CONSUMER SWITCHING BEHAVIOR IN BANKING INDUSTRY: CAN CONSUMER BASE BE PURCHASED, OR EARNED?

Year 2019, Issue: 22, 163 - 178, 01.01.2019

Mehmet Özer Demir , Zuhal Gök Demir

https://doi.org/10.18092/ulikidince.399671

Abstract

Loyalty membership programs are widely used as a
strategical tool in banking. In the paper a unique loyalty membership program
in Turkey in which consumers are offered cash in order to convince them to
switch their financial service provider, bank, is studied. Literature supports
evidence for relationships between switching barriers and intention to switch,
however literature lacks studies testing the assumptions of
theories on consumer loyalty in specific industries. Exploratory in nature, the study tests the
literature supported relationships based on a real life case. The paper aims to
enligthen whether the consumers’ loyalty can be bougth with cash and other
provided benefits to make customers switch their current service provider into
new account after a special loyalty membership program offered for an
organization’s employees. The purpose of the paper is to research effects of
switching barriers on intention to switch in order to understand whether
consumer base can be purchased, or consumers are earned. Structural Equation
Modeling is performed with the data collected from a survey of 212 employees of
an organization. The results suggest that, in banking sector, imitable
switching barriers are not useful against switching intentions.

Keywords

Switching Barriers, SEM, Banking, Loyalty Membership Programs

CONSUMER SWITCHING BEHAVIOR IN BANKING INDUSTRY: CAN CONSUMER BASE BE PURCHASED, OR EARNED?

Abstract

Sık kullanıcı programları bankacılık sektöründe yaygın
olarak kullanılan stratejik bir araçtır. Çalışmada tüketicilerin mevcut
finansal hizmet sağlayıcıları bankayı değiştirmelerine ikna emek amacıyla nakit
paranın teklif edildiği Türkiye’ye özel bir sık kullanıcı programı
incelenmiştir. Yazında değiştirme engelleri ile değiştirme niyeti arasında
ilişki olduğu belirtilmiştir, ancak bu ilişkiler sektör spesifik olarak test
edilmemiştir. Keşfedici araştırma yapısında tasarlanan çalışmada literatür
tarafından önerilen ilişkiler gerçek hayat vakası üzerinden test edilmiştir.
Çalışmanın amacı tüketicilerin sadakatinin nakit para ve tüketicilere sunulan
diğer faydalar ile satın alınıp alınamayacağını, bir örgütün çalışanlarına
teklif edilen belirli bir sık kullanıcı programı sonrası tüketicilerin mevcut hizmet
sağlayıcılarını değiştirip yeni bir hesap açıp açmayacaklarını aydınlatmaya
çalışmaktır. Araştırmada tüketici değiştirme engellerinin değitirme niyeti
üzerindeki etkisini inceleyerek tüketici sadakatinin satın mı alındığı yoksa
kazanıldığı mı incelenmiştir. Yapısal eşitlik modellemesi kullanılarak 212
katılımcının yer aldığı veriler incelenmiştir. Araştırma bulguları bankacılık sektöründe
taklit edilebilir değiştirme engellerinin değiştirme niyetini sağlamakta
kullanışlı olmadığını göstermektedir.

Keywords

SEM, Değiştirme Engelleri, Bankacılık, Sık Kullanıcı Programları

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