An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkey

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dc.authoridSAYIL, Emine Mediha/0000-0002-1559-1208
dc.authoridŞimşek, Gülhayat Gölbaşı/0000-0002-8790-295X
dc.authoridAkyol, Ayse/0000-0002-4039-5823
dc.authorwosidSAYIL, Emine Mediha/AAY-3315-2020
dc.authorwosidAkyol, Ayşe/AAT-9143-2021
dc.authorwosidŞimşek, Gülhayat Gölbaşı/D-2427-2017
dc.contributor.authorSayil, Emine Mediha
dc.contributor.authorAkyol, Ayse
dc.contributor.authorSimsek, Gulhayat Golbasi
dc.date.accessioned2024-06-12T11:13:29Z
dc.date.available2024-06-12T11:13:29Z
dc.date.issued2019
dc.departmentTrakya Üniversitesien_US
dc.description.abstractGiven how important it is to provide superior value to customers and to maintain customer loyalty for a sustainable competitive advantage, the aim of this paper is to examine the relationships among relationship marketing components of - trust, competency, commitment, communication, and conflict handling, - relationship investment, relationship quality, perceived customer value, satisfaction and loyalty in an integrated framework in the Turkish retail banking industry. Unlike previous studies, this research extends the literature by analysing affective as well as cognitive dimensions in the same model with a holistic view by simultaneously examining the direct and indirect effects of the related concepts. The distinctive nature of this study is its evaluation of customer satisfaction and loyalty from the perspective of actual consumers. The research model was tested using data collected from 685 retail banking customers by applying structural equation modelling. The findings show that relationship marketing induces loyalty through relationship quality, customer value, and satisfaction, which are mainly provided by trust, communication, and relationship investment. Furthermore, relationship investment and relationship quality are the most important factors in the development of customer value, satisfaction, and loyalty. The emotional value dimension, which captures the affective aspects of perceived value, has the strongest effect on both satisfaction and loyalty.en_US
dc.identifier.doi10.1080/02642069.2018.1516755
dc.identifier.endpage461en_US
dc.identifier.issn0264-2069
dc.identifier.issn1743-9507
dc.identifier.issue5-6en_US
dc.identifier.scopus2-s2.0-85053250767en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage420en_US
dc.identifier.urihttps://doi.org/10.1080/02642069.2018.1516755
dc.identifier.urihttps://hdl.handle.net/20.500.14551/23572
dc.identifier.volume39en_US
dc.identifier.wosWOS:000461363600006en_US
dc.identifier.wosqualityQ3en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherRoutledge Journals, Taylor & Francis Ltden_US
dc.relation.ispartofService Industries Journalen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectRelationship Marketingen_US
dc.subjectRelationship Qualityen_US
dc.subjectPerceived Customer Valueen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectCustomer Loyaltyen_US
dc.subjectRelationship Qualityen_US
dc.subjectPerceived Valueen_US
dc.subjectService Qualityen_US
dc.subjectRelationship Managementen_US
dc.subjectMediating Roleen_US
dc.subjectValue Creationen_US
dc.subjectLoyaltyen_US
dc.subjectSatisfactionen_US
dc.subjectTrusten_US
dc.subjectDeterminantsen_US
dc.titleAn integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkeyen_US
dc.typeArticleen_US

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