Determinants of customer satisfaction in the Turkish credit card market
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Date
2011.
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Thesis (M.A.) - Bogazici University. Institute for Graduate Studies in Social Sciences, 2011.
Abstract
This thesis investigates factors affecting the satisfaction levels of Turkish credit card holders using a recent nationwide credit card consumer survey. Ordered pro bit model estimations show that among other things, financial literacy is a major determinant of credit card satisfaction. This has important policy implications for regulators. The results also indicate that wealth, education and occupation are consumer characteristics that play a role in one's credit card satisfaction level. Card limits and non-price card benefits are which are important for consumer happiness. Being a convenience user or having been delinquent in card payments are payment behaviours which affect one's card satisfaction, too.