{"id":"https://openalex.org/W1978817606","doi":"https://doi.org/10.1108/03090560510601833","title":"The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market","display_name":"The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market","publication_year":2005,"publication_date":"2005-06-28","ids":{"openalex":"https://openalex.org/W1978817606","doi":"https://doi.org/10.1108/03090560510601833","mag":"1978817606"},"language":"en","primary_location":{"id":"doi:10.1108/03090560510601833","doi":"https://doi.org/10.1108/03090560510601833","is_oa":false,"landing_page_url":"https://doi.org/10.1108/03090560510601833","pdf_url":null,"source":{"id":"https://openalex.org/S89389284","display_name":"European Journal of Marketing","issn_l":"0309-0566","issn":["0309-0566","1758-7123"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Marketing","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5071997996","display_name":"Serkan Ayd\u0131n","orcid":"https://orcid.org/0000-0003-3618-8028","observed_orcids":["https://orcid.org/0000-0003-3618-8028"]},"institutions":[{"id":"https://openalex.org/I109297418","display_name":"Gebze Technical University","ror":"https://ror.org/01sdnnq10","country_code":"TR","type":"education","lineage":["https://openalex.org/I109297418"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Serkan Aydin","raw_affiliation_strings":["Gebze Institute of Technology, Cayirova Kampusu, Gebze Kocaeli, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Gebze Institute of Technology, Cayirova Kampusu, Gebze Kocaeli, Turkey","institution_ids":["https://openalex.org/I109297418"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5048003412","display_name":"G\u00f6khan \u00d6zer","orcid":"https://orcid.org/0000-0002-3255-998X","observed_orcids":["https://orcid.org/0000-0002-3255-998X"]},"institutions":[{"id":"https://openalex.org/I109297418","display_name":"Gebze Technical University","ror":"https://ror.org/01sdnnq10","country_code":"TR","type":"education","lineage":["https://openalex.org/I109297418"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"G\u00f6khan \u00d6zer","raw_affiliation_strings":["Gebze Institute of Technology, Cayirova Kampusu, Gebze Kocaeli, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Gebze Institute of Technology, Cayirova Kampusu, Gebze Kocaeli, Turkey","institution_ids":["https://openalex.org/I109297418"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I109297418"],"apc_list":null,"apc_paid":null,"fwci":20.8023,"has_fulltext":false,"cited_by_count":850,"citation_normalized_percentile":{"value":0.98903337,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":"39","issue":"7/8","first_page":"910","last_page":"925"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/antecedents-of-loyalty","display_name":"antecedents of loyalty","score":0.8700000047683716},{"id":"https://openalex.org/keywords/perceived-service-quality","display_name":"perceived service quality","score":0.9139999747276306},{"id":"https://openalex.org/keywords/corporate-image","display_name":"corporate image","score":0.9980000257492065},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.7760000228881836},{"id":"https://openalex.org/keywords/switching-costs","display_name":"switching costs","score":0.9409999847412109},{"id":"https://openalex.org/keywords/mobile-communication","display_name":"mobile communication","score":0.796999990940094},{"id":"https://openalex.org/keywords/gsm-operators","display_name":"GSM operators","score":0.8679999709129333},{"id":"https://openalex.org/keywords/value-added-services","display_name":"value-added services","score":0.8040000200271606},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.6439999938011169}],"concepts":[{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.7678357362747192},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6873499155044556},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6868996620178223},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5944992899894714},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5637093782424927},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5564287900924683},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5335406064987183},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.5162262916564941},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5133737325668335},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5120058655738831},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.462774395942688},{"id":"https://openalex.org/C59201141","wikidata":"https://www.wikidata.org/wiki/Q46904","display_name":"GSM","level":2,"score":0.4511890709400177},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.4408321976661682},{"id":"https://openalex.org/C2781121862","wikidata":"https://www.wikidata.org/wiki/Q256","display_name":"Turkish","level":2,"score":0.42768803238868713},{"id":"https://openalex.org/C2777421447","wikidata":"https://www.wikidata.org/wiki/Q17517","display_name":"Mobile phone","level":2,"score":0.41627490520477295},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.402152955532074},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3976779878139496},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.21056440472602844},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.11721095442771912},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/03090560510601833","doi":"https://doi.org/10.1108/03090560510601833","is_oa":false,"landing_page_url":"https://doi.org/10.1108/03090560510601833","pdf_url":null,"source":{"id":"https://openalex.org/S89389284","display_name":"European Journal of