Research Article
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Year 2017, Volume: 4 Issue: 4, 366 - 383, 30.12.2017
https://doi.org/10.17261/Pressacademia.2017.726

Abstract

References

  • Aflaki, S. and Popescu, I., 2013. Managing Retention in Service Relationships. Faculty & research Working Paper. [pdf] Insead. Avaliable through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer/pdfviewer?vid=8&sid=f6c6f6cf-282f-4327-ab18f946a552abe6%40sessionmgr4010> [Accessed 1 February 2014].
  • Akbar, M.M., 2013. Three Competing Models on Customer Loyalty in the Context of Mobile Subscribers. International Journal of Marketing Studies, Vol. 5, No. 4, pp.42-58. http://dx.doi.org/10.5539/ijms.v5n4p42
  • Anderson, J.C. and Narus, J.A. 1998. Business marketing: understand what customers value. [pdf] Harvard Business Review. Available through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer/pdfviewer?vid=10&sid=f6c6f6cf-282f-4327-ab18f946a552abe6%40sessionmgr4010> [Accessed 12 July 2014].
  • Barich, H., P. Kotler., 1991. A Framework for Marketing Image Management, Sloan Management Review, [e-journal] Winter. Avaliable through: Isik University Library website <http://sloanreview.mit.edu/article/a-framework-for-marketing-image-management/> [Accessed 12 March 2013].
  • Bitner, M.J., 1992. Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, [e-journal] 56 (April). Available through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer/pdfviewer?vid=0&sid=cd19275c3c15-4781-9bf2-%40sessionmgr4006> [Accessed 10 February 2013].
  • Brady, M.K., Cronin, Jr.J.J., 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. The Journal of Marketing, Vol. 65, No. 3, pp. 34-49. [online] Available at: <https://www.iei.liu.se/fek/frist/722g60/gruppernas_artiklar_och_presentationer/1.149935/Artikeltillseminarie2gruppB2.pdf> [Accessed 10 May 2014].
  • Daughtrey, C.L., Vowles, N.S. and Black, G.S., 2013. The Effects of Membership and Demographics on Consumer Satisfaction and Loyalty in Service Organizations, Services Marketing Quarterly, [e-journal] 34:4, pp.292-308. http://dx.doi.org/10.1080/15332969.2013.827066.
  • Durmuş, B., Yurtkoru, S. and Çinko, M., 2011. Sosyal Bilimlerde SPSS’le Veri Analizi. 4. Baskı. İstanbul: Beta Yayıncılık.
  • Fukuyama, F., 1995. Trust: The social virtues and the creation of prosperity. New York: The Free Press.
  • Gan, C., Cohen, D., Clemes, M., and Chong, E., 2006. A Survey of Customer Retention in the New Zealand Banking Industry, Banks and Bank Systems, Volume 1, Issue 4, pp.83-99.[online] Available at: <https://webcache.googleusercontent.com/search?q> [Accessed 7 October 2012].
  • Gustafsson, A., Johnson, M.D., and Roos, I., 2005. The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of Marketing, Vol. 69, October 2005, pp.210-218. Available through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer/pdfviewer?vid=65&sid=f6c6f6cf-282f-4327-ab18-f946a552abe6%40sessionmgr4010> [Accessed 9 June 2013]
  • Hair, J., Anderson, R.E., Tahtam, R.L., and Black, W.C., 1998. Multivariate Data Analysis. Upper Saddle River: Fifth Edition, Prentice Hall.
  • Hinterhuber, H. H. and Matzler, K. 1998. How to Make Product Development Projects More Successful by Integrating Kano’s Model of Customer Satisfaction into Quality Function Deployment. Technovation, [e-journal] 18(1), pp.25-37. Available through: Isik University Library website <http://ezp.isikun.edu.tr:2163/S0166497297000722/1-s2.0-S0166497297000722-main.pdf?_tid=445eb290-730e-11e7a658-00000aacb35f&acdnat=1501189257_0dc0f754f4749812cd70f4fd3759a7cb> [Accessed 23 January 2013]
  • Kotler, P., 2003. Marketing Management, 11th ed., Upper Saddle River, NJ: Pearson Education International.
  • Kotler, P. and Keller, K.L., 2006. Marketing Management, 11th ed., Upper Saddle River, NJ: Prentice Hall.
