DETERMINING LEVELS OF CUSTOMER LOYALTY TOWARDS COMMERCIAL BANKS AND PARTICIPATORY BANKS

H. Huseyin Yildirim; M. Emin Akkilic; M. Selim Dikici

doi:10.17261/Pressacademia.2018.839

Research Article

DETERMINING LEVELS OF CUSTOMER LOYALTY TOWARDS COMMERCIAL BANKS AND PARTICIPATORY BANKS

Year 2018, Volume: 7 Issue: 2, 164 - 177, 15.07.2018

H. Huseyin Yildirim , M. Emin Akkilic , M. Selim Dikici

https://doi.org/10.17261/Pressacademia.2018.839

Abstract

Purpose- The purpose of this paper is to determine the difference between customers of commercial banks and participatory banks with regard to levels of awareness, familiarity, image, satisfaction and loyalty. Furthermore, in research is aimed to determine the strength, direction and significance of the relationship among the study variables.

Methodology- The model developed for the purpose of the research has five dimensioons. One of the dimensions is awareness. The awareness dimension affects the image and familiarity dimensions. The second dimension of the research is familiarity. Familiarity is affected by the awareness dimension and affects the image dimension. The third dimension of the research, image, is affected by the awareness and familiarity dimensions and affects the satisfaction dimension. The fourth dimension of the research, satisfaction, is affected by the image dimension and affects the loyalty dimension. The fifth and last dimension, that of loyalty, is affected by the satisfaction dimension.

Findings- The statistical analysis revealed that when the effect level of the relationship among the variables in the research model was examined, there was found to be a significant and positive effect of awareness on familiarity, awareness on image, familiarity on image, image on satisfaction and satisfaction on loyalty. Besides, according to result of difference in means, no significant difference could be determined between customers of commercial banks and of participatory banks for the awareness, satisfaction or loyalty variables (p>0.05); however, a significant difference was found for the familiarity and image variables (p<0.05).

Conclusion- As a result of the research, it was revealed that while no statistically significant difference was found between participatory and commercial banks in terms of awareness, image, satisfaction or loyalty, a statistically significant difference was determined between the two bank types in terms of familiarity.

Keywords

Commercial banking, participatory banking, loyalty, satisfaction, image, awareness

