Brand Satisfaction, Brand Trust and Brand Loyalty : The Mediating Role of Brand Performance and The Moderating Role of Market Rationally in Culinary Industry
DOI:
https://doi.org/10.55927/fjas.v3i4.8871Keywords:
Brand Satisfaction, Brand Trust, Brand Performance, Market Rationaly, Brand LoyaltyAbstract
This research aims to determine whether brand performance predictions have a direct influence on brand loyalty, brand satisfaction and brand trust have a direct influence on brand loyalty, brand satisfaction and brand trust have a direct influence on brand performance and rational market have a direct influence on brand loyalty and market rationally in moderating brand satisfaction and brand trust directly on brand loyalty and brand performance predictions in mediating brand satisfaction and brand trust indirectly on brand loyalty at CV. Wijaya Kembar. The population and sample of 150 customers who bought brand products Wijaya Kembar in March 2024 are used in this quantitative study. This study employed a questionnaire for data collection, and SmartPLS3 was used for analysis. The results showed that market rationality cannot moderate the influence of brand satisfaction and brand trust directly on brand loyalty; market rationality has no direct and negative influence on brand loyalty; brand performance cannot mediate the influence of brand satisfaction and brand trust indirectly and negatively on brand loyalty; brand trust does not have a direct or positive effect on brand loyalty and brand performance; and brand trust does not have a direct or positive effect on brand loyalty but has a direct and positive effect on brand performance variable. at CV. Wijaya Kembar.
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References
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Bahri-Ammari, N., Van Niekerk, M., Ben Khelil, H. and Chtioui, J. (2016), The effects of Brand attachment on behavioral loyalty in the luxury restaurant sector, International Journal of Contemporary Hospitality Management, Vol. 28 No. 3, pp. 559-585.
Ball, D., Coelho, P. S., & Machas, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272–1293. https://doi.org/10.1108/03090560410548979
Ballester, I.E.D. and Aleman, M.J.L. (2001), Brand trust in the context of consumer loyalty, European Journal of Marketing, Vol. 35 No.11/12, pp. 1238-1258.
Bart, Y., Shankar, V., Sultan, F. and Urban, G.L. (2005), Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study, Journal of Marketing, Vol. 69 No. 4, pp. 133-152, available at: https://doi.org/10.1509/jmkg.2005.69.4.133.
Becerra, E.P. and Korgaonkar, P.K. (2011), Effects of trust beliefs on consumers’ online intentions, European Journal of Marketing, Vol. 45 No. 6, pp. 936-962.
Becker, J.-M., Ringle, C.M., Sarstedt, M. and Völckner, F. (2015), How collinearity affects mixture regression results, Marketing Letters, Vol. 26 No. 4, pp. 643-659.
Belaid, S. and Behi, A.T. (2011), The role of attachment in building consumer-Brand relationships: an empirical investigation in the utilitarian consumption context, Journal of Product and Brand Management, Vol. 20 No. 1, pp. 37-47.
Bloemer, J.M. and Kasper, H.D. (1995), The complex relationship between consumer satisfaction and brand loyalty, Journal of Economic Psychology, Vol. 16 No. 2, pp. 311-329, available at: https://doi.org/10.1016/0167-4870(95)00007
Bhaudhuri, A. and Holbrook, M.B. (2001), The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty, Journal of Marketing, Vol. 65 No. 2, pp. 81-93, available at: https://doi.org/10.1509/jmkg.65.2.81.18255.
Chinomona, R. (2016). Brand Communication, Brand Image and Brand Trust as antecedents of Brand Loyalty in. African Journal of Economic and Management Studies, 7(3), 290–294. https://doi.org/10.1108/AJEMS-06-2016-0088.
Chiou, J.S. and Droge, C. (2006), Service quality, trust, specific asset investment, and expertise: direct and indirect effects in a satisfaction-loyalty framework, Journal of the Academy of Marketing Science, Vol. 34 No. 4, pp. 613-27.
Delgado-Ballester, E., Munuera-Aleman, J.L. and Yague Guillen, M.J. (2003), Development and validation of a brand trust scale, International Journal of Market Research, Vol. 45 No. 1, pp. 35-76.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61, 35-51.
Dowling, G.R. and Uncles, M. (1997), Do customer loyalty programs really work?, Sloan Management Review, Vol. 38 No. 4, pp. 71-82.
Drennan, J., Bianchi, C., Cacho-Elizondo, S., Louriero, S., Guibert, N. and Proud, W. (2015), Examining the role of wine Brand love on Brand loyalty: a multi-country comparison, International Journal of Hospitