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Factors impacting customer loyalty in online banking in Turkey
(Işık Üniversitesi, 2024-09-15) Alraeai, Zainab; Akseki, Pınar; Işık Üniversitesi, Lisansüstü Eğitim Enstitüsü, Yöneticiler için İşletme Yönetimi Yüksek Lisans Programı; Işık University, School of Graduate Studies, Executive Master of Business Administration
Technology in the recent years has changed how the world conduct banking, online banking has grown a lot in the past years, the number of online users has increased significantly. In a highly competitive environment, ensuring customers loyalty in online banking has become a concern for the bank. The purpose of this thesis is to conclude an understanding how E-service quality, trust and security& privacy impact customer loyalty in an online banking setting in Turkey. To investigate the impact of the independent factors namely E-service quality, Trust and Security& Privacy toward the dependent which is customer’s loyalty. A deductive research approach, an explanatory purpose, and a quantitative research method were used by the researcher; A questionnaire method was employed to collect data from participants in this study with the sample size of (385) using random sampling through customer survey after review of literature, After testing the hypotheses using various techniques, it was found that all variables had a significant positive impact on customer loyalty.