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MÜŞTERİ ODAKLILIĞININ İYİ İŞVEREN ALGISI VE GÜVENİLİR FİNANSAL İMAJ ÜZERİNE ETKİSİ: ÜRÜNÜN KONFOR VE GÜVENLİK ÖZELLİKLERİNİN PARALEL ARACILIK ROLÜ

Year 2021, Volume: 17 Issue: 1, 206 - 221, 31.03.2021
https://doi.org/10.17130/ijmeb.902217

Abstract

Hizmet çalışanlarının sahip olduğu teknik becerilere, sosyal becerilere, motivasyon seviyesine
ve karar verme gücüne bağlı olarak müşteri odaklılık seviyesinin müşteri tatmini üzerinde yüksek
düzeyde etkili olduğunu ve ekonomik başarıya ulaşabilmek için kritik öneme sahip bir basamak olarak
görülmesi gerektiği belirtmektedir. Bu araştırmanın amacı müşteri odaklılığı ile güvenilir finansal imaj
ve iyi işveren imajı arasındaki ilişkilerde konfor ve güvenliğin paralel aracılık rolünü analiz etmektir.
Bu doğrultuda, Türkiye’de faaliyet gösteren 8 bankanın dört temel paydaş grubuna (N= 782) kolayda
ve amaçlı örnekleme yöntemleri ile ulaşılmıştır. Sonuçlara göre, müşteri odaklılığı paydaşların gözünde
bankaların hem güvenilir finansal imajını hem de iyi işveren imajını güçlendiren önemli bir yapıtaşıdır.
Ayrıca, ürün güvenliğinin her iki bağımlı değişken üzerinde aracı etkisi varken, konforun sadece güvenilir
finansal imaj üzerinde aracılık etkisi olduğu tespit edilmiştir.