References

Aaker, D. A. (1996a). Building strong brands, New York, The Free Press.
Aaker, D. A. (1996b). Measuring brand equity across products and markets. California Management Review, 38(3), 102-120.
Akdogan, M. S. & Sener, T. (2015). The assessment on commercial banks of the effects of corporate image into customer loyalty: the case of Nevsehir. Journal Of World Of Turks / Zeitschrift Für Die Welt Der Turken, 7(3).
Akhtar, M. N., Hunjra, A. I., Akbar, S. W., Rehman, K. U. & Niazi, G. S. K. (2010). Relationship between customer satisfaction and service quality of Islamic Banks. World Applied Sciences Journal 13 (3), 453-459.
Aktas, M. & Avci, T. (2013). Efficiency comprasion of the participation banking and interest based in the Turkey. Finans, Politik & Ekonomik Yorumlar Journal, 50(576), 85-97.
Aladag, A. S. (2010). The improvement of retail banking in participation banks in Turkey and a participation bank application. Master’s Thesis, Selcuk University, Konya.
Alamro, A. & Rowley, J. (2011). Antecedents of brand preference for mobile telecommunications services. Journal of Product & Brand Management, 20(6), 475-486.
Aras O. N. & Ozturk, M. (2011). Analysis of allocated funds of participation banks in terms of contribution to real economy. Ekonomi Bilimleri Journal, 3(2), 167-179.
Ari, E. & Yilmaz, V. (2015). Investigating the relationships between service quality dimensions and loyalty of the bank by using servqual and structural equation modeling methods: an implication on students of economics and administrative sciences faculty. Suleyman Demirel University Journal of Faculty of Economics & Administrative Sciences, 20(3).
Arslan, M. & Bulut, S. (2014). Product and service quality as a determinant of customer preference: a comparative mutual /Islamic banks and commercial banks. Journal of Banking and Financial Research, 2, 22-42.
Aydin, N., Delikanli, I. U., Cabukel, R., Erdal, L., Erdal, F. & Ergec, E. H. (2012). Introduction to banking and insurance. Eskisehir, Anadolu University Publications.
Aydin, S. and Ozer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Babuscu, S. & Hazar, A. (2016). General banking information. ISBN: 978-605-9048-49-1, Akademi Consulting & Training Publications, Ankara.
Back, K. J. & Parks, S. C. (2003). A brand loyalty model involving cognitive, affective, and conative brand loyalty and customer satisfaction. Journal of Hospitality & Tourism Research, 27(4), 419-435.
Bashir, M. S. (2013). Analysis of customersatis faction with the Islamic banking sector: case of Brunei Darussalam. Asian Journal of Business and Management Sciences, 2(10), 38-50.
Bird, M., Channon, C. & Ehrenberg, A. S. C. (1970). Brand image and brand usage. Journal of Marketing Research, 7(3), 307-314.
Bloemer, J. & De Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499-513.
Bulbul, H., Akin, M., Demirer, O. & Dogan, İ. (2012). The impact of service quality on customer satisfaction and repurchase intention in the Turkish banking sector: an analysis using structural equation modeling. Dogus University Journal, 13(1).
Caruana, A. (2002). Service loyalty: the effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828.
Chen, Y. S. (2009). The drivers of green brand equity: green brand image, green satisfaction, and green trust. Journal of Business Ethics, 93(2), 307-319.
Demirel, Y. (2007). The impact of customer relationship management on customer loyalty in Turkish banking sector. Kocaeli University Journal of Social Sciences, (13)1:56-81.
Demirhan, A. (2009). The analyses of sector share change of the banks by panel data model with qualitative dependent variable. Management Journal, Istanbul University, Graduate School of Business, 20 (64), s.78-97.
Dobni, D. & Zinkhan, G.M. (1990). In search of brand image: a foundation analysis. Advances in Consumer Research, 17(1), 110-119.
Dogan, S. Y. & Varinli, I. (2010). Social responsibility concept and institutional image relation in managements: a research intended for bank clients. AİBÜ-İİBF Economic and Social Research Journal. 6(2), 1-26.
Dursun, I., Kabadayi, E. T., Alan, A. K. & Sezen, B. (2011). Store brand purchase intention: effects of risk, quality, familiarity and store brand shelf space. Procedia-Social and Behavioral Sciences, 24, 1190-1200.
Ercis, A., Unal, S., Candan, F. B. & Yildirim, H. (2012). The effect of brand satisfaction, trust and brand commitment on loyalty and repurchase intentions. Procedia-Social and Behavioral Sciences, 58, 1395-1404.
Gencturk, M. & Cobankaya, F. T. (2015). Determination of level of awareness in the region west Mediterranean of participation banks. Bankacilar Journal, (93), 82-105.
Ghassan, F. & Khairi, M. (2013). Customer awareness and satisfaction of Islamic retail products in Kuwait. Research Journal of Finance and Accounting, 4(17), 36-54.
Hellier, P. K., Geursen, G. M., Carr, R. A. & Rickard, J. A. (2003). Customer repurchase intention: a general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800.
Islam, S. & Ali, M. B. (2011). Measuring service quality of banks: an empirical study. Research Journal of Finance And Accounting, 2(4), 74-85.
Kalyoncuoglu, S. & Faiz, F. (2016). The effect of service quality on corporate image: a study of public and private commercial banks. Marketing and Marketing Research Journal, Volume: 17, July 2016, pp. 67-103.
Kaytanci, B. G., Ergec, E. H. & Toprak, M. (2013). Satisfactions of Islamic Banks’ costumers: the case of Turkey. In International Conference on Eurasian Economies (pp. 801-811).
Keller, K. L. (1993). Conceptualizing, measuring and managing customer-based brand equity. Journal of Marketing, 57(January), 1-22.
Keller, K. L. (2001). Building customer-based brand equity: a blue print for creating strong brands (pp. 68-72). Cambridge, MA: Marketing Science Institute.