  • McIlroy, A. and Barnett, S., 2000. Building customer relationships: do discount cards work?. Managing Service Quality: An International Journal, [e-journal] Vol. 10 Issue: 6, pp.347-355. https://doi.org/10.1108/09604520010351491.
  • Nguyen, N., Leclerc, A., and LeBlanc, G., 2013. The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management, [e-journal] Vol. 6, pp. 96-109. http://dx.doi.org/10.4236/jssm.2013.61010
  • Nikhashemi, S.R., Paim, L., Haque, A., Khatibi, A., and Tarofder, A.K., 2013. Internet Technology, Crm and Customer Loyalty: Customer Retention and Satisfaction Perspective. Middle-East Journal of Scientific Research, [e-journal] Vol. 14 (1), pp.79-92. http://dx.doi.org /10.5829/idosi.mejsr.2013.14.1.1984
  • Nunnally, J., 1979. Psychometric Theory. New York: McGraw Hill.
  • O’Malley, L., Tynan C., 2000. Relationship marketing in consumer markets; rhetoric or reality?. European Journal of Marketing, [online] Vol. 34, No.7, 2000, pp. 797–815. Available at: <http://www.emeraldinsight.com_Insight_ViewContentServlet_FilenamePublished_EmeraldFullTextArticle_Pdf_0070340703.pdf> [Accessed 17 March 2014]
  • Pepić, O., and Duman, T., 2015. Use of Customer Relationship Management (CRM) to achieve marketing goals in companies from Bosnia and Herzegovina. International Conference on Economic and Social Studies, Regional Economic Development - Business Perspectives, Vol.2 No.2, pp. 225-230, ISSN: 2303-4564, [online] Available at: <http://acikerisim.bingol.edu.tr:8080/xmlui/bitstream/handle/11472/683/ICESoS'15%20-Proceedings%20%20Book,%20ss.%20252258.pdf?sequence=1#page=225> [Accessed 22 October 2015].
  • Potter‐Brotman, J., 1994. The New Role of Service in Customer Retention. Managing Service Quality: An International Journal, [e-journal] Vol. 4 Issue: 4, pp.53-56. http://dx.doi.org/10.1108/09604529410065298
  • Preikschas, M.W., Cabanelas, P., Rüdiger, K., Lampón, J.F., 2017. Value co-creation, dynamic capabilities and customer retention in industrial markets. Journal of Business & Industrial Marketing, [e-journal] Vol. 32 Issue: 3, pp.409-420. http://dx.doi.org/10.1108/JBIM-102014-0215
  • Ranaweera, C., and Neely, A., 2003. The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Operations and Production Management, [e-journal] Vol. 23, No.4, pp.230-248. https://doi.org/10.1108/09564230310489231.
  • Ranaweera, C., and Prabhu, J., 2003. The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, [e-journal] vol.14, no.4, pp.374-395. http://dx.doi.org/10.1108/09564230310489231.
  • Reichheld, F. F., and Sasser, W.E., 1990. Zero Defections: Quality Comes to Services, Harvard Business Review, [e-journal]. Available through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer> [Accessed 11 February 2015].
  • Rust, R. and Zahorik, A., 1993. Customer Satisfaction, Customer Retention and Market Share. Journal of Retailing, [online] Vol. 69, No. 2, pp. 193-215. Available at: <http://dina.com.cn/news/UploadFiles/t8.pdf> [Accessed 12 March 2014].
  • Shahin, A., n.d. SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services. [online] Available at: <http://nassar2000.tripod.com/services2007/119.pdf> [Accessed 20 January 2014].
  • Wayland, R.E. and Paul M.C., 1997. Customer Connections: New Strategies for Growth. Boston: Harvard Business School Press.
  • Wu, H.H., Tang, Y.T., and Shyu, J.W., 2010. An integrated approach of Kano’s model and Importance-Performance Analysis in identifying key success factors. African Journal of Business Management, [online] Vol. 4(15), pp. 3238-3250, Available at: <http://www.academicjournals.org/AJBM> [Accessed 29 December 2014].
  • Yüksel, A.H., 2017. Innoveadership: Marrying Strategic Leadership with Complexity. In: W.C.X. Wang, ed. 2017. Encyclopedia of Strategic Leadership and Management. Hershey PA: IGI Global. pp.282-295.
  • Zeithaml, V. A. and Bitner, M. J., 2000. Services Marketing: Integrating Customer Focus Across the Firm. 2nd ed. NJ: McGraw-Hill.