References

  • Appiah-Adu, K. (1997). Market orientation and performance: Do the findings established in large firmshold in the small business sector?. Journal of Euromarketing, 6(3), 1-26.
  • Appiah-Adu, K. & Singh, S. (1998). Customer orientation and performance: A study of SMEs. Management Decision, 36(6), 385-99.
  • Bagozzi, R. P. & Yi, Y. (1988) On the evaluation of structural equation models. Journal of The Academy of Marketing Science, 16(1), 74-94.
  • Bank Negara Malaysia (2008). Annual report of Bank Negara 2008. Bank Negara Malaysia, Kuala Lumpur.
  • Bendapudi, N. & Bendapudi, K. (2005). Creating the living brand. Harvard Business Review, 83(5), 124-134.
  • Berger, A. N. (2003). The economic effects of technological progress: Evidence from the banking industry. Journal of Money, Credit and Banking, 141-176.
  • Berry, L. L. (1995). Relationship marketing of services, growing interest, emerging perspectives. Journal of Academy of Marketing Science, 23(4), 236-45.
  • Beverland, M. (2001). Creating value through brands: The ZESPRITM kiwi fruit case. British Food Journal, 103(6), 383-399.
  • Bhuian, S. N. (1997). Exploring market orientation in banks: An empirical examination in Saudi Arabia. Journal of Services Marketing, 11(5), 317-328.
  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
  • Brynjolfsson, E. & Hitt, L. M. (2000). Beyond computation: Information technology, organizational transformation and business performance. Journal of Economic Perspectives, 14(4), 23-48.
  • Cebeci, İ. & Çabuk, Z. (2016). Tüketicilerin banka tercihini etkileyen faktörlerin belirlenmesi: Giresun’da bir araştırma. Finansal Araştırmalar ve Çalışmalar Dergisi, 8(14), 57-66.
  • Chin, W. W., Marcolin, B. L. & Newsted, P. R. (1996). A partial least squares latent variable modelling approach for measuring interaction effects: Results from a Monte Carlo simulation study and voice mail emotion/adoption study. 17th International Conference on Information Systems, December 16-18, Cleveland, OH.
  • Chung, S. Y., Schneeweis, T. & Eneroth, K. (1999). Corporate reputation and investment performance: The UK and US experience. Available at SSRN 167629.
  • Cravens, D. W. (1994). Strategic marketing. 4th Ed. IL: Irwin, Homewood.
  • Crosby, L. A., Evans, K. R. & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
  • De Chernatony, L. & Segal-Horn, S. (2003). The criteria for successful services brands. European Journal of Marketing, 37(7/8), 1095-1118.
  • Deshpande´, R., Farley, J. & Webster, F. E. Jr. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrad analysis. Journal of Marketing, 57, 23-37.
  • Doğan, D. (2018). SmartPLS ile veri analizi. US: Charleston SC.
  • Dorsch, M. J., Swanson, S. R. & Kelley, S. W. (1998). The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science, 26(2), 128- 142.
  • Dowling, G. R. & Uncles, M. (1997). Do customer loyalty programs really work?. Sloan Management Review, 38(4), 71–82.
  • Feldman, J., Johnson, P., Kuhn, D. & Murphy, B. (1999). Back-to-school buying guide. Money, 28(9), 165-168.
  • Filbeck, G., Gorman, R. & Preece, D. (1998). Fortune’s most admired firms: An investor’s perspective. Studies in Economics and Finance, 18(2), 74-93.
  • Filbeck, G. & Preece, D. (2003). Fortune’s best 100 companies to work for in America: Do they work for shareholders?. Journal of Business Finance & Accounting, 30(5-6), 771-797.
  • Fornell, C. & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
  • Foscht, T., Schloffer, J., Maloles III, C. & Chia, S. L. (2009). Assessing the outcomes of generation-Y customers’ loyalty. International Journal of Bank Marketing, 27(3), 218-241.
  • Fryxell, G. E. & Wang, J. (1994). The fortune corporate ‘reputation’ index: Reputation for what?. Journal of Management, 20, 1-14.
  • Greenley, G. E. (1995). Market orientation and company performance: Empirical evidence from UK companies. British Journal of Management, 6(1), 1-13.
  • Haenlein, M. & Kaplan, A. M. (2004). A beginner’s guide to partial least squares analysis. Understanding Statistics, 3(4), 283-297.
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. & Tatham, R. L. (2006). Multivariate data analysis. Upper Saddle River, NJ: Pearson Prentice Hall.
  • Hair, J. F., Ringle, C. M. & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139-152.
  • Hair Jr, J. F., Sarstedt, M., Hopkins, L. & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM) an emerging tool in business research. European Business Review, 26(2), 106-121.
  • Harrison, T. S. (1994). Mapping customer segments for personal financial services. International Journal of Bank Marketing, 12(8), 17-25.
  • Hart, S. & Murphy, J. (1998). Brands: The new wealth creators. Basingstoke: Macmillan Business.
  • Heaney, J. G. (2007). Generations X and Y’s internet banking usage in Australia. Journal of Financial Services Marketing, 11(3), 196-210.
  • Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460- 478.
  • Ind, N. (1997). The corporate brand. Basingstoke: Macmillan Business.
  • Ind, N. (1998). An integrated approach to corporate branding. The Journal of Brand Management, 5(5), 323-329.
  • Jaworski, B. J. & Kohli, A. K. (1993). Market orientation: Antecedents and consequences. Journal of Marketing, 57(3), 53-70.
  • Josefowicz, M. (2003). Gen-Y college students, financial services, and the web. New York, NY: Celent.
  • King, C. & Grace, D. (2005). Exploring the role of employees in the delivery of the brand: A case study approach. Qualitative Market Research: An International Journal, 8(3), 277-295.
  • Kozak, S. (2005). The role of information technology in the profit and cost efficiency improvements of the banking sector. Journal of Academy of Business and Economics, 2(1), 34-38.
