Food in Society and Culture Conference Research across the Social Sciences and the Humanities

Conference Note

ACOST-BENEFIT APPROACH IN DEVELOPMENTOFSERVICE LOYALTY- AN APPLICATION IN THE BANKING SECTOR

As is known, for both of the goods and services, the most determining characteristic of customer loyalty is permanency. Consumers evaluate the service of a company by making a cost-benefit analysis before they become the regular customers of the company. This study aims to investigate both customers’ evaluations of the banking services and the effects of these evaluations on the service loyalty in terms of cost-benefit approach. In the development of service loyalty, the benefit component involves service quality factor, while the cost component involves economic costs, transaction cost and switching costs. With the data obtained from the customers of Trabzon and Ankara branches of a private bank, the roles of both benefit and cost dimensions on service loyalty were explored by regression analysis. Besides, we investigated the type of customer and customer’s residential area creates a statistically significant difference on service loyalty.Service Loyalty, Cost-Benefit Analysis, Service Quality

Weighted Interpretive Structural Modeling for Supply Chain Risk Management: An Application to Logistics Service Providers in Turkey

Background: The aim of this paper is to introduce weighted interpretive structural modeling approach to supply chain risk management efforts by presenting an application to identify micro risks of logistics service providers at the industry level in Turkey. Methods: In this research, eighteen risk factors in the logistics sector have been identified through both literature review and recommendations from a group of academicians and experts in the sector. A survey was conducted to rank these risks. They were further analyzed through a weighted interpretive structural modeling (WISM) approach in order to demonstrate mutual relationships among these risks. Results: Finally, using a WISM approach, an analysis was conducted to identify the driving and dependence power of the risk factors. This study covers a variety of micro-risk factors of logistics service providers and demonstrates the relationships among them and clusters them based on their driving and dependence power. Conclusions: Such a clustering of the risk factors helps us identify those that affect the others and are of paramount importance in risk management and mitigation