摘要
近年来我国商业银行如雨后春笋般快速发展，零售型商业银行的金融产品无论是从
种类上还是内涵上都高度趋于接近，如何在现有状况下实现产品和服务的突围成为了各
家零售型商业银行的共同主题。ETC 信用卡就是在这一形势下应运而生的金融产品，但
迄今为止与信用卡相关的客户满意度研究并没有专门涉及或细化到 ETC 信用卡领域。建
设银行 ETC 信用卡是在业界较有名气的 ETC 信用卡产品，为了保持建设银行在 ETC 信用
卡领域内的优势，本研究特针对 ETC 信用卡客户满意度展开了研究

本研究以中国建设银行保定分行辖内的 ETC 信用卡持卡客户为研究对象，首先论述
了 ETC 信用卡的具体功能特征，并结合对国内外相关文献的梳理和检索，选定了研究所
需指标体系、变量的设计和问卷调查所包含的相关问题，并展开了数据收集。其次展开
对 ETC 信用卡客户满意度影响因素的实证分析，运用 SPSS17.0 对提取的数据信息进行
了描述性统计分析、信度与效度分析、相关分析、回归分析，发现影响客户满意度的三
个关键性因素为“ETC 信息查询变更与车载设备”、“ETC 信用卡安全”、“员工态度
和业务水平”。其中，ETC 信用卡使用安全情况与 ETC 信用卡客户满意度呈现显著正相
关关系，对客户满意度影响最大；商业银行和发卡机构员工态度和业务水平情况与 ETC
信用卡客户满意度呈现显著正相关关系，对客户满意度影响次之；ETC 系统信息查询变
更便利性与车载设备质量情况与 ETC 信用卡客户满意度呈现显著正相关关系，对客户满
意度的影响小于商业银行和发卡机构员工态度和业务水平情况对ETC信用卡客户满意度
的影响

从理论角度来看，对ETC信用卡客户满意度研究填补了客户满意度领域的相关空白，
为后期研究客户行为提供了理论补充。从实践角度看，为商业银行提高客户满意度，吸
引更多的客户提供了启示

关键词 ETC 信用卡 客户满意度 关键性影响因素Abstract
II
Abstract
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.
Key words ETC credit card Customer satisfaction Key influencing factorsIII
目 录
第 1 章 绪 论1
1.1 研究背景....... 1
1.2 研究意义....... 1
1.2.1 理论意义........ 1
1.2.2 实践意义........ 2
1.3 研究内容与方法....... 2
1.3.1 研究内容........ 2
1.3.2 研究方法........ 3
1.4 研究思路、创新点... 4
1.4.1 研究思路........ 4
1.4.2 创新点 4
第 2 章 文献综述........6
2.1 客户满意度国内外研究现状........... 6
2.1.1 客户满意度国外研究现状.... 6
2.1.2 客户满意度国内研究现状.... 7
2.2 客户满意度文献研究述评... 9
2.3 ETC 信用卡相关领域客户满意度研究 .... 11
2.4 相关概念界定......... 14
2.4.1 不停车收费系统...... 14
2.4.2 ETC 信用卡 . 15
第 3 章 研究设计与数据收集..........17
3.1 模型构建..... 17
3.2 问卷设计...
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