  • Kumar, K., Subramanian, R. & Yauger, C. (1998). Examining the market orientation-performance relationship: A context-specific study. Journal of Management, 24(2), 201-233.
  • La, K. V. & Kandampully, J. (2004). Market oriented learning and customer value enhancement through service recovery management. Managing Service Quality, 14, 390-400.
  • Lee, M. C. (2009). Factors influencing the adoption of internet banking: An integration of TAM and TPB with perceived risk and perceived benefit. Electronic Commerce Research and Applications, 8(3), 130-141.
  • Lewis, B. R. & Bingham, G. H. (1991). The youth market for financial services. International Journal of Bank Marketing, 9(2), 3-11.
  • Macintosh, G. (2007). Customer orientation, relationship quality, and relational benefits to the firm. Journal of Services Marketing, 21(3), 150-159.
  • Mokhlis, S. (2009). An investigation of consumer decision-making styles of young-adults in Malaysia. International Journal of Business Management, 4(4).
  • Moroko, L. & Uncles, M. (2008) Characteristics of successful employer brands. Journal of Brand Management, 16(3), 160-175.
  • Mosley, R. W. (2007). Customer experience, organizational culture and the employer brand. Journal of Brand Management, 15(2), 123-134.
  • Narver, J. C. & Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54(4), 20-35.
  • Ndubisi, N. O. & Chan, K. W. (2005). Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction. International Journal of Bank Marketing, 23(3), 542-557.
  • Nunnally, J. C. & Bernstein, I. H. (1994). Psychological theory. New York: MacGraw-Hill.
  • Palmer, A. & Bejou, D. (1994). Buyer-seller relationships: A conceptual model and empirical investigation. Journal of Marketing Management, 10(6), 495-512.
  • Podolny, J. M. & Phillips, D. J. (1996). The dynamics of organizational status. Journal of Industrial and Corporate Change, 5, 453-471.
  • Preacher, K. J. & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891.
  • Raju, P. S. & Lonial, S. C. (2002). The impact of service quality and marketing on financial performance in the hospital industry: An empirical examination. Journal of Retailing and Consumer Services, 9(6), 335-348.
  • Roberts, P. W. & Dowling, G. R. (2002). Corporate reputation and sustained superior financial performance. Strategic Management Journal, 23, 1077-1093.
  • Rose, C. & Thomsen, S. (2004). The impact of corporate reputation on performance: Some Danish evidence. European Management Journal, 22(2), 201-210.
  • Rotchanakitumnuai, S. & Speece, M. (2003). Barriers to internet banking adoption: A qualitative study among corporate customers in Thailand. International Journal of Bank Marketing, 21(6-7), 312– 323.
  • Saxe, R. & Weitz, B. A. (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19(3), 343-351.
  • Sin, L. Y., Alan, C. B., Heung, V. C. & Yim, F. H. (2005). An analysis of the relationship between market orientation and business performance in the hotel industry. International Journal of Hospitality Management, 24(4), 555-577.
  • Solnet, D. (2006). Introducing employee social identification to customer satisfaction research: A hotel industry study. Managing Service Quality: An International Journal, 16(6), 575-594.
  • Speed, R. & Smith, G. (1992). Retail financial services segmentation. The Services Industries Journal, 12(3), 368-83.
  • Srivastava, R. K., McInish, T. H., Wood, R. A. & Capraro, A. J. (1997). The value of corporate reputation: Evidence from the equity markets. Corporate Reputation Review, 1(1), 62-68.
  • Tank, J. & Tyler, K. (2005). UK student banking revisited: Influences and the decision-making process. Journal of Financial Services Marketing, 10(2), 152-164.
  • Thwaites, D. & Vere, L. (1995). Bank selection criteria – a student perspective. Journal of Marketing Management, 11(1-3), 133-149.
  • Türkyilmaz, A. & Özkan, C. (2007). Development of a customer satisfaction index model: An application to the Turkish mobile phone sector. Industrial Management & Data Systems, 107(5), 910-925.
  • Vázquez, R., Del Rio, A. B. & Iglesias, V. (2002). Consumer-based brand equity: Development and validation of a measurement instrument. Journal of Marketing Management, 18(1/2), 27-48.
  • Vergin, R. C. & Qoronfleh, M. W. (1998). Corporate reputation and the stock market. Business Horizons, 41(1), 19-27.
  • Waddock, S. A. & Graves, S. (1997). The corporate social performance-financial performance link. Strategic Management Journal, 18, 303.
  • Walsh, G. & Beatty, S. (2007). Customer-based corporate reputation of a service firm: Scale development and validation. Journal of Marketing Science, 35, 127-145.
  • Wilden, R., Gudergan, S. & Lings, I. (2010). Employer branding: Strategic implications for staff recruitment. Journal of Marketing Management, 26(1-2), 56-73.
  • Wright, N. D., Pearce, J. W. & Busbin, J. W. (1997). Linking customer service orientation to competitive performance: Does the marketing concept really work?. Journal of Marketing Theory and Practice, 5(4), 23-34.
  • Xue, M., Hitt, L. M. & Chen, P. Y. (2011). Determinants and outcomes of internet banking adoption. Management Science, 57(2), 291-307.
  • Yılmaz, V., Çelik, H. E. & Depren, B. (2007). Devlet ve özel sektör bankalardaki hizmet kalitesinin karşılaştırılması: Eskişehir örneği. Doğuş Üniversitesi Dergisi, 8(2), 234-48.
  • Zameer, H., Tara, A., Kausar, U. & Mohsin, A. (2015). Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442-456.
  • Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: A means–end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Year 2021, Volume: 17 Issue: 1, 206 - 221, 31.03.2021
https://doi.org/10.17130/ijmeb.902217

