我国信用卡产业市场竞争日趋激烈,制定与实施客户忠诚管理策略是银行获取利润的重要保障。本文探讨信用卡客户忠诚及其影响因素的构成,把客户满意、企业形象、感知价值、服务质量、信任度和转换成本、替代吸引等因素对客户忠诚的影响进行系统分析。 The market competition in China’s credit card industry is becoming increasingly fierce. The formulation and implementation of customer loyalty management strategy is an important guarantee for banks to obtain profits. This paper explores the formation of credit card customer loyalty and its influencing factors, and systematically analyzes the impact of customer satisfaction, corporate image, perceived value, service quality, trust and conversion costs, alternative attraction and other factors on customer loyalty.