Kent, R. J. & Allen, C. T. (1994). Competitive interference effects in consumer memory for advertising: the role of brand familiarity. The Journal of Marketing, pp. 97-105.
Khattak, N. A. & Rehman, K. (2010). Customer satisfaction and awareness of Islamic banking system in Pakistan. African Journal of Business Management, 4(5), 662.
Lai, F., Griffin, M. & Babin, B. J. (2009). How quality, value, image and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980-986.
Lam, S. Y., Shankar, V., Erramilli, M. K. & Murthy, B. (2004). Customer value, satisfaction, loyalty and switching costs: an illustration from a business-to-business service context. Journal of The Academy of Marketing Science, 32(3), 293-311.
Lau, M. M., Cheung, R., Lam, A. Y. & Chu, Y. T. (2013). Measuring service quality in the banking industry: a Hong Kong based study. Contemporary Management Research, 9(3), 263.
Martenson, R. (2007). Corporate brand image, satisfaction and store loyalty: a study of the store as a brand, store brands and manufacturer brands. International Journal of Retail and Distribution Management, 35(7), 544-555.
Naser, K., Al Salem, A. & Nuseibeh, R. (2013). Customers awareness and satisfaction of Islamic banking products and services: evidence from the Kuwait finance house (Note 1). International Journal of Marketing Studies, 5(6), 185.
Naser, K., Jamal, A. & Al-Khatib, K. (1999). Islamic banking: a study of customer satisfaction and preferences in Jordan. International Journal of Bank Marketing, 17(3), 135-151.
Okumus, H. S. (2015). Customers’ bank selection, awareness and satisfaction in Islamic banking: evidence from Turkey. International Journal of Business and Social Science. 6 (4), 41-54.
Oliver, R.L. (1999). Whence customer loyalty?. Journal of Marketing, Special Issue, Vol. 63, pp. 33-44.
Ozbek, V. & Kulahli, A. (2016a). The effect of consumer involvement on customer satisfaction: a study on university students. Abant İzzet Baysal University Social Science Enstitute Journal, 4(16), 111-130.
Ozbek, V. & Kulahli, A. (2016b). The effect of consumer involvement on brand loyalty: a study on smart phone products. Journal of Management, Marketing and Logistic, Volume:3, Issue:4, ISSN 2148-6670.
Ozsoy, İ., Gormez, B. & Mekik, S. (2013). Reasons for preference of participatory banks in Turkey: an empirical investigation. Management and Economy Journal, 20(1), 187-206.
Ozulucan, A. & Deran, A. (2009). Comparison of participation banking and traditional banking on the perspective of banking services and accounting applications. Mustafa Kemal University Social Science Enstitute Journal, 6(11).
Palumbo, F. & Herbig, P. (2000). The multicultural context of brand loyalty. European Journal of Innovation Management, Vol. 3, No. 3, pp. 116-124.
Park, S. H. (2009). The antecedents and consequences of brand image: based on Keller’s Customer-Based Brand Equity (Doctoral Dissertation, The Ohio State University).
Parlakkaya, R. & Curuk, S. A. (2011). Using financial ratios to distinguish between participation and conventional banks: a case study of Turkey. Ege Akademik Bakis, 11(3), 397-405.
Participatory Banks 2015, Participation Banks Association of Turkey, (http://www.tkbb.org.tr/Documents/ Yonetmelikler/KATILIM_2015_TR_final.pdf)
Pehlivan, P. (2016). The participation banking in Turkey and its importance in banking sector. The Journal of Social Economic Research, (31), 296-324.
Saini, Y., Bick, G. & Abdulla, L. (2011). Consumer awareness and usage of Islamic banking products in South Africa. South African Journal of Economic and Management Sciences, 14(3), 298-313.
Sakarya, B. & Kaya, Y. T. (2013). Performance differentiation between participation (Islamic) banks and deposit banks in Turkey. In EY International Congress on Economics I (EYC2013), October 24-25, 2013, Ankara, Turkey (No. 215), EkonomikYaklasim Association.
Saleem, S., Rahman, S. U. & Umar, R. M. (2015). Measuring customer based beverage brand equity: investigating the relationship between perceived quality, brand awareness, brand image and brand loyalty. International Journal of Marketing Studies, 7(1), 66.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35.
Sivadas, E. & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail and Distribution Management, 28(2), 73-82.
Sondoh, S. L., Omar, M. W., Wahid, N. A., Ismail, I. & Harun, A. (2007). The effect of brand image on overall satisfaction and loyalty intention in the context of color cosmetic. Asian Academy of Management Journal, 12(1), 83-107.
Tara, N., Irshad, M., Khan, M. R., Yamin, M. & Rizwan, M. (2014). Factors influencing adoption of Islamic banking: a study from Pakistan. Journal of Public Administration and Governance, 4(3), 352-367.
Tolba, A. H. (2011). The impact of distribution intensity on brand preference and brand loyalty. International Journal of Marketing Studies, 3(3), 56.
Tu, Y. T., Wang, C. M. & Chang, H. C. (2012). Corporate brand image and customer satisfaction on loyalty: an empirical study of Starbucks Coffee in Taiwan. Journal of Social and Development Sciences, 3(1), 24-32.
Uyan, U. (2005). Interest-free banking in private finance institutions, participatory bank, world and Turkey. Istanbul: Participation Banks Association of Turkey.
Walter, N., Cleff, T. & Chu, G. (2013). Brand experience’s influence on customer satisfaction and loyalty: a mirage in marketing research. International Journal of Management Research and Business Strategy, 2(1), 130-144.
Yildirim, I. & Cakar, R. (2016). A study on the factors influencing the preference of Islamic banking. In Global Business Research Congress (GBRC) (pp. 552-563).
Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 31-46.
http://www.bddk.org.tr
http://www.tkbb.org.tr.

