Determinants of customer satisfaction in the Turkish credit card market

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.