Impact of Social Media Marketing on Brand Loyalty, through the mediating role of customer experience: An Applied Study in the Egyptian Private Hospitals

Abstract

Social media marketing has developed rapidly in the world's contemporary highly competitive business environment in order to gain patient loyalty and competitive advantage by providing prompt services. For research scholars and practitioners, the marketing strategy that incorporates technological advancements has taken center stage. Effective communication and interaction between stakeholders are crucial to the success of a business, and social media platforms provide the venue for such communication and interaction. Thus, the benefits and risks of scientific communication on social media during COVID-19 are understood, and social media may be employed in such emergency scenarios. The purpose of this research is to empirically investigate the impact of social media marketing on brand loyalty with mediation role of customer experience in the Egyptian private hospitals. A questionnaire tool was employed to gather required data from a convienacne sample of 416 Customer of Egyptian private hospitals and structural equation modelling technique (SEM) was utilized for analysis using Spss 28 & AMOS26 software. The main conclusions drawn from this study are the direct effect between social media marketing and Brand Loyalty is statistically significant, the direct effect between Social Media Marketing and customer experience is statistically significant. The direct effect between customer experience and brand loyalty is statistically significant. Finally, the study found that there is partial mediation effect of the customer experience between the relationship of social media marketing and brand loyalty in the Egyptian private hospitals.