Year 2018, Volume: 7 Issue: 2, 164 - 177, 15.07.2018

H. Huseyin Yildirim , M. Emin Akkilic , M. Selim Dikici

https://doi.org/10.17261/Pressacademia.2018.839

Abstract

References

Aaker, D. A. (1996a). Building strong brands, New York, The Free Press.
Aaker, D. A. (1996b). Measuring brand equity across products and markets. California Management Review, 38(3), 102-120.
Akdogan, M. S. & Sener, T. (2015). The assessment on commercial banks of the effects of corporate image into customer loyalty: the case of Nevsehir. Journal Of World Of Turks / Zeitschrift Für Die Welt Der Turken, 7(3).
Akhtar, M. N., Hunjra, A. I., Akbar, S. W., Rehman, K. U. & Niazi, G. S. K. (2010). Relationship between customer satisfaction and service quality of Islamic Banks. World Applied Sciences Journal 13 (3), 453-459.
Aktas, M. & Avci, T. (2013). Efficiency comprasion of the participation banking and interest based in the Turkey. Finans, Politik & Ekonomik Yorumlar Journal, 50(576), 85-97.
Aladag, A. S. (2010). The improvement of retail banking in participation banks in Turkey and a participation bank application. Master’s Thesis, Selcuk University, Konya.
Alamro, A. & Rowley, J. (2011). Antecedents of brand preference for mobile telecommunications services. Journal of Product & Brand Management, 20(6), 475-486.
Aras O. N. & Ozturk, M. (2011). Analysis of allocated funds of participation banks in terms of contribution to real economy. Ekonomi Bilimleri Journal, 3(2), 167-179.
Ari, E. & Yilmaz, V. (2015). Investigating the relationships between service quality dimensions and loyalty of the bank by using servqual and structural equation modeling methods: an implication on students of economics and administrative sciences faculty. Suleyman Demirel University Journal of Faculty of Economics & Administrative Sciences, 20(3).
Arslan, M. & Bulut, S. (2014). Product and service quality as a determinant of customer preference: a comparative mutual /Islamic banks and commercial banks. Journal of Banking and Financial Research, 2, 22-42.
Aydin, N., Delikanli, I. U., Cabukel, R., Erdal, L., Erdal, F. & Ergec, E. H. (2012). Introduction to banking and insurance. Eskisehir, Anadolu University Publications.
Aydin, S. and Ozer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Babuscu, S. & Hazar, A. (2016). General banking information. ISBN: 978-605-9048-49-1, Akademi Consulting & Training Publications, Ankara.
Back, K. J. & Parks, S. C. (2003). A brand loyalty model involving cognitive, affective, and conative brand loyalty and customer satisfaction. Journal of Hospitality & Tourism Research, 27(4), 419-435.
Bashir, M. S. (2013). Analysis of customersatis faction with the Islamic banking sector: case of Brunei Darussalam. Asian Journal of Business and Management Sciences, 2(10), 38-50.
Bird, M., Channon, C. & Ehrenberg, A. S. C. (1970). Brand image and brand usage. Journal of Marketing Research, 7(3), 307-314.
Bloemer, J. & De Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499-513.
Bulbul, H., Akin, M., Demirer, O. & Dogan, İ. (2012). The impact of service quality on customer satisfaction and repurchase intention in the Turkish banking sector: an analysis using structural equation modeling. Dogus University Journal, 13(1).
Caruana, A. (2002). Service loyalty: the effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828.
Chen, Y. S. (2009). The drivers of green brand equity: green brand image, green satisfaction, and green trust. Journal of Business Ethics, 93(2), 307-319.
Demirel, Y. (2007). The impact of customer relationship management on customer loyalty in Turkish banking sector. Kocaeli University Journal of Social Sciences, (13)1:56-81.
Demirhan, A. (2009). The analyses of sector share change of the banks by panel data model with qualitative dependent variable. Management Journal, Istanbul University, Graduate School of Business, 20 (64), s.78-97.
Dobni, D. & Zinkhan, G.M. (1990). In search of brand image: a foundation analysis. Advances in Consumer Research, 17(1), 110-119.
