Brand Trust and Brand Loyalty: A Moderation and Mediation Perspective

Shin, Sean Kwan Soo; Amenuvor, Fortune Edem; Basilisco, Richard; Owusu-Antwi, Kwasi

doi:10.9734/cjast/2019/v38i430376

Cited by 62 publications

(60 citation statements)

References 64 publications

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“…The objective of this research was to examine the role of intimacy, commitment, and trust in increasing the loyalty of customers and to investigate the mediating role of customer intimacy and commitment in the association between customer loyalty and trust. The study outcome supports the proposition that as √ the level of trust increases, the level of intimacy (Balaji et al 2016), commitment (Kwan Soo Shin et al, 2019 and loyalty of clients (Kwan Soo Shin et al, 2019) will also increase due to Sharia compliance of Islamic banks.…”

Section: Discussion and Practical Implicationssupporting

confidence: 81%

“…These outcomes are new insights as full mediation effects have already been reported for commitment (e.g. Balaji., 2015;Kwan Soo Shin et al, 2019) and intimacy (Ponder et al, 2016). Initially, this research adds to the literary work by providing new insights regarding commitment, trust, customer loyalty and customer intimacy in Islamic banks.…”

Section: Discussion and Practical Implicationsmentioning

confidence: 92%

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What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan

Quddoos

Shamim

Sheikh

et al. 2021

JAFEE

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This study investigates the role of customer intimacy, commitment, and trust in increasing their loyalty and mediating role across trust and customer loyalty nexus. A total of 500 questionnaires were disseminated but 404 of these were included for analysis (approx. 81% response rate). The hypotheses were tested through the structural equation modeling technique using smart PLS. The results indicate that trust has a significant nexus with commitment, customer intimacy, and loyalty. Both commitment and customer intimacy have a significant nexus with customer loyalty. The mediation analysis reveals that commitment and customer intimacy act as important mediating variables in the nexus. The research outcome supports the notion that as the level of trust increases the level of intimacy, commitment, and loyalty would tend to increase as well. The results further reveal that customers are devoted towards persistent and continuing association with Islamic banks. Commitment, trust, and customer intimacy prove to be the foundation factors for building and strengthening customer loyalty. It emerges, that in terms of hierarchy, the customer trust needs to be evolved at the initial level consistently followed by customers' intimacy, commitment, and loyalty.

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Section: Discussion and Practical Implicationssupporting

confidence: 81%

Section: Discussion and Practical Implicationsmentioning

confidence: 92%

What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan

Quddoos

Shamim

Sheikh

et al. 2021

JAFEE

View full text Add to dashboard Cite

show abstract

“…It is also defined as total features and the attributes of the product and services that satisfy the real or implied needs of the customers [36]. Service quality is defined as a customer's perception about the services that may meet or exceed his expectations [37]. It is considered as a momentous feature of restaurant dining.…”

Section: Service Qualitymentioning

confidence: 99%

Predictors and outcome of customer satisfaction: moderating effect of social trust and corporate social responsibility

2021

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The study is to present an integrative model of predictors and outcome of customer satisfaction in the fast food sector of Pakistan and also examine its effects. Moreover, we also examined the contingent effect of social trust and corporate social responsibility (CSR) on the relationship between customer satisfaction and brand loyalty. Offline and online survey was conducted with four hundred fast food customers; valid data were assessed and analyzed through structural equation modeling and moderation step-by-step approach. Results demonstrate that restaurant stimuli such as food quality, service quality, atmosphere, price, restaurant location and a variety of food have strong significant effects on customer satisfaction, and customer satisfaction engendered brand loyalty. Social trust has a positive significant impact on the relationship between customer satisfaction and brand loyalty, whereas on the other side CSR has insignificant impact on the association. The study has practical implications for both restaurateurs and government. Restaurateurs should ensure the safety standards of foods, and the government can take an initiative to set proper policy and maintain the food safety standards by regulation.

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“…In the branding literature, the concept of brand trust is based on the perspective of a brand-consumer relationship (Zehir et al, 2011). There have been several concepts of brand trust in the current branding literature (Shin et al, 2019). Trust was considered as consumers' confidence in the quality and trustworthiness of the products provided by the seller (Garbarino & Johnson, 1999).…”

Section: Brand Trustmentioning

confidence: 99%

Influence of Brand Trust, Perceived Value on Brand Preference and Purchase Intention

Dam¹

2020

JAFEB

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The aim of this research was to empirical examine the influence of brand trust, perceived value on brand preference, and purchase intention for branded phones. The samples were gathered by a convenient sampling method. We collected data from 285 consumers who were visiting electronic supermarkets in Ho Chi Minh City, Vietnam. The measurement used a 5-point Likert scale ranging from 1=completely disagree, and 5=completely agree. PLS-Partial Least Squares method was performed to analyze the measurement model and the structural model. The study model was proposed from prior research. We had assessed the reliability of the scales through Cronbach's alpha and composite reliability. As well, we also had evaluated discriminant validity through the Fornell-Larcker criterion. The findings of the study demonstrated that brand trust had a significantly positive influence on brand preference. Likewise, the findings of the research also stated that brand trust had a positive impact on purchase intention. The results revealed that perceived value had a positive effect on brand preference. Furthermore, the outcomes show that perceived value had a positive influence on purchase intention as well. Furthermore, the findings of the research showed that brand preference had a positive effect on purchase intention.

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Brand Trust and Brand Loyalty: A Moderation and Mediation Perspective

Cited by 62 publications

References 64 publications

What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan

What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan

Predictors and outcome of customer satisfaction: moderating effect of social trust and corporate social responsibility

Influence of Brand Trust, Perceived Value on Brand Preference and Purchase Intention

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