Abstract

References

  • Appiah-Adu, K. (1997). Market orientation and performance: Do the findings established in large firmshold in the small business sector?. Journal of Euromarketing, 6(3), 1-26.
  • Appiah-Adu, K. & Singh, S. (1998). Customer orientation and performance: A study of SMEs. Management Decision, 36(6), 385-99.
  • Bagozzi, R. P. & Yi, Y. (1988) On the evaluation of structural equation models. Journal of The Academy of Marketing Science, 16(1), 74-94.
  • Bank Negara Malaysia (2008). Annual report of Bank Negara 2008. Bank Negara Malaysia, Kuala Lumpur.
  • Bendapudi, N. & Bendapudi, K. (2005). Creating the living brand. Harvard Business Review, 83(5), 124-134.
  • Berger, A. N. (2003). The economic effects of technological progress: Evidence from the banking industry. Journal of Money, Credit and Banking, 141-176.
  • Berry, L. L. (1995). Relationship marketing of services, growing interest, emerging perspectives. Journal of Academy of Marketing Science, 23(4), 236-45.
  • Beverland, M. (2001). Creating value through brands: The ZESPRITM kiwi fruit case. British Food Journal, 103(6), 383-399.
  • Bhuian, S. N. (1997). Exploring market orientation in banks: An empirical examination in Saudi Arabia. Journal of Services Marketing, 11(5), 317-328.
  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
  • Brynjolfsson, E. & Hitt, L. M. (2000). Beyond computation: Information technology, organizational transformation and business performance. Journal of Economic Perspectives, 14(4), 23-48.
  • Cebeci, İ. & Çabuk, Z. (2016). Tüketicilerin banka tercihini etkileyen faktörlerin belirlenmesi: Giresun’da bir araştırma. Finansal Araştırmalar ve Çalışmalar Dergisi, 8(14), 57-66.
  • Chin, W. W., Marcolin, B. L. & Newsted, P. R. (1996). A partial least squares latent variable modelling approach for measuring interaction effects: Results from a Monte Carlo simulation study and voice mail emotion/adoption study. 17th International Conference on Information Systems, December 16-18, Cleveland, OH.
  • Chung, S. Y., Schneeweis, T. & Eneroth, K. (1999). Corporate reputation and investment performance: The UK and US experience. Available at SSRN 167629.
  • Cravens, D. W. (1994). Strategic marketing. 4th Ed. IL: Irwin, Homewood.
  • Crosby, L. A., Evans, K. R. & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
  • De Chernatony, L. & Segal-Horn, S. (2003). The criteria for successful services brands. European Journal of Marketing, 37(7/8), 1095-1118.
  • Deshpande´, R., Farley, J. & Webster, F. E. Jr. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrad analysis. Journal of Marketing, 57, 23-37.
  • Doğan, D. (2018). SmartPLS ile veri analizi. US: Charleston SC.
  • Dorsch, M. J., Swanson, S. R. & Kelley, S. W. (1998). The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science, 26(2), 128- 142.
  • Dowling, G. R. & Uncles, M. (1997). Do customer loyalty programs really work?. Sloan Management Review, 38(4), 71–82.
  • Feldman, J., Johnson, P., Kuhn, D. & Murphy, B. (1999). Back-to-school buying guide. Money, 28(9), 165-168.
  • Filbeck, G., Gorman, R. & Preece, D. (1998). Fortune’s most admired firms: An investor’s perspective. Studies in Economics and Finance, 18(2), 74-93.
  • Filbeck, G. & Preece, D. (2003). Fortune’s best 100 companies to work for in America: Do they work for shareholders?. Journal of Business Finance & Accounting, 30(5-6), 771-797.
  • Fornell, C. & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
  • Foscht, T., Schloffer, J., Maloles III, C. & Chia, S. L. (2009). Assessing the outcomes of generation-Y customers’ loyalty. International Journal of Bank Marketing, 27(3), 218-241.
  • Fryxell, G. E. & Wang, J. (1994). The fortune corporate ‘reputation’ index: Reputation for what?. Journal of Management, 20, 1-14.
  • Greenley, G. E. (1995). Market orientation and company performance: Empirical evidence from UK companies. British Journal of Management, 6(1), 1-13.