Dogan, S. Y. & Varinli, I. (2010). Social responsibility concept and institutional image relation in managements: a research intended for bank clients. AİBÜ-İİBF Economic and Social Research Journal. 6(2), 1-26.
Dursun, I., Kabadayi, E. T., Alan, A. K. & Sezen, B. (2011). Store brand purchase intention: effects of risk, quality, familiarity and store brand shelf space. Procedia-Social and Behavioral Sciences, 24, 1190-1200.
Ercis, A., Unal, S., Candan, F. B. & Yildirim, H. (2012). The effect of brand satisfaction, trust and brand commitment on loyalty and repurchase intentions. Procedia-Social and Behavioral Sciences, 58, 1395-1404.
Gencturk, M. & Cobankaya, F. T. (2015). Determination of level of awareness in the region west Mediterranean of participation banks. Bankacilar Journal, (93), 82-105.
Ghassan, F. & Khairi, M. (2013). Customer awareness and satisfaction of Islamic retail products in Kuwait. Research Journal of Finance and Accounting, 4(17), 36-54.
Hellier, P. K., Geursen, G. M., Carr, R. A. & Rickard, J. A. (2003). Customer repurchase intention: a general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800.
Islam, S. & Ali, M. B. (2011). Measuring service quality of banks: an empirical study. Research Journal of Finance And Accounting, 2(4), 74-85.
Kalyoncuoglu, S. & Faiz, F. (2016). The effect of service quality on corporate image: a study of public and private commercial banks. Marketing and Marketing Research Journal, Volume: 17, July 2016, pp. 67-103.
Kaytanci, B. G., Ergec, E. H. & Toprak, M. (2013). Satisfactions of Islamic Banks’ costumers: the case of Turkey. In International Conference on Eurasian Economies (pp. 801-811).
Keller, K. L. (1993). Conceptualizing, measuring and managing customer-based brand equity. Journal of Marketing, 57(January), 1-22.
Keller, K. L. (2001). Building customer-based brand equity: a blue print for creating strong brands (pp. 68-72). Cambridge, MA: Marketing Science Institute.
Kent, R. J. & Allen, C. T. (1994). Competitive interference effects in consumer memory for advertising: the role of brand familiarity. The Journal of Marketing, pp. 97-105.
Khattak, N. A. & Rehman, K. (2010). Customer satisfaction and awareness of Islamic banking system in Pakistan. African Journal of Business Management, 4(5), 662.
Lai, F., Griffin, M. & Babin, B. J. (2009). How quality, value, image and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980-986.
Lam, S. Y., Shankar, V., Erramilli, M. K. & Murthy, B. (2004). Customer value, satisfaction, loyalty and switching costs: an illustration from a business-to-business service context. Journal of The Academy of Marketing Science, 32(3), 293-311.
Lau, M. M., Cheung, R., Lam, A. Y. & Chu, Y. T. (2013). Measuring service quality in the banking industry: a Hong Kong based study. Contemporary Management Research, 9(3), 263.
Martenson, R. (2007). Corporate brand image, satisfaction and store loyalty: a study of the store as a brand, store brands and manufacturer brands. International Journal of Retail and Distribution Management, 35(7), 544-555.
Naser, K., Al Salem, A. & Nuseibeh, R. (2013). Customers awareness and satisfaction of Islamic banking products and services: evidence from the Kuwait finance house (Note 1). International Journal of Marketing Studies, 5(6), 185.
Naser, K., Jamal, A. & Al-Khatib, K. (1999). Islamic banking: a study of customer satisfaction and preferences in Jordan. International Journal of Bank Marketing, 17(3), 135-151.
Okumus, H. S. (2015). Customers’ bank selection, awareness and satisfaction in Islamic banking: evidence from Turkey. International Journal of Business and Social Science. 6 (4), 41-54.
Oliver, R.L. (1999). Whence customer loyalty?. Journal of Marketing, Special Issue, Vol. 63, pp. 33-44.
Ozbek, V. & Kulahli, A. (2016a). The effect of consumer involvement on customer satisfaction: a study on university students. Abant İzzet Baysal University Social Science Enstitute Journal, 4(16), 111-130.
Ozbek, V. & Kulahli, A. (2016b). The effect of consumer involvement on brand loyalty: a study on smart phone products. Journal of Management, Marketing and Logistic, Volume:3, Issue:4, ISSN 2148-6670.
