loyalty in the commercial banks.