Investigation of satisfaction and trust perceptions of participants in individual retirement system

The Private Pension System has been a system that has been promoted by the regulations and legislation changes recently. As of January 1, 2013, the number of participants in the system has increased day by day, with the state support of 25% over the contribution payments of the participants. When all the applications made to increase the number of participants are examined, it is seen that the system has a solid legislative structure and this creates trust. This trust and the profitability provided by the system can be considered as a very effective factor in creating customer satisfaction. Institutions need to spend much more effort to ensure customer trust and customer satisfaction in order to maintain their existence and profitability. If customer trust and satisfaction are ensured, it will be possible to have a loyal customer base. Today, it has become incomparably more difficult for customers to maintain their business loyalty in the long term. Customer loyalty is a determining criterion in the competition between businesses. Customers with variable tendencies, on the other hand, choose the goods and services that will satisfy them among many alternatives. At this point, the selection criteria also differ. For some, cost, for some, prestige value, for some, for profitability, for some, trust is an effective criterion. At the same time, all these criteria should create customer satisfaction; because only then will loyal customers appear. From this point of view, in this study, the perceptions of trust and satisfaction of the participants of the Private Pension System were examined. In the study, which also deals with the effect of customer trust on customer satisfaction, it was also investigated whether customer trust and customer satisfaction would differ according to demographic characteristics. In the study, in which the quantitative research method was used, primary data were collected with the questionnaire technique. A sample of 384 people in total was formed from a total of 6,908,478 people participating in the Private Pension System in Turkey, using the convenience sampling method. The collected data were analyzed using the SPSS 24.0 package program. As a result of the research, it was seen that the participants' perceptions of trust and satisfaction were slightly above the average. In addition, customer trust positively affects customer trust. While honesty and honesty, which are sub-dimensions of trust, do not have a significant effect on customer satisfaction, helpfulness and competence have a positive effect. In addition, according to the demographic characteristics of the participants in the research, their satisfaction and confidence differ.