The relationship between participation bank customers' e-service quality, e-customer satisfaction, customer loyalty and perceived value: A structural equation model application

The main purpose of this study; The aim of this study is to determine whether there is a statistically significant relationship between the e-service quality offered on the internet to participation banking customers operating in Turkey and customer loyalty, perceived value and e-customer satisfaction. In the study, ESQUAL eservice quality scale was used. E-service quality at this scale; It consists of four dimensions: efficiency, system availability, fulfillment and privacy. People who are customers of participation banking operating in Turkey and who benefit from internet banking and/or mobile banking services of this bank are included in the scope of the study. Quantitative method was used in the research. Service quality dimensions are more than one, and one of the multivariate statistical methods should be used to simultaneously examine the relationship between customer loyalty, perceived value and customer satisfaction variables. In this direction, Structural Equation Modeling (SEM), which enables the relationship between all variables to be examined simultaneously within the framework of the models created, was used in the research. It includes the SEM measurement model and the structural model. As a result of the study, it was determined that there is a statistically significant relationship between e-service quality and customer loyalty, perceived value and ecustomer satisfaction. The models created in the research were accepted. Keywords: Participation Banking, E-Service Quality, Perceived Value, Customer Loyalty, E-Satisfaction