Loyalty: The Influences of Satisfaction and Brand Community Integration

McAlexander, James H.; Kim, Stephen K.; Roberts, Scott D.

doi:10.1080/10696679.2003.11658504

Cited by 209 publications

(163 citation statements)

References 32 publications

(32 reference statements)

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“…They found 1 that trust and satisfaction significantly influence loyalty to particular service providers. McAlexander, Kim and Roberts (2003) investigated the impact of satisfaction on customer loyalty. Their empirical survey results indicate that satisfaction is a key driver of loyalty.…”

Section: Satisfactionmentioning

confidence: 99%

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Çerri¹

2012

JOC

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The purpose of the study is to investigate the relationships among service quality, satisfaction, trust, and store loyalty in a retailing context. All these variables have considerable importance on store performance, measured by financial indicators or market ones. The data were collected from a sample of 258 students at two universities in Albania, during the first quarter of 2012. The items included in the survey measured the variables of the study as well as demographic characteristics of the sample. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, trust, and store loyalty, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies' performance.

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Section: Satisfactionmentioning

confidence: 99%

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Çerri¹

2012

JOC

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“…Assim, as comunidades de marca são uma ferramenta mais poderosa em construir lealdade do que a satisfação geral para com o produto e para com a marca. Isso porque consumidores mais experientes criam conexões adicionais em relação à comunidade de marca que podem afetar ambos: satisfação e lealdade (McAlexander, Kim, & Roberts, 2003).…”

Section: Identificação Com a Comunidade (Ic) é Descrita Porunclassified

Os efeitos da participação em comunidades virtuais de marca no comportamento do consumidor: proposição e teste de um modelo teórico

Almeida

Mazzon²,

Dholakia

et al. 2011

Rev. adm. contemp.

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As comunidades virtuais de marca são fenômeno recente e relevante, com fortes implicações na gestão de marketing. Os estudos realizados, entretanto, ainda não responderam a uma importante questão: quais são os ganhos que as empresas podem ter em termos de intenções de recomendação, recompra e lealdade do consumidor por meio da ação de comunidade virtual de marca? Assim, este trabalho propõe e testa um modelo teórico para explicar a força das comunidades virtuais de marca no comportamento do consumidor. Para o estudo utilizaram-se duas comunidades para o mesmo produto: XBOX da Microsoft. A amostra final totalizou 555 casos. Os resultados, mediante a modelagem de equações estruturais, apontam a validação do modelo proposto e confirmação dos efeitos positivos da Homogeneidade Psicográfica Percebida e da Disponibilidade de Avenidas Virtuais na Participação na Comunidade e destes três constructos, mais o Relacionamento com a Marca na Identificação com a Comunidade. O impacto da Identificação com a Comunidade nas Influências da Comunidade foi significativo, mas não na Participação na Comunidade. As Influências da Comunidade também tiveram impacto significativo nas Avaliações e Intenções. Estes achados são discutidos.

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“…The brand experience measures were adapted from previous studies (Brakus et al, 2009;. The brand satisfaction measures were adapted from a variety of sources (Grace & O'Cass, 2005;Garbarino & Johnson, 1999;Heitmann, Lehmann, & Herrmann, 2007;McAlexander, Kim, & Roberts, 2003). The brand trust measures were adapted from a variety of sources (Chumpitaz Caceres & Paparoidamis, 2007;Delgado-Ballester & Munuera-Alemán, 2001;Chaudhuri & Hoibrook, 2001).…”

Section: Methodsmentioning

confidence: 99%

Effect of Brand Communication and Experience on Loyalty: Mediating Effect of Brand Satisfaction and Trust. (Case Study of Customers of Inul Vista Karaoke, Semarang, Central Java, Indonesia)

Ngatno

2017

ABR

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This study examined the influence of brand communication and experience on brand satisfaction, trust and loyalty. The sample of this study was customer of "Inul Vista Karaoke" in Semarang, Central Java, Indonesia. 220 questionnaires were distributed with 95,91% response rate. The data were analyzed using Partial Least Square (PLS). The results reveal that: a) brand communication and experience have a positive effect on brand satisfaction and trust. b) Brand communication is not direct effect on brand loyalty but brand experience is. c). Brand satisfaction and trust shows partially mediates beetwen brand experience and loyalty, and fully mediates beetwen brand communication and loyalty. The findings offer insight for Inul Vista Karaoke to increase loyalty must to be more increase brand experience than brand communication.

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Loyalty: The Influences of Satisfaction and Brand Community Integration

Cited by 209 publications

References 32 publications

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Os efeitos da participação em comunidades virtuais de marca no comportamento do consumidor: proposição e teste de um modelo teórico

Effect of Brand Communication and Experience on Loyalty: Mediating Effect of Brand Satisfaction and Trust. (Case Study of Customers of Inul Vista Karaoke, Semarang, Central Java, Indonesia)

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