Satisfaction and dimensions of loyalty in B2B markets: A study among the users of electronic security services The purpose of the study is to provide an understanding of how customer satisfaction affects dimensions of loyalty in the B2B service industry. In this regard, the effect of satisfaction on attitudinal loyalty, behavioural loyalty, price tolerance, complaining behaviour, word-of-mouth marketing, and behavioural intention was explored in the Turkish B2B markets. The hypotheses of the study were tested through a survey conducted in small and medium-sized businesses operating in the electronic security sector. In the analysis of the collected data, explorative factor analysis and simple linear regression were run. According to the findings, the effect of customer satisfaction on the dimensions of loyalty can be presented in descending order as follows: behavioural intention, word-of-mouth marketing, attitudinal loyalty, price tolerance, behavioural loyalty. No significant relationship was found between satisfaction and complaining behaviour. This study is expected to highlight the influence of customer satisfaction on various loyalty dimensions in the B2B service industry in Turkey.

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Bu çalışmada yaratıcı sınıfın yaşayacağı yer seçiminde etkili olan kent markası faydaları araştırılmıştır. Bu bağlamda keşifsel tasarıma sahip nitel bir alan araştırması yapılmıştır. Araştırma kapsamında, Muğla ili Menteşe ilçesine kendi tercihleri ile yerleşmiş olan, yaratıcı sınıfta yer alan meslek sınıflarına (bilim insanı, mühendis, hekim, araştırmacı, avukat vb.) mensup katılımcılar ile yapılan derinlemesine görüşmeler ile veri toplanmıştır. Tematik analiz sonucunda katılımcıların karar süreçlerinde 'Ege kültürü, doğal güzellik ve konum' olmak üzere üç ana temayı kent markası faydası olarak dikkate aldıkları tespit edilmiştir. Ek olarak Ege kültürü teması yaşam biçimi ve insan profili isimli iki alt temadan oluşmaktadır. Elde edilen sonuçlar ile Türkiye'de yaşayan yaratıcı sınıfın yaşayacağı kenti seçerken kent markası faydasının süreci nasıl etkilediği daha iyi anlaşılmıştır. Böylece yaratıcı sınıfın tercihlerinin farklı kültürlerde ne yönde şekillendiği konusunda yazına katkıda bulunulmuştur. Ayrıca kent markası yönetimindeki karar vericilerin söz konusu temaları pekiştirecek strateji ve taktikler geliştirmesine olanak sağlanmıştır.

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Purpose-This paper investigates the perceptions of different target groups such as residents, tourists, and students about a city brand by using five city brand attributes such as urbanity&cultural activities, infrastructure, nature&environment, economic conditions, and job opportunities&business networks. Methodology-A quantitative survey was conducted in order to test hypotheses and linear multiple regression was used to assess the predictive power of city brand attributes. Findings-Urbanity&cultural activities and nature&environment affect the city brand attitude as a living place for the samples of residents, students, and tourists. Urbanity&cultural activities, infrastructure, nature&environment, and economic conditions make significant contributions to the attitudes as a studying place. City brand attitude as a visiting place has been affected from urbanity&cultural activities, nature&environment, and infrastructure. Economic conditions are the most crucial element providing that the residents and tourists consider any city as a liveable city, while job opportunities&business network is the most important factor for students. Conclusion-Stakeholders' perceptions about a city vary according to their purpose of existing in the city. This study makes theoretical contributions to the city branding literature with covering views of residents, tourists and students for a specific brand meaning as a living place, studying place, or visiting place.