Measuring customer based corporate reputation in banking industry Developing and validating an alternative scale

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dc.authoridCintamür, İsmail Gökhan/0000-0002-9371-0188;
dc.authorwosidCintamür, İsmail Gökhan/X-9395-2019
dc.authorwosidYüksel, Cenk Arsun/AAC-7014-2020
dc.contributor.authorCintamur, Ismail Gokhan
dc.contributor.authorYuksel, Cenk Arsun
dc.date.accessioned2024-07-18T20:47:14Z
dc.date.available2024-07-18T20:47:14Z
dc.date.issued2018
dc.departmentİstanbul Bilgi Üniversitesien_US
dc.description.abstractPurpose - The purpose of this paper is to develop and validate a reliable and valid alternative scale to measure customer-based corporate reputation (CBCR) specific to the banking industry only, where high risks and uncertainties of choosing a service provider exist. Design/methodology/approach - Both qualitative and quantitative methods were employed to develop and validate an alternative scale to measure CBCR in the banking industry. Following Churchill's (1979) paradigm and other prominent scale development studies, a scale development procedure was generated, which consists of three main stages: scale generation and initial purification, scale refinement and scale validation. Findings - As a consequence of the current study, a reliable and valid multidimensional scale was obtained, consisting of 20 items and four dimensions to measure CBCR in banking industry: financial performance and financially strong company, customer orientation, social and environmental responsibility and trust. Practical implications - This study provides insight to managers to comprehend and manage their CBCR. Since this study has empirically demonstrated that the four dimensions of the CBCR are associated with the five important customer outcome variables, the study provides further support toward the importance of corporate reputation in strategic marketing decisions in the banking industry. Originality/value - Numerous different disciplines have focused on corporate reputation measurement by adapting different perspectives and approaches. However, a reliable and valid measurement tool has been proposed here to evaluate corporate reputation from customers' perspective specific to banking industry.en_US
dc.identifier.doi10.1108/IJBM-11-2017-0227
dc.identifier.endpage1436en_US
dc.identifier.issn0265-2323
dc.identifier.issn1758-5937
dc.identifier.issue7en_US
dc.identifier.scopus2-s2.0-85052573685en_US
dc.identifier.scopusqualityQ2en_US
dc.identifier.startpage1414en_US
dc.identifier.urihttps://doi.org/10.1108/IJBM-11-2017-0227
dc.identifier.urihttps://hdl.handle.net/11411/7737
dc.identifier.volume36en_US
dc.identifier.wosWOS:000456883600009en_US
dc.identifier.wosqualityQ3en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Ltden_US
dc.relation.ispartofInternational Journal of Bank Marketingen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectScale Developmenten_US
dc.subjectCorporate Reputationen_US
dc.subjectCustomer-Based Corporate Reputationen_US
dc.subjectCorporate Reputation Measurementen_US
dc.subjectConstruct-Validityen_US
dc.subjectPerceived Valueen_US
dc.subjectBrand Equityen_US
dc.subjectPerceptionsen_US
dc.subjectIntentionsen_US
dc.subjectRolesen_US
dc.subjectConsequencesen_US
dc.subjectAntecedentsen_US
dc.subjectParadigmen_US
dc.subjectRecoveryen_US
dc.titleMeasuring customer based corporate reputation in banking industry Developing and validating an alternative scale
dc.typeArticle

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