Effect of brand trust and customer satisfaction on brand loyalty in Bahawalpur

Zohaib Ahmed, Muhammad Rizwan, Mukhtar Ahmad, Misbahul Haq

Abstract


Brand Loyalty is the only tool for any company to survive in a severe competition. Brand helps in creating relationship between consumer and producer. In this research we study and investigated the effect of service quality, perceived quality, perceived value, brand trust and customer satisfaction on brand loyalty. The service quality, perceived quality and value were determined to be input variables; brand trust and customer satisfaction were determined to be intervening variables; and brand loyalty was determined to be the output variable. Conceptual model was designed to explain the factors on brand loyalty. Our study based on a self-administered survey that was conducted in Bahawalpur setting. Data were collected from the randomly selected 150 Hewlett Packard product consumers. Our study results provide a better understanding about brand loyalty among customers for companies to analyseand part played by each element in the progress of brand loyalty. Moreover it highlights the crucial role played by affective elements.


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DOI: https://doi.org/10.5296/jsr.v5i1.6568

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