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Investigation of the Factors Affecting Loyalty to Organization through The Structural Equation Modeling- Example from Private and Public Banks


  • Veysel Yilmaz
  • H.Eray Celik
  • Erdogan H.Ekiz

    () (Eskisehir Osmangazi University
    Eskisehir Osmangazi University
    Cyprus International University)


This study is designed to find out the relationship between public and private bank customers’service quality perceptions and their loyalty to their banks through the use of a research model. To serve this purpose, 250 public and 100 private bank customers are requested to fill out a 37-item questionnaire. Empirical results revealed that while responsiveness and reliability are perceived to be the most influential factors increasing loyalty to the public banks, empathy and reliability are reported in the private banks. Discussion of the results, implications to the bank managers are also presented.

Suggested Citation

  • Veysel Yilmaz & H.Eray Celik & Erdogan H.Ekiz, 2006. "Investigation of the Factors Affecting Loyalty to Organization through The Structural Equation Modeling- Example from Private and Public Banks," Anadolu University Journal of Social Sciences, Anadolu University, vol. 6(2), pages 171-184, December.
  • Handle: RePEc:and:journl:v:6:y:2006:i:2:p:171-184

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    References listed on IDEAS

    1. Boselie, J.P.P.E.F. & van der Wiele, A., 2001. "Employee Perceptions of HRM and TQM and the Effects on Satisfaction and INtention to Leave," ERIM Report Series Research in Management ERS-2001-42-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
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    More about this item


    Bank Customers; Satisfaction; Loyalty to Bank; Structural Equation Model; Lisrel.;

    JEL classification:

    • G20 - Financial Economics - - Financial Institutions and Services - - - General


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