An applied study on the customer retention dynamics of organized ready-to-wear textiles retailers in real and virtual markets in Turkey

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dc.authorid0000-0003-1185-4397
dc.authorid0000-0003-4019-0219
dc.contributor.authorYılmaz, Kemal Özkanen_US
dc.contributor.authorFerman, Muraten_US
dc.date.accessioned2023-02-02T08:54:36Z
dc.date.available2023-02-02T08:54:36Z
dc.date.issued2017-12-30
dc.departmentIşık Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümüen_US
dc.departmentIşık University, Faculty of Economics and Administrative Sciences, Department of Managementen_US
dc.description.abstractPurpose - 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.en_US
dc.description.versionPublisher's Versionen_US
dc.identifier.citationYılmaz, K. Ö. & 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. doi:10.17261/Pressacademia.2017.726en_US
dc.identifier.endpage383
dc.identifier.issn2148-6670
dc.identifier.issue4
dc.identifier.startpage366
dc.identifier.urihttps://hdl.handle.net/11729/5329
dc.identifier.urihttp://dx.doi.org/10.17261/Pressacademia.2017.726
dc.identifier.volume4
dc.institutionauthorYılmaz, Kemal Özkanen_US
dc.institutionauthorFerman, Muraten_US
dc.institutionauthorid0000-0003-1185-4397
dc.institutionauthorid0000-0003-4019-0219
dc.language.isoenen_US
dc.peerreviewedYesen_US
dc.publicationstatusPublisheden_US
dc.publisherPressAcademiaen_US
dc.relation.journalJournal of Management Marketing and Logisticsen_US
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanı ve Öğrencien_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectCustomer retentionen_US
dc.subjectCustomer satisfactionen_US
dc.subjectTrusten_US
dc.subjectCorporate imageen_US
dc.subjectOrganized ready-to-wear textile retailers in Turkeyen_US
dc.titleAn applied study on the customer retention dynamics of organized ready-to-wear textiles retailers in real and virtual markets in Turkeyen_US
dc.typeArticleen_US
dspace.entity.typePublication

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