AN APPLIED STUDY ON THE CUSTOMER RETENTION DYNAMICS OF ORGANIZED READY-TO-WEAR TEXTILES RETAILERS IN REAL AND VIRTUAL MARKETS IN TURKEY

Year 2017, Volume: 4 Issue: 4, 366 - 383, 30.12.2017
https://doi.org/10.17261/Pressacademia.2017.726

Abstract

Purpose - This
descriptive field study aims to reveal customer retention strategy formulation
insights among top level marketing professionals of the organized ready-to-wear
textiles retailers, who are members of United Brands Association (BMD) both
active in off-line and online channels, in the Turkish market. 

Methodology
-
Regarding the literature review conducted a research model with seven
variables was proposed, and depending on the proposed research model, six
hypotheses were formulated. The research is conducted by a questionnaire which
has been applied on-line, by e-mail, post; which is designed specifically to
test the proposed relationships, namely the hypotheses constructed. Factor
analysis has been conducted to reveal the dimensionality of the variables in
the research model. In this regard, principle component analysis using Varimax
rotation was performed and the reliabilities of the scales have been assessed
by alpha coefficient. Depending on the results of the factor analysis,
correlation and regression analyses have been used to test the hypotheses of
the study.

Findings - Results
indicate that perceived product quality, service support and complaint handling,
customer experience and suggestions provided and perceived price fairness have
significant and positive effects on customer satisfaction. Furthermore,
customer satisfaction, trust towards service provided, trust towards company
and brand, corporate reputation and corporate social responsibility have
significant and positive effects on customer retention. 

Conclusion -
The outcomes and findings of the study were found to support the
objectives of the study and the results of the statistical analysis were found
to accept hypotheses of the study. Perceived product quality, perceived service
quality, perceived price fairness, trust and corporate image are some vital
challenges for customer retention.









 

