Abstract:
The consuming behavior was getting easier with the convenience of credit card
service. The credit card business was increasing and provide more advantages for
users. The Industry and Commercial Bank of China PingDingshan(ICBC PDS) is the
most rapidly progressing bank in the past years and provides a great credit card
service system relatively. The advantages make ICBC PDS improved its service
quality and the disadvantage cause the defective service process were investigated in
this research. The customer satisfaction of credit card service ICBC PDS will be
analyzed with the 7P matrix to identify the dominant factors of customer satisfaction
of credit card service in ICBC PDS. Questionnaire is distributed personally to 100
respondents. The research used purposive sampling method with the users of ICBC
PDS, Henan province, China as the population. The factor analysis method was used
for analyzing the data. The result found one dominant factor named Reliability and
Responsiveness of Online Credit Card Service had the significant impact on the
customer satisfaction of credit card service in ICBC PDS.
