The impact of service quality on customer satisfaction and repurchase intention in the turkish banking sector: an analysis using structural equation modeling

Bu çalışma Türkiye’de özel bankalar tarafından sunulan hizmetlerin kalitesine yönelik müşteri beklentilerini ve algılarını değerlendirmeyi ve yapısal eşitlik modeli ile banka hizmet kalitesi, müşteri tatmini ve tekrar satın alma niyeti arasındaki ilişkiyi incelemeyi amaçlamaktadır. Araştırmada veri SERVQUAL ölçeği kullanılarak dünyanın en değerli 100 banka markası arasında yer alan özel bir bankanın 500 müşterisinden yüz yüze anket yöntemi ile toplanmıştır. Analiz sonuçları müşterilerin hizmet kalitesi algılamalarının beklentilerinin altında kaldığını ve en büyük farkın yanıt verebilirlik en küçük farkın ise somutluk boyutunda olduğunu ortaya koymaktadır. Ayrıca, kaliteli hizmet sunumunun müşterinin hizmeti tekrar satın alma niyetini doğrudan etkilemediği, buna karşın, müşteri tatminini artırarak müşterinin tekrar satın alma niyetini dolaylı ve güçlü bir şekilde etkilediğini göstermektedir. Bu sonuç müşteri tatmininin tekrar satın alma niyetine aracılık ettiğini doğrulamaktadır.The aim of this paper is two-fold: firstly, to assess customers’ expectations and perceptions towards the quality of services provided by private banks in Turkey and, secondly, to investigate the relationships between service quality, satisfaction, and repurchase intention for bank customers through a structural equation model. Data were collected by face to face interviews with 500 customers of a private bank listed in world’s most valuable 100 banking brands using the SERVQUAL method. Results revealed that customers’ perceptions of service quality fell short of their expectations, with the responsiveness dimension having the largest gap and the tangibles dimension having the smallest gap. Moreover, although the service quality did not have a direct effect on customer repurchase intention, it did have an indirect influence on customer repurchase intention via customer satisfaction. Results confirmed the mediator effect of customer satisfaction

OLPT CONDUCTIVITY IN WOLLASTONITE INLAID NR/SBR TYPE ELASTOMER BASED MATERIAL

The electrical properties of wollastonite inlaid NR/SBR type elastomer based material have been evaluated. Electrical properties of the samples were measured in the temperature range of 303 to 453 K and the frequency range of 100 Hz – 40 MHz. All electrically measured parameters were given anomalies at 385 K. Only one type of dielectric relaxation process have been observed for all measurements. Physical parameters characterizing the dielectric behavior have been obtained by fitting the experimental results in the modified Debye equation. The activation energy which is thermally activated by dielectric relaxation process have been calculated to be 0.58 eV. DC conductivity increasing by temperature has been explained with the help of VFT model whereas the AC one has been clarified by the OLPT model

Preservice teachers’ Internet addiction in terms of gender, Internet access, loneliness, and life satisfaction

Abstract The aim of this study is to investigate pre-service teachers' Internet addiction in terms of gender, Internet accessibility, loneliness and life satisfaction. Statistical analyses were completed on the data by the 247 preservice teachers that filled the surveys completely. According to findings, pre-service teachers' level of loneliness and Internet addiction scores is low while their life satisfaction scores are high. Male participants are more addicted to the Internet than female participants. Also those, males and females, who had Internet access, had more tendencies to be addicted to the Internet. There is evidence to indicate a positive correlation between loneliness and Internet addiction, and negative correlation between life satisfaction and Internet addiction. Based on the results several different suggestions are made for continuing research in this field

The impact of technology in hotels: A case study of Istanbul and Ankara hotels

[No abstract available

Türk Bankacılık Sektöründe Hizmet Kalitesinin Müşteri Tatmini ve Tekrar Satın Alma Niyeti Üzerine Etkisi: Yapısal Eşitlik Modeli ile Bir İnceleme

