What is it about?
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 perceived value and corporate image and reputation are also studied. The findings of the survey indicate that corporate image and corporate reputation can be used as a common marketing benchmark to measure a bank’s performance. The results demonstrated that customers perceive quality and satisfaction effects loyalty through perceived value, image, and reputation.
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Why is it important?
It investigates the mediation effect of perceived value and image and reputation.
Read the Original
This page is a summary of: The effect of service quality and customer satisfaction on customer loyalty, The International Journal of Bank Marketing, October 2019, Emerald, DOI: 10.1108/ijbm-03-2019-0096.
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