Ozsoy, İ., Gormez, B. & Mekik, S. (2013). Reasons for preference of participatory banks in Turkey: an empirical investigation. Management and Economy Journal, 20(1), 187-206.
Ozulucan, A. & Deran, A. (2009). Comparison of participation banking and traditional banking on the perspective of banking services and accounting applications. Mustafa Kemal University Social Science Enstitute Journal, 6(11).
Palumbo, F. & Herbig, P. (2000). The multicultural context of brand loyalty. European Journal of Innovation Management, Vol. 3, No. 3, pp. 116-124.
Park, S. H. (2009). The antecedents and consequences of brand image: based on Keller’s Customer-Based Brand Equity (Doctoral Dissertation, The Ohio State University).
Parlakkaya, R. & Curuk, S. A. (2011). Using financial ratios to distinguish between participation and conventional banks: a case study of Turkey. Ege Akademik Bakis, 11(3), 397-405.
Participatory Banks 2015, Participation Banks Association of Turkey, (http://www.tkbb.org.tr/Documents/ Yonetmelikler/KATILIM_2015_TR_final.pdf)
Pehlivan, P. (2016). The participation banking in Turkey and its importance in banking sector. The Journal of Social Economic Research, (31), 296-324.
Saini, Y., Bick, G. & Abdulla, L. (2011). Consumer awareness and usage of Islamic banking products in South Africa. South African Journal of Economic and Management Sciences, 14(3), 298-313.
Sakarya, B. & Kaya, Y. T. (2013). Performance differentiation between participation (Islamic) banks and deposit banks in Turkey. In EY International Congress on Economics I (EYC2013), October 24-25, 2013, Ankara, Turkey (No. 215), EkonomikYaklasim Association.
Saleem, S., Rahman, S. U. & Umar, R. M. (2015). Measuring customer based beverage brand equity: investigating the relationship between perceived quality, brand awareness, brand image and brand loyalty. International Journal of Marketing Studies, 7(1), 66.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35.
Sivadas, E. & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail and Distribution Management, 28(2), 73-82.
Sondoh, S. L., Omar, M. W., Wahid, N. A., Ismail, I. & Harun, A. (2007). The effect of brand image on overall satisfaction and loyalty intention in the context of color cosmetic. Asian Academy of Management Journal, 12(1), 83-107.
Tara, N., Irshad, M., Khan, M. R., Yamin, M. & Rizwan, M. (2014). Factors influencing adoption of Islamic banking: a study from Pakistan. Journal of Public Administration and Governance, 4(3), 352-367.
Tolba, A. H. (2011). The impact of distribution intensity on brand preference and brand loyalty. International Journal of Marketing Studies, 3(3), 56.
Tu, Y. T., Wang, C. M. & Chang, H. C. (2012). Corporate brand image and customer satisfaction on loyalty: an empirical study of Starbucks Coffee in Taiwan. Journal of Social and Development Sciences, 3(1), 24-32.
Uyan, U. (2005). Interest-free banking in private finance institutions, participatory bank, world and Turkey. Istanbul: Participation Banks Association of Turkey.
Walter, N., Cleff, T. & Chu, G. (2013). Brand experience’s influence on customer satisfaction and loyalty: a mirage in marketing research. International Journal of Management Research and Business Strategy, 2(1), 130-144.
Yildirim, I. & Cakar, R. (2016). A study on the factors influencing the preference of Islamic banking. In Global Business Research Congress (GBRC) (pp. 552-563).
Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 31-46.
http://www.bddk.org.tr
http://www.tkbb.org.tr.

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Details

Primary Language	English
Journal Section	Articles
Authors	H. Huseyin Yildirim 0000-0002-5840-8418 M. Emin Akkilic 0000-0002-3888-6025 M. Selim Dikici 0000-0001-7937-7772
Publication Date	July 15, 2018
Published in Issue	Year 2018 Volume: 7 Issue: 2

Cite

APA	Yildirim, H. H., Akkilic, M. E., & Dikici, M. S. (2018). DETERMINING LEVELS OF CUSTOMER LOYALTY TOWARDS COMMERCIAL BANKS AND PARTICIPATORY BANKS. Journal of Business Economics and Finance, 7(2), 164-177. https://doi.org/10.17261/Pressacademia.2018.839

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