The aim of this paper is two-fold: firstly, to assess customers’ expectations and perceptions towards the quality of services provided by private banks in Turkey and, secondly, to investigate the relationships between service quality, satisfaction, and repurchase intention for bank customers through a structural equation model. Data were collected by face to face interviews with 500 customers of a private bank listed in world’s most valuable 100 banking brands using the SERVQUAL method. Results revealed that customers’ perceptions of service quality fell short of their expectations, with the responsiveness dimension having the largest gap and the tangibles dimension having the smallest gap. Moreover, although the service quality did not have a direct effect on customer repurchase intention, it did have an indirect influence on customer repurchase intention via customer satisfaction. Results confirmed the mediator effect of customer satisfaction.Bu çalışma Türkiye’de özel bankalar tarafından sunulan hizmetlerin kalitesine yönelik müşteri beklentilerini ve algılarını değerlendirmeyi ve yapısal eşitlik modeli ile banka hizmet kalitesi, müşteri tatmini ve tekrar satın alma niyeti arasındaki ilişkiyi incelemeyi amaçlamaktadır. Araştırmada veri SERVQUAL ölçeği kullanılarak dünyanın en değerli 100 banka markası arasında yer alan özel bir bankanın 500 müşterisinden yüz yüze anket yöntemi ile toplanmıştır. Analiz sonuçları müşterilerin hizmet kalitesi algılamalarının beklentilerinin altında kaldığını ve en büyük farkın yanıt verebilirlik en küçük farkın ise somutluk boyutunda olduğunu ortaya koymaktadır. Ayrıca, kaliteli hizmet sunumunun müşterinin hizmeti tekrar satın alma niyetini doğrudan etkilemediği, buna karşın, müşteri tatminini artırarak müşterinin tekrar satın alma niyetini dolaylı ve güçlü bir şekilde etkilediğini göstermektedir. Bu sonuç müşteri tatmininin tekrar satın alma niyetine aracılık ettiğini doğrulamaktadır

Türk Bankacılık Sektöründe Hizmet Kalitesinin Müşteri Tatmini ve Tekrar Satın Alma Niyeti Üzerine Etkisi: Yapısal Eşitlik Modeli ile Bir İnceleme

The aim of this paper is two-fold: firstly, to assess customers’ expectations and perceptions towards the quality of services provided by private banks in Turkey and, secondly, to investigate the relationships between service quality, satisfaction, and repurchase intention for bank customers through a structural equation model. Data were collected by face to face interviews with 500 customers of a private bank listed in world’s most valuable 100 banking brands using the SERVQUAL method. Results revealed that customers’ perceptions of service quality fell short of their expectations, with the responsiveness dimension having the largest gap and the tangibles dimension having the smallest gap. Moreover, although the service quality did not have a direct effect on customer repurchase intention, it did have an indirect influence on customer repurchase intention via customer satisfaction. Results confirmed the mediator effect of customer satisfaction.Bu çalışma Türkiye’de özel bankalar tarafından sunulan hizmetlerin kalitesine yönelik müşteri beklentilerini ve algılarını değerlendirmeyi ve yapısal eşitlik modeli ile banka hizmet kalitesi, müşteri tatmini ve tekrar satın alma niyeti arasındaki ilişkiyi incelemeyi amaçlamaktadır. Araştırmada veri SERVQUAL ölçeği kullanılarak dünyanın en değerli 100 banka markası arasında yer alan özel bir bankanın 500 müşterisinden yüz yüze anket yöntemi ile toplanmıştır. Analiz sonuçları müşterilerin hizmet kalitesi algılamalarının beklentilerinin altında kaldığını ve en büyük farkın yanıt verebilirlik en küçük farkın ise somutluk boyutunda olduğunu ortaya koymaktadır. Ayrıca, kaliteli hizmet sunumunun müşterinin hizmeti tekrar satın alma niyetini doğrudan etkilemediği, buna karşın, müşteri tatminini artırarak müşterinin tekrar satın alma niyetini dolaylı ve güçlü bir şekilde etkilediğini göstermektedir. Bu sonuç müşteri tatmininin tekrar satın alma niyetine aracılık ettiğini doğrulamaktadır

Oil prices and stock returns : nonlinear links across sectors

We present evidence of an asymmetric relationship between oil prices and stock returns. The two regime multivariate Markov switching vector autoregressive (MSVAR) model allow us to capture the state shifts in the relationship between regional stock markets and sectors. Results suggest that oil price risk is significantly priced in the sample used. The impact is asymmetric with respect to market phases, and regimes have been associated with world economic, social and political events. Our study also suggests asymmetric responses of sector stock returns to oil price changes and different transmission impacts depending on the sector analyzed. There is a high causality from oil to sectors like Industrials and Oil & Gas. Companies inside the Utilities sector were more able to hedge against oil price increases between 2007 and 2012. Historical crisis events between 1992–1998 and 2003–2007 do not seem to have affected the relationship between oil and sector stock returns, given the higher probability of remaining smoother. For all sectors there seems to be a turn back to stability from 2012 onwards. Finally, investors gain more through portfolio diversification benefits built across, rather than within sectors.info:eu-repo/semantics/publishedVersio