References

  • Aflaki, S. and Popescu, I., 2013. Managing Retention in Service Relationships. Faculty & research Working Paper. [pdf] Insead. Avaliable through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer/pdfviewer?vid=8&sid=f6c6f6cf-282f-4327-ab18f946a552abe6%40sessionmgr4010> [Accessed 1 February 2014].
  • Akbar, M.M., 2013. Three Competing Models on Customer Loyalty in the Context of Mobile Subscribers. International Journal of Marketing Studies, Vol. 5, No. 4, pp.42-58. http://dx.doi.org/10.5539/ijms.v5n4p42
  • Anderson, J.C. and Narus, J.A. 1998. Business marketing: understand what customers value. [pdf] Harvard Business Review. Available through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer/pdfviewer?vid=10&sid=f6c6f6cf-282f-4327-ab18f946a552abe6%40sessionmgr4010> [Accessed 12 July 2014].
  • Barich, H., P. Kotler., 1991. A Framework for Marketing Image Management, Sloan Management Review, [e-journal] Winter. Avaliable through: Isik University Library website <http://sloanreview.mit.edu/article/a-framework-for-marketing-image-management/> [Accessed 12 March 2013].
  • Bitner, M.J., 1992. Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, [e-journal] 56 (April). Available through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer/pdfviewer?vid=0&sid=cd19275c3c15-4781-9bf2-%40sessionmgr4006> [Accessed 10 February 2013].
  • Brady, M.K., Cronin, Jr.J.J., 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. The Journal of Marketing, Vol. 65, No. 3, pp. 34-49. [online] Available at: <https://www.iei.liu.se/fek/frist/722g60/gruppernas_artiklar_och_presentationer/1.149935/Artikeltillseminarie2gruppB2.pdf> [Accessed 10 May 2014].
  • Daughtrey, C.L., Vowles, N.S. and Black, G.S., 2013. The Effects of Membership and Demographics on Consumer Satisfaction and Loyalty in Service Organizations, Services Marketing Quarterly, [e-journal] 34:4, pp.292-308. http://dx.doi.org/10.1080/15332969.2013.827066.
  • Durmuş, B., Yurtkoru, S. and Çinko, M., 2011. Sosyal Bilimlerde SPSS’le Veri Analizi. 4. Baskı. İstanbul: Beta Yayıncılık.
  • Fukuyama, F., 1995. Trust: The social virtues and the creation of prosperity. New York: The Free Press.
  • Gan, C., Cohen, D., Clemes, M., and Chong, E., 2006. A Survey of Customer Retention in the New Zealand Banking Industry, Banks and Bank Systems, Volume 1, Issue 4, pp.83-99.[online] Available at: <https://webcache.googleusercontent.com/search?q> [Accessed 7 October 2012].
  • Gustafsson, A., Johnson, M.D., and Roos, I., 2005. The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of Marketing, Vol. 69, October 2005, pp.210-218. Available through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer/pdfviewer?vid=65&sid=f6c6f6cf-282f-4327-ab18-f946a552abe6%40sessionmgr4010> [Accessed 9 June 2013]
  • Hair, J., Anderson, R.E., Tahtam, R.L., and Black, W.C., 1998. Multivariate Data Analysis. Upper Saddle River: Fifth Edition, Prentice Hall.
  • Hinterhuber, H. H. and Matzler, K. 1998. How to Make Product Development Projects More Successful by Integrating Kano’s Model of Customer Satisfaction into Quality Function Deployment. Technovation, [e-journal] 18(1), pp.25-37. Available through: Isik University Library website <http://ezp.isikun.edu.tr:2163/S0166497297000722/1-s2.0-S0166497297000722-main.pdf?_tid=445eb290-730e-11e7a658-00000aacb35f&acdnat=1501189257_0dc0f754f4749812cd70f4fd3759a7cb> [Accessed 23 January 2013]
  • Kotler, P., 2003. Marketing Management, 11th ed., Upper Saddle River, NJ: Pearson Education International.
  • Kotler, P. and Keller, K.L., 2006. Marketing Management, 11th ed., Upper Saddle River, NJ: Prentice Hall.
  • McIlroy, A. and Barnett, S., 2000. Building customer relationships: do discount cards work?. Managing Service Quality: An International Journal, [e-journal] Vol. 10 Issue: 6, pp.347-355. https://doi.org/10.1108/09604520010351491.
  • Nguyen, N., Leclerc, A., and LeBlanc, G., 2013. The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management, [e-journal] Vol. 6, pp. 96-109. http://dx.doi.org/10.4236/jssm.2013.61010