Marketing","issn_l":"0309-0566","issn":["0309-0566","1758-7123"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":48,"referenced_works":["https://openalex.org/W125662071","https://openalex.org/W182842446","https://openalex.org/W288850694","https://openalex.org/W1511964674","https://openalex.org/W1574378514","https://openalex.org/W1855283887","https://openalex.org/W1965971373","https://openalex.org/W1973844561","https://openalex.org/W1992875111","https://openalex.org/W1995026436","https://openalex.org/W2003707749","https://openalex.org/W2003825788","https://openalex.org/W2014818400","https://openalex.org/W2014921124","https://openalex.org/W2017732813","https://openalex.org/W2018201949","https://openalex.org/W2028390795","https://openalex.org/W2029758834","https://openalex.org/W2029876747","https://openalex.org/W2030483771","https://openalex.org/W2033971030","https://openalex.org/W2046752514","https://openalex.org/W2060482351","https://openalex.org/W2060536897","https://openalex.org/W2061098951","https://openalex.org/W2061434725","https://openalex.org/W2062146188","https://openalex.org/W2077640793","https://openalex.org/W2081029972","https://openalex.org/W2086113857","https://openalex.org/W2093332920","https://openalex.org/W2102467277","https://openalex.org/W2109390866","https://openalex.org/W2115612291","https://openalex.org/W2124815418","https://openalex.org/W2137247419","https://openalex.org/W2143299957","https://openalex.org/W2143773263","https://openalex.org/W2154403760","https://openalex.org/W2159105921","https://openalex.org/W2166475989","https://openalex.org/W2170430750","https://openalex.org/W2316836042","https://openalex.org/W2337341767","https://openalex.org/W2611897969","https://openalex.org/W4243667233","https://openalex.org/W4285719527","https://openalex.org/W6728828305"],"related_works":["https://openalex.org/W1995274077","https://openalex.org/W4238204111","https://openalex.org/W2058000806","https://openalex.org/W2033616287","https://openalex.org/W6908437307","https://openalex.org/W2972591323","https://openalex.org/W3201368259","https://openalex.org/W2291900653","https://openalex.org/W2136347396","https://openalex.org/W2061118667"],"abstract_inverted_index":{"Purpose":[0],"Corporate":[1],"image,":[2,226],"perceived":[3,155,222,227],"service":[4,156,223,251],"quality,":[5,224],"trust":[6,231],"and":[7,18,27,89,92,201,204,230,249,261],"customer":[8,16,90,166,199,217,283],"switching":[9,228],"costs":[10,229],"are":[11,64,145,285],"the":[12,37,48,75,84,93,99,130,135,141,148,174,177,179,196,244,276,280],"major":[13],"antecedents":[14],"of":[15,39,50,78,189,267,278],"loyalty,":[17,91,218],"loyal":[19],"customers":[20,43,67],"may":[21],"buy":[22],"more,":[23],"accept":[24],"higher":[25,46],"prices":[26],"have":[28],"a":[29,69,159],"positive":[30],"word\u2010of\u2010mouth":[31],"effect.":[32],"Also":[33],"we":[34],"know":[35],"that":[36,154],"cost":[38,49],"selling":[40,51],"to":[41,52,60,82,127,172,193,205,214,252],"new":[42],"is":[44,58,81,158,192],"much":[45],"than":[47],"existing":[53],"customers.":[54],"Although":[55],"this":[56,73,79,190,268,274],"fact":[57],"apparent":[59],"everyone,":[61],"many":[62],"companies":[63],"still":[65],"losing":[66],"at":[68],"formidable":[70],"rate.":[71],"In":[72,170,212,273],"context":[74],"main":[76],"aim":[77],"paper":[80,191],"examine":[83],"relationships":[85,94,131,197,208],"between":[86,132,198],"these":[87,96,207],"factors":[88,97,281],"among":[95],"in":[98,112,125,134,184,243,270],"Turkish":[100],"GSM":[101,245],"sector.":[102],"Design/methodology/approach":[103],"Data":[104],"was":[105,118],"obtained":[106],"from":[107,176,247],"1,662":[108],"mobile":[109],"phone":[110],"users":[111],"Turkey":[113],"via":[114,288],"questionnaire.":[115],"The":[116,138,187],"data":[117],"analyzed":[119,286],"by":[120],"structural":[121],"equation":[122],"modeling":[123],"(SEM)":[124],"order":[126,171,213],"test":[128,206],"all":[129,195,279],"variables":[133],"model.":[136],"Findings":[137],"findings":[139,175],"supported":[140],"proposed":[142],"hypotheses,":[143],"which":[144],"consistent":[146],"with":[147],"theoretical":[149],"framework.":[150],"Analysis":[151],"results":[152],"showed":[153],"quality":[157,265],"necessary":[160],"but":[161],"not":[162],"sufficient":[163],"condition":[164],"for":[165],"loyalty.":[167],"Research":[168],"limitations/implications":[169],"generalize":[173],"paper,":[178,275],"model":[180,194],"should":[181,232,257],"be":[182,233],"studied":[183],"different":[185],"sectors.":[186],"contribution":[188],"loyalty":[200,284],"its":[202],"antecedents,":[203],"simultaneously.":[209],"Practical":[210],"implications":[211],"better":[215],"understand":[216],"as":[219,221],"well":[220],"corporate":[225],"taken":[234],"into":[235],"consideration.":[236],"Lately,":[237],"technological":[238],"change":[239],"has":[240],"shifted":[241],"competition":[242],"sector":[246],"price":[248],"core":[250],"value\u2010added":[253],"services.":[254],"Therefore,":[255],"operators":[256],"differentiate":[258],"their":[259,263],"services":[260],"guarantee":[262],"services'":[264],"because":[266],"shift":[269],"competition.":[271],"Originality/value":[272],"effects":[277],"on":[282],"simultaneously":[287],"SEM.":[289]},"counts_by_year":[{"year":2026,"cited_by_count":17},{"year":2025,"cited_by_count":24},{"year":2024,"cited_by_count":41},{"year":2023,"cited_by_count":39},{"year":2022,"cited_by_count":51},{"year":2021,"cited_by_count":65},{"year":2020,"cited_by_count":64},{"year":2019,"cited_by_count":55},{"year":2018,"cited_by_count":53},{"year":2017,"cited_by_count":59},{"year":2016,"cited_by_count":49},{"year":2015,"cited_by_count":61},{"year":2014,"cited_by_count":70},{"year":2013,"cited_by_count":52},{"year":2012,"cited_by_count":45}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2016-06-24T00:00:00"}