Volatility spillovers and cross-hedging between gold, oil and equities: Evidence from the Gulf Cooperation Council countries

The paper examines the return and volatility spillovers between crude oil, gold and equities, and investigates the usefulness of the two commodities in hedging equity portfolios. Using daily data from January 20043 to May 2016 for the Gulf Cooperation Council countries, a DCC-GARCH model is used to estimate dynamic correlations and hedge ratios. We find significant spillovers from oil to equities, highlighting the heavy dependence of the local economies on oil. Moreover, the spillovers of gold on the stock markets are insignificant, suggesting that gold price fluctuations do not necessarily influence equity investment decisions. In the opposite direction, we find that equities do not exert significant influence on the two commodities, which we attribute to the relatively small capitalisation of the exchanges. Our results reveal low dynamic correlations and hedge ratios, with a few spikes during crises, indicating that oil and gold are cheap hedges for stocks, albeit not good ones, while they could be considered as weak safe havens, but at a considerable cost

A retrospective comparison of allogeneic peripheral blood stem cell and bone marrow transplantation results from a single center: A focus on the incidence of graft-vs.-host disease and relapse

To detect the effect of the stem cell source, allogeneic peripheral blood stem cell transplantations (alloPBSCTs) performed between 1995 and 1997 from human leukocyte antigen (HLA)-identical siblings in 40 patients with acute and chronic hematological disorders were compared with a historical group of 40 patients with similar variables who had received allogeneic bone marrow transplants (alloBMTs) between 1993 and 1995. Patients in both groups were identical except that both the recipient and the donor ages were, on average, higher in the alloPBSCT group (26 vs. 36 [p = 0.005] and 27 vs. 32 [p = 0.024], respectively). Patients received similar therapy excluding posttransplant granulocyte colony-stimulating factor administration (97% in alloBMT vs. 12.5% in alloPBSCT). The median time to reach neutrophil counts >0.5×109/L and platelet counts >20×109/L was 13 and 14 days, respectively, in patients receiving alloPBSCTs compared with 19 and 27 days in patients receiving alloBMTs (p = 0.0014 and p = 0.0002). The alloPBSCT group required similar transfusions of red blood cells or platelets. The incidence of grade II-IV acute graft-vs.-host disease (aGVHD) was similar in both groups. However, chronic GVHD (cGVHD) of all grades developed in 78.1% of patients in the alloPBSCT group after a median follow-up period of 12.5 (range 0.5-34) months. In alloBMT recipients, cGVHD of all grades developed in 21.4% after a median follow-up period of 38 (range 0.5-62) months (p = 0.00001). Day 100 transplant-related mortality was also similar: 20% (8 of 40) in the alloBMT patients and 17.5% (7 of 40) in the alloPBSCT group. Although not statistically significant, a relatively higher relapse rate occurred in the alloBMT group (21.4 vs. 10.7%). The estimated disease-free survival in month 24 was 51.3% for alloBMT and 54.6% for alloPBSCT, and the estimated overall survival in month 24 was 56.1% for alloBMT and 64.6% for alloPBSCT. In conclusion, this retrospective comparison suggests that alloPBSCT from HLA-identical donors is associated with faster engraftment, fewer transfusions, and no greater incidence of aGVHD, but a high incidence of cGVHD

Salvage high-dose chemotherapy for children with extragonadal germ-cell tumours

We reviewed the European Group for Blood and Marrow Transplantation (EBMT) experience with salvage high-dose chemotherapy (HDC) in paediatric patients with extragonadal germ-cell tumour (GCT). A total of 23 children with extragonadal GCT, median age 12 years (range 1–20), were treated with salvage HDC with haematopoietic progenitor cell support. The GCT primary location was intracranial site in nine cases, sacrococcyx in eight, retroperitoneum in four, and mediastinum in two. In all, 22 patients had a nongerminomatous GCT and one germinoma. Nine patients received HDC in first- and 14 in second- or third-relapse situation. No toxic deaths occurred. Overall, 16 of 23 patients (70%) achieved a complete remission. With a median follow-up of 66 months (range 31–173 months), 10 (43%) are continuously disease-free. Of six patients who had a disease recurrence after HDC, one achieved a disease-free status with surgical resection followed by chemotherapy and radiotherapy. In total, 11 patients (48%) are currently disease-free. Eight of 14 patients (57%) with extracranial primary and three of nine patients (33%) with intracranial primary GCT are currently disease-free. HDC induced impressive long-term remissions as salvage treatment in children with extragonadal extracranial GCTs. Salvage HDC should be investigated in prospective trials in these patients