  • Haenlein, M. & Kaplan, A. M. (2004). A beginner’s guide to partial least squares analysis. Understanding Statistics, 3(4), 283-297.
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. & Tatham, R. L. (2006). Multivariate data analysis. Upper Saddle River, NJ: Pearson Prentice Hall.
  • Hair, J. F., Ringle, C. M. & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139-152.
  • Hair Jr, J. F., Sarstedt, M., Hopkins, L. & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM) an emerging tool in business research. European Business Review, 26(2), 106-121.
  • Harrison, T. S. (1994). Mapping customer segments for personal financial services. International Journal of Bank Marketing, 12(8), 17-25.
  • Hart, S. & Murphy, J. (1998). Brands: The new wealth creators. Basingstoke: Macmillan Business.
  • Heaney, J. G. (2007). Generations X and Y’s internet banking usage in Australia. Journal of Financial Services Marketing, 11(3), 196-210.
  • Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460- 478.
  • Ind, N. (1997). The corporate brand. Basingstoke: Macmillan Business.
  • Ind, N. (1998). An integrated approach to corporate branding. The Journal of Brand Management, 5(5), 323-329.
  • Jaworski, B. J. & Kohli, A. K. (1993). Market orientation: Antecedents and consequences. Journal of Marketing, 57(3), 53-70.
  • Josefowicz, M. (2003). Gen-Y college students, financial services, and the web. New York, NY: Celent.
  • King, C. & Grace, D. (2005). Exploring the role of employees in the delivery of the brand: A case study approach. Qualitative Market Research: An International Journal, 8(3), 277-295.
  • Kozak, S. (2005). The role of information technology in the profit and cost efficiency improvements of the banking sector. Journal of Academy of Business and Economics, 2(1), 34-38.
  • Kumar, K., Subramanian, R. & Yauger, C. (1998). Examining the market orientation-performance relationship: A context-specific study. Journal of Management, 24(2), 201-233.
  • La, K. V. & Kandampully, J. (2004). Market oriented learning and customer value enhancement through service recovery management. Managing Service Quality, 14, 390-400.
  • Lee, M. C. (2009). Factors influencing the adoption of internet banking: An integration of TAM and TPB with perceived risk and perceived benefit. Electronic Commerce Research and Applications, 8(3), 130-141.
  • Lewis, B. R. & Bingham, G. H. (1991). The youth market for financial services. International Journal of Bank Marketing, 9(2), 3-11.
  • Macintosh, G. (2007). Customer orientation, relationship quality, and relational benefits to the firm. Journal of Services Marketing, 21(3), 150-159.
  • Mokhlis, S. (2009). An investigation of consumer decision-making styles of young-adults in Malaysia. International Journal of Business Management, 4(4).
  • Moroko, L. & Uncles, M. (2008) Characteristics of successful employer brands. Journal of Brand Management, 16(3), 160-175.
  • Mosley, R. W. (2007). Customer experience, organizational culture and the employer brand. Journal of Brand Management, 15(2), 123-134.
  • Narver, J. C. & Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54(4), 20-35.
  • Ndubisi, N. O. & Chan, K. W. (2005). Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction. International Journal of Bank Marketing, 23(3), 542-557.
  • Nunnally, J. C. & Bernstein, I. H. (1994). Psychological theory. New York: MacGraw-Hill.
  • Palmer, A. & Bejou, D. (1994). Buyer-seller relationships: A conceptual model and empirical investigation. Journal of Marketing Management, 10(6), 495-512.
  • Podolny, J. M. & Phillips, D. J. (1996). The dynamics of organizational status. Journal of Industrial and Corporate Change, 5, 453-471.
  • Preacher, K. J. & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891.
  • Raju, P. S. & Lonial, S. C. (2002). The impact of service quality and marketing on financial performance in the hospital industry: An empirical examination. Journal of Retailing and Consumer Services, 9(6), 335-348.
