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

Ghorban, Zahra Sayed

doi:10.9790/487x-0163438

Cited by 6 publications

(8 citation statements)

References 32 publications

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“…Not only satisfaction can increase customer loyalty, but also company credibility (Ali et al, 2021;Osakwe et al, 2021;Kemp & Bui, 2011;Ghorban, 2012, Careras et al, 2013. Credibility means the ability, knowledge, and attractiveness of a company to attract prospective customers and retain existing customers.…”

Section: Introductionmentioning

confidence: 99%

Indonesian Islamic Bank Credibility and Customer Loyalty: Does Customer Satisfaction Really Serve as a Mediator Variable?

Bachri

Siregar²,

Bahri³

et al. 2022

IJBS

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This research examined the influence of credibility on customer satisfaction and loyalty and to know whether the satisfaction mediated the credibility effects on customer loyalty of Islamic Banks in Indonesia or not. This study used primary data taken by distributing questionnaires to 280 respondents using a purposive sampling technique. The method of data analysis was Structural Equation Modelling (SEM) using Amos. The results indicated that the credibility of Indonesian Islamic banks significantly influenced customer satisfaction, Customer satisfaction significantly influenced customer loyalty, and Customer satisfaction could mediate the effect of credibility on customer loyalty. Then, credibility did not directly affect customer loyalty at Islamic banks but indirectly influenced customer loyalty. This research can be meaningful for universities to develop curricula, lecturers to develop teaching materials, students as references, Islamic banks to improve policies to increase customer loyalty, and central banks to develop regulations related to customers. Besides, in this research, the models of Islamic bank credibility, customer satisfaction, and loyalty were presented comprehensively and completely.

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Section: Introductionmentioning

confidence: 99%

Indonesian Islamic Bank Credibility and Customer Loyalty: Does Customer Satisfaction Really Serve as a Mediator Variable?

Bachri

Siregar²,

Bahri³

et al. 2022

IJBS

View full text Add to dashboard Cite

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“…Satisfaction is the evaluation of the general proficiency and expertise of the brand or service provider on the basis of their interaction with the brand till the current time, and satisfaction is used by customers to forecast the future expertise of the brand (Crosby, Evans, & Cowles, 1990).Customer satisfaction is regarded as an essential condition for the retention of the customer and it helps the company or brand in achieving economic goals such as an increase in sales and revenue along with a reduction in turnover (Zeithaml, Berry, & Parasuraman, 1993). Ghorban (2012) examined the association between brand credibility and customer satisfaction and also debated the consequences of satisfaction. She argues that brand credibility facilitates companies and enables them to improve their relationship with existing customers and hence it would result in higher satisfaction and an enduring commitment to the brand or company.…”

Section: Customer Satisfactionmentioning

confidence: 99%

Brand Credibility: Navigating the Pathway to Customer Satisfaction and Loyalty

Anum,

Khan,

Azmat

2023

Pak. J. Humanit. Soc. Sci

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Customers are a very valuable asset for any company or brand. Brand credibility is playing a key role in developing customers’ behavioral patterns. The credibility and integrity of a company play an essential role in making its customers contended with the services and also in maintaining their customers for a prolonged time. Considering the importance of customers and brands in marketing any product(s) or service(s), this study aims to analyze the influence of brand credibility on customer satisfaction and loyalty as well as to explicate the association between customer satisfaction or gratification and customer loyalty or devotion. The study was quantitative in nature and a close-ended questionnaire was distributed amongst the drawn sample to assess the influence of credible brands on clients’ satisfaction, devotion, and loyalty towards the brand. A convenient sampling procedure was adopted for acquiring data from the target population of Islamabad/Rawalpindi and the sample size was 160 respondents using the banking services of any public or private sector bank of Pakistan and residing in Islamabad and Rawalpindi. It was found that brand credibility is positively associated with customer loyalty and satisfaction. Besides, the findings also acknowledged a positive association of customer satisfaction with customer devotion and loyalty. This means that the more a brand is credible, the more customer satisfaction is achieved, which consequently influences customer loyalty trust, and devotion toward the brand in a positive manner. Keywords: Brand, Customers, Brand Credibility, Customer Satisfaction, Customer Loyalty.

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“…Like other sources, celebrities may also serve as a signal of brands' and firms' commitment (Nelson, 1974;Baek and King, 2011). They enable the brands and firms to overcome the asymmetric nature of the information that might flow between customers and themselves (Ghorban, 2012;Davies and Slater, 2015;Pecot et al, 2018). They decrease associated risks, enhance willingness and streamline the decision-making process for customers (Ghorban, 2012;Davies and Slater, 2015;Pecot et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

“…They enable the brands and firms to overcome the asymmetric nature of the information that might flow between customers and themselves (Ghorban, 2012;Davies and Slater, 2015;Pecot et al, 2018). They decrease associated risks, enhance willingness and streamline the decision-making process for customers (Ghorban, 2012;Davies and Slater, 2015;Pecot et al, 2018). Expenditure made through celebrity endorsers changes consumers' beliefs and creates positive attitudes towards connected sources such as brands and corporations (Wang and Yang, 2010;Baek and King, 2011;Pecot et al, 2018;Cuomo et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

Understanding Celebrity Trust and Its Effects on Other Credibility and Image Constructs: A Qualitative Approach

Hussain

Melewar

Priporas

et al. 2020

Corp Reputation Rev

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

Cited by 6 publications

References 32 publications

Indonesian Islamic Bank Credibility and Customer Loyalty: Does Customer Satisfaction Really Serve as a Mediator Variable?

Indonesian Islamic Bank Credibility and Customer Loyalty: Does Customer Satisfaction Really Serve as a Mediator Variable?

Brand Credibility: Navigating the Pathway to Customer Satisfaction and Loyalty

Understanding Celebrity Trust and Its Effects on Other Credibility and Image Constructs: A Qualitative Approach

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