Sürdürülebilir Kalkınma Amaçları
Yayınlar
- MakaleYalnız künye2009The effect of relational bonding strategies on consumer loyalty in banks
Er, Bünyamin; Cengiz, Ekrem
In this research, It is aimed to explain the relationships among relational bonds, customer values, and customer loyalty in the banking industry. Data were obtained from a sample of 236 bank customers with random sampling method. As a result, It is found that all of the relational bonds (social bonds, financial bonds and structural bonds) have strong effect on customer loyalty indirectly via mediator factors (hedonic value and utilitarian value). Mediator factor (hedonic value and utilitarian value) have also affect customer loyalty positively and directly. Beside this, financial bonds affect utilitarian value, social bonds influence hedonic value and structural bonds affect both hedonic value and utilitarian value directly and positively. So seven hypothesis constructed have been accepted.