  • Roberts, P. W. & Dowling, G. R. (2002). Corporate reputation and sustained superior financial performance. Strategic Management Journal, 23, 1077-1093.
  • Rose, C. & Thomsen, S. (2004). The impact of corporate reputation on performance: Some Danish evidence. European Management Journal, 22(2), 201-210.
  • Rotchanakitumnuai, S. & Speece, M. (2003). Barriers to internet banking adoption: A qualitative study among corporate customers in Thailand. International Journal of Bank Marketing, 21(6-7), 312– 323.
  • Saxe, R. & Weitz, B. A. (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19(3), 343-351.
  • Sin, L. Y., Alan, C. B., Heung, V. C. & Yim, F. H. (2005). An analysis of the relationship between market orientation and business performance in the hotel industry. International Journal of Hospitality Management, 24(4), 555-577.
  • Solnet, D. (2006). Introducing employee social identification to customer satisfaction research: A hotel industry study. Managing Service Quality: An International Journal, 16(6), 575-594.
  • Speed, R. & Smith, G. (1992). Retail financial services segmentation. The Services Industries Journal, 12(3), 368-83.
  • Srivastava, R. K., McInish, T. H., Wood, R. A. & Capraro, A. J. (1997). The value of corporate reputation: Evidence from the equity markets. Corporate Reputation Review, 1(1), 62-68.
  • Tank, J. & Tyler, K. (2005). UK student banking revisited: Influences and the decision-making process. Journal of Financial Services Marketing, 10(2), 152-164.
  • Thwaites, D. & Vere, L. (1995). Bank selection criteria – a student perspective. Journal of Marketing Management, 11(1-3), 133-149.
  • Türkyilmaz, A. & Özkan, C. (2007). Development of a customer satisfaction index model: An application to the Turkish mobile phone sector. Industrial Management & Data Systems, 107(5), 910-925.
  • Vázquez, R., Del Rio, A. B. & Iglesias, V. (2002). Consumer-based brand equity: Development and validation of a measurement instrument. Journal of Marketing Management, 18(1/2), 27-48.
  • Vergin, R. C. & Qoronfleh, M. W. (1998). Corporate reputation and the stock market. Business Horizons, 41(1), 19-27.
  • Waddock, S. A. & Graves, S. (1997). The corporate social performance-financial performance link. Strategic Management Journal, 18, 303.
  • Walsh, G. & Beatty, S. (2007). Customer-based corporate reputation of a service firm: Scale development and validation. Journal of Marketing Science, 35, 127-145.
  • Wilden, R., Gudergan, S. & Lings, I. (2010). Employer branding: Strategic implications for staff recruitment. Journal of Marketing Management, 26(1-2), 56-73.
  • Wright, N. D., Pearce, J. W. & Busbin, J. W. (1997). Linking customer service orientation to competitive performance: Does the marketing concept really work?. Journal of Marketing Theory and Practice, 5(4), 23-34.
  • Xue, M., Hitt, L. M. & Chen, P. Y. (2011). Determinants and outcomes of internet banking adoption. Management Science, 57(2), 291-307.
  • Yılmaz, V., Çelik, H. E. & Depren, B. (2007). Devlet ve özel sektör bankalardaki hizmet kalitesinin karşılaştırılması: Eskişehir örneği. Doğuş Üniversitesi Dergisi, 8(2), 234-48.
  • Zameer, H., Tara, A., Kausar, U. & Mohsin, A. (2015). Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442-456.
  • Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: A means–end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
There are 78 citations in total.

Details

Primary Language Turkish
Journal Section Research Articles
Authors

Çağla Pınar Utkutuğ This is me 0000-0002-4147-9519

Publication Date March 31, 2021
Submission Date January 7, 2020
Acceptance Date October 8, 2020
Published in Issue Year 2021 Volume: 17 Issue: 1

Cite

APA Utkutuğ, Ç. P. (2021). MÜŞTERİ ODAKLILIĞININ İYİ İŞVEREN ALGISI VE GÜVENİLİR FİNANSAL İMAJ ÜZERİNE ETKİSİ: ÜRÜNÜN KONFOR VE GÜVENLİK ÖZELLİKLERİNİN PARALEL ARACILIK ROLÜ. Uluslararası Yönetim İktisat Ve İşletme Dergisi, 17(1), 206-221. https://doi.org/10.17130/ijmeb.902217