摘要：随着科学技术的发展，人们生活节奏的加快与生活水平的提升，人们对精神文化的追求也在不断提高，这就带来了网上书店的发展。各种网上书店如雨后春笋般兴起，如何在众多竞争对手中成为行业中的佼佼者，这必将成为电子商务行业长期的研究课题。本文对网上书店的一个关键要素——顾客忠诚度运用案例分析法进行研究，可以了解到影响网上书店顾客忠诚度的因素以及必要性，并研究出建立网上书店顾客忠诚度的途径和提高的方法。对网上书店顾客忠诚度的研究关系到网上书店企业的收益绩效，因此至关重要。
关键字：网上书店现状 顾客忠诚度 顾客满意感 顾客信任度
Abstract: With the development of science and technology, the accelerated pace of life and living standard improves, people's pursuit of spiritual culture is improving, which has brought the development of online bookstores. A variety of online bookstores mushrooming, how many competitors as the industry leader in e-commerce industry that will become long-term study. In this paper, a key element in online bookstore - loyalty to study the use of case analysis, you can understand the factors that affect customer loyalty and online bookstores need, and come up with ways to build customer loyalty online bookstore and improved methods . Research on the relationship between customer loyalty online bookstore online bookstore corporate earnings performance, it is essential.
Keywords: online bookstore status; customer loyalty; customer satisfaction; customer trust
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