The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty; An Empirical Research On Global Brands

Şahin, Azize; Zehir, Cemal; Kitapçı, Hakan

doi:10.1016/j.sbspro.2011.09.143

Cited by 350 publications

(327 citation statements)

References 56 publications

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“…One plausible reason to support such findings is the positive relationship found in past studies on the relationship between brand experience and satisfaction (Brakus et al, 2009;Chinomona, 2013;Taleghani et al, 2011;Walter et al, 2013). Besides, such findings are also consistent with researches in other context that found positive influence of brand experience on composite trust (Giantari et al, 2013;Lau & Lee, 1999;Sahin, Zehir, and Kitapci, 2011). The findings also indicate that brand experience plays a significant role in earning consumer trust that the SME brand will prioritize their welfare and deliver consistency in their offerings.…”

Section: Discussionsupporting

confidence: 90%

“…Besides, brand trust is has significance importance for SMEs in order to retain loyal customers given their small number of customers (Chaudhuri & Holbrook, 2001;Delgado-Ballester & Munuera-Aleman, 2005;Eggers et al, 2013;Rauyruen et al, 2009). Furthermore, researchers have made claim that loyalty stem as a result of consumer trusting a particular brand (Forgas, Moliner, Sanchez, & Palau, 2010;Lee & Back, 2010;Sahin et al, 2011;Zehir et al, 2011).…”

Section: Brand Trustmentioning

confidence: 99%

“…In addition, there is also conflicting result of trust dimensions on customer loyalty. Some studies have found positive effect of brand trust on customer loyalty (Han & Jeong, 2013;Lee & Back, 2010;Lee & Kang, 2012;Sahin et al, 2011;Ueacharoenkit, 2012). Meanwhile, other studies fail to discover significance positive influence of brand trust on customer loyalty (Anabila et al, 2012;Haghihi et al, 2012).…”

Section: Brand Trustmentioning

confidence: 99%

“…However, the success of a brand to sustain in the industry does not only depend on branding strategy such as brand experience but also to gain customer trust. Brand trust has been argued as one of the important predictor of customer loyalty in the marketing literature (Belaid & Behi, 2011;Bowen & Shoemaker, 1998;De Chernatony, 1999;Lau & Lee, 1999;Morgan & Hunt, 1994;Nguyen et al, 2013;Sahin et al, 2011;Sung & Kim, 2010). According to reliable foodservice industry report, gaining customer loyalty is the main success factor for a business to sustain over time (FCSI, 2012).…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Brand Experience, Trust Components, and Customer Loyalty: Sustainable Malaysian SME Brands Study

Ong¹,

Salleh²,

Yusoff³

2015

ASS

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Small and medium enterprises (SMEs) have been competing for survival in the business arena among established organizations. Competitive foodservice business today requires a unique and lasting brand experience to capture customer loyalty. Despite that, earning customer trust is vital to ensure ongoing revenue and profit for business sustainability. Due to the significance contribution from SMEs in the service sector to the nation economy, this study will examine the relationship between brand experience, trust dimensions (i.e. intentions and reliability), and customer loyalty on sustainable SME brands in Malaysia. Data were collected from 220 customers through intercept survey method. The result from SmartPLS 2.0 analysis provides significant support for every direct path between brand experience, intentions, reliability, and brand loyalty. Meaningful insights from the result are provided for SME owner-managers at the discussion section.

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Section: Discussionsupporting

confidence: 90%

Section: Brand Trustmentioning

confidence: 99%

Section: Brand Trustmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Brand Experience, Trust Components, and Customer Loyalty: Sustainable Malaysian SME Brands Study

Ong¹,

Salleh²,

Yusoff³

2015

ASS

View full text Add to dashboard Cite

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“…In another study, brand experience demonstrated to positively related to satisfaction, trust, and loyalty [24]. In this study, authors argued that a brand is able to build relationships with customers in their point of view.…”

Section: IImentioning

confidence: 73%

The Relationship between Brand Credibility and Customers’ Behavioral Intentions. With Reference To Iranian Service Market

Ghorban¹

2012

IOSRJBM

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Sustaining brand loyalty: The moderating role of green consumption values

et al. 2021

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Environmental issues are massively emerging in the current agendas of governments, businesses and consumers all over the globe. Consumers increasingly adopt a more energetic role in the environmental discussion and employ product consumption to manifest their contribution to the debate. Equally, a growing number of businesses try to affect positive social change, whereas others strategically approach green opportunities; at the same time, they persistently intensify their branding offerings to sustain loyalty. This article brings into discussion green consumption values as the authors aim to shed light into the way the latter moderate the effect of brand related factors, namely, brand experiences and brand personality, on brand loyalty. Based on data received from 413 participants and using the wearable technologies industry as the focal context, the study underscores the significance of green consumption values. Findings are discussed, and implications for managers are provided.

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The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty; An Empirical Research On Global Brands

Cited by 350 publications

References 56 publications

Brand Experience, Trust Components, and Customer Loyalty: Sustainable Malaysian SME Brands Study

Brand Experience, Trust Components, and Customer Loyalty: Sustainable Malaysian SME Brands Study

The Relationship between Brand Credibility and Customers’ Behavioral Intentions. With Reference To Iranian Service Market

Sustaining brand loyalty: The moderating role of green consumption values

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