The effect of service quality and customer satisfaction on customer loyalty The mediation of perceived value of services, corporate image, and corporate reputation

Özkan P., Suer S., Köymen Keser İ., Deveci Kocakoç İ.

INTERNATIONAL JOURNAL OF BANK MARKETING, vol.38, no.2, pp.384-405, 2020 (SSCI, Scopus) identifier identifier

  • Publication Type: Article / Article
  • Volume: 38 Issue: 2
  • Publication Date: 2020
  • Doi Number: 10.1108/ijbm-03-2019-0096
  • Journal Name: INTERNATIONAL JOURNAL OF BANK MARKETING
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus, ABI/INFORM, Applied Science & Technology Source, Business Source Elite, Business Source Premier, Computer & Applied Sciences
  • Page Numbers: pp.384-405
  • Keywords: Service quality, Banking industry, Customer loyalty, Customer satisfaction, Corporate image and reputation, Perceived value of services
  • Dokuz Eylül University Affiliated: Yes

Abstract

Purpose - The purpose of this paper is to investigate the impact of customer satisfaction, service quality, the perceived value of services, corporate image and corporate reputation on customer loyalty and their relationship in the Turkish banking industry. Mediation effects of the perceived value and corporate image and reputation are also studied. Understanding the relationships between the determinants of customer loyalty toward the bank helps management to use corporate image and reputation more effectively in its strategy, thus enhancing the institution's position in the minds of consumers.