İlişkisel ve Teknolojik Kaynakların E-Sadakat Üzerine Etkisi: Kamu ve Özel Banka Müşterileri Üzerinde Bir İnceleme
The Impact of Relational and Technological Resources on E-Loyalty: A Study on Public and Private Bank Customers

Summary/Abstract: Purpose – This research; The aim of the study was to investigate the effects of relational and technological resources on e-loyalty among private and public bank employees. Design/methodology/approach – The questionnaire prepared in line with the objective was applied to 226 commercial customers receiving service from private and public banks in Niğde city center in 2019. The data obtained were analyzed in computer environment. The relationship between relational and technological resources and e-loyalty was analyzed by correlation analysis and the effect of relational and technological resources on e-loyalty was analyzed by regression analysis. In addition, the perceived level of offline service quality, e-service quality, satisfaction from e-services, reliability and loyalty (relational and technological resources) and e-loyalty levels of the bank's services according to the ownership status of the bank (Private and Public) differentiation status of independent groups t- test.

• Details
• Contents