  • Nikhashemi, S.R., Paim, L., Haque, A., Khatibi, A., and Tarofder, A.K., 2013. Internet Technology, Crm and Customer Loyalty: Customer Retention and Satisfaction Perspective. Middle-East Journal of Scientific Research, [e-journal] Vol. 14 (1), pp.79-92. http://dx.doi.org /10.5829/idosi.mejsr.2013.14.1.1984
  • Nunnally, J., 1979. Psychometric Theory. New York: McGraw Hill.
  • O’Malley, L., Tynan C., 2000. Relationship marketing in consumer markets; rhetoric or reality?. European Journal of Marketing, [online] Vol. 34, No.7, 2000, pp. 797–815. Available at: <http://www.emeraldinsight.com_Insight_ViewContentServlet_FilenamePublished_EmeraldFullTextArticle_Pdf_0070340703.pdf> [Accessed 17 March 2014]
  • Pepić, O., and Duman, T., 2015. Use of Customer Relationship Management (CRM) to achieve marketing goals in companies from Bosnia and Herzegovina. International Conference on Economic and Social Studies, Regional Economic Development - Business Perspectives, Vol.2 No.2, pp. 225-230, ISSN: 2303-4564, [online] Available at: <http://acikerisim.bingol.edu.tr:8080/xmlui/bitstream/handle/11472/683/ICESoS'15%20-Proceedings%20%20Book,%20ss.%20252258.pdf?sequence=1#page=225> [Accessed 22 October 2015].
  • Potter‐Brotman, J., 1994. The New Role of Service in Customer Retention. Managing Service Quality: An International Journal, [e-journal] Vol. 4 Issue: 4, pp.53-56. http://dx.doi.org/10.1108/09604529410065298
  • Preikschas, M.W., Cabanelas, P., Rüdiger, K., Lampón, J.F., 2017. Value co-creation, dynamic capabilities and customer retention in industrial markets. Journal of Business & Industrial Marketing, [e-journal] Vol. 32 Issue: 3, pp.409-420. http://dx.doi.org/10.1108/JBIM-102014-0215
  • Ranaweera, C., and Neely, A., 2003. The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Operations and Production Management, [e-journal] Vol. 23, No.4, pp.230-248. https://doi.org/10.1108/09564230310489231.
  • Ranaweera, C., and Prabhu, J., 2003. The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, [e-journal] vol.14, no.4, pp.374-395. http://dx.doi.org/10.1108/09564230310489231.
  • Reichheld, F. F., and Sasser, W.E., 1990. Zero Defections: Quality Comes to Services, Harvard Business Review, [e-journal]. Available through: Isik University Library website <http://ezp.isikun.edu.tr:2067/bsi/pdfviewer> [Accessed 11 February 2015].
  • Rust, R. and Zahorik, A., 1993. Customer Satisfaction, Customer Retention and Market Share. Journal of Retailing, [online] Vol. 69, No. 2, pp. 193-215. Available at: <http://dina.com.cn/news/UploadFiles/t8.pdf> [Accessed 12 March 2014].
  • Shahin, A., n.d. SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services. [online] Available at: <http://nassar2000.tripod.com/services2007/119.pdf> [Accessed 20 January 2014].
  • Wayland, R.E. and Paul M.C., 1997. Customer Connections: New Strategies for Growth. Boston: Harvard Business School Press.
  • Wu, H.H., Tang, Y.T., and Shyu, J.W., 2010. An integrated approach of Kano’s model and Importance-Performance Analysis in identifying key success factors. African Journal of Business Management, [online] Vol. 4(15), pp. 3238-3250, Available at: <http://www.academicjournals.org/AJBM> [Accessed 29 December 2014].
  • Yüksel, A.H., 2017. Innoveadership: Marrying Strategic Leadership with Complexity. In: W.C.X. Wang, ed. 2017. Encyclopedia of Strategic Leadership and Management. Hershey PA: IGI Global. pp.282-295.
  • Zeithaml, V. A. and Bitner, M. J., 2000. Services Marketing: Integrating Customer Focus Across the Firm. 2nd ed. NJ: McGraw-Hill.
There are 32 citations in total.

Details

Journal Section Articles
Authors

Kemal Ozkan Yilmaz This is me

Murat Ferman This is me

Publication Date December 30, 2017
Published in Issue Year 2017 Volume: 4 Issue: 4

Cite

APA Yilmaz, K. O., & Ferman, M. (2017). AN APPLIED STUDY ON THE CUSTOMER RETENTION DYNAMICS OF ORGANIZED READY-TO-WEAR TEXTILES RETAILERS IN REAL AND VIRTUAL MARKETS IN TURKEY. Journal of Management Marketing and Logistics, 4(4), 366-383. https://doi.org/10.17261/Pressacademia.2017.726

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