by Chow Sau Shing, Leung Lai Man. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2001. / Includes bibliographical references (leaves 58-59). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF FIGURES --- p.v / LIST OF TABLES --- p.vi / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter I.I --- Objective --- p.2 / Chapter I.II --- Literature Review --- p.2 / Chapter I.III --- Background --- p.2 / Chapter I.III.I --- Credit Card Business Model --- p.2 / Chapter I.III.II --- Common Types of Credit Card --- p.5 / Chapter I.IV --- Methodology --- p.6 / Chapter I.IV.I --- Part 1: Customer Segmentation --- p.6 / Chapter I.IV.II --- Part 2: Customer Need Identification --- p.8 / Chapter I.IV.III --- Part 3: Customer Satisfaction --- p.10 / Chapter I.IV.IV --- Part 4: Case Studies on Market Competition --- p.11 / Chapter II. --- CUSTOMER SEGMENTATION --- p.12 / Chapter II.I --- Forming the Clusters --- p.12 / Chapter II.II --- Verifying the Cluster Size --- p.13 / Chapter II.III --- Analyzing the Clusters --- p.17 / Chapter II.III.I --- "Group 1: Low-spending, High-loyalty" --- p.18 / Chapter II.III.II --- "Group 2: High-spending, High-loyalty" --- p.18 / Chapter II.III.III --- "Group 3: Middle-spending, Low-loyalty" --- p.18 / Chapter III. --- CUSTOMER NEED INDENTIFICATION --- p.19 / Chapter III.I --- Selection Criteria Comparison by Ranking --- p.19 / Chapter III.I.I --- Similarly --- p.21 / Chapter III.I.II --- Differences --- p.22 / Chapter III.II --- Selection Criteria Comparison by Absolute Value --- p.23 / Chapter IV. --- CUSTOMER SATISFACTION --- p.26 / Chapter IV.I --- "Group 1: Low-spending, High-loyalty" --- p.27 / Chapter IV.II --- "Group 2: High-spending, High-loyalty" --- p.28 / Chapter IV.III --- "Group 3: Middle-spending, Low-loyalty" --- p.29 / Chapter IV.IV --- Overall Comparison and Discussion --- p.30 / Chapter V. --- CASE STUDIES ON MARKET COMPETITION --- p.32 / Chapter V.I --- Credit Card Market Shares --- p.32 / Chapter V.I.I --- "Group 1: Low-spending, High-loyalty" --- p.33 / Chapter V.I.II --- "Group 2: High-spending, High-loyalty" --- p.34 / Chapter V.I.III --- "Group 3: Middle-spending, Low-loyalty" --- p.36 / Chapter V.II --- Analysis of Major Players --- p.37 / Chapter V.II.I --- HSBC --- p.38 / Chapter V.II.II --- Hang Seng Bank --- p.41 / Chapter V.II.III --- Chase Manhattan --- p.43 / Chapter V.II.III --- Overall Comparison --- p.44 / Chapter VI. --- CONCLUSION --- p.46 / APPENDIX --- p.47 / BIBLIOGRAPHY --- p.58
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_323326 |
| Date | January 2001 |
| Contributors | Chow, Sau Shing., Leung, Lai Man., Chinese University of Hong Kong Graduate School. Division of Business Administration. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English |
| Detected Language | English |
| Type | Text, bibliography |
| Format | print, vi, 59 leaves : ill. ; 30 cm. |
| Coverage | China, Hong Kong, China, Hong Kong, China, Hong Kong |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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