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, cilt.38, sa.2, ss.384-405, 2020 (SSCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 38 Sayı: 2
  • Basım Tarihi: 2020
  • Doi Numarası: 10.1108/ijbm-03-2019-0096
  • Dergi Adı: INTERNATIONAL JOURNAL OF BANK MARKETING
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus, ABI/INFORM, Applied Science & Technology Source, Business Source Elite, Business Source Premier, Computer & Applied Sciences
  • Sayfa Sayıları: ss.384-405
  • Anahtar Kelimeler: Service quality, Banking industry, Customer loyalty, Customer satisfaction, Corporate image and reputation, Perceived value of services, CONSUMER PERCEPTIONS, CONCEPTUAL-MODEL, MODERATING ROLE, BANKING SECTOR, TRUST, PRICE, INFORMATION, INTENTIONS, IMPACT, CONSEQUENCES
  • Dokuz Eylül Üniversitesi Adresli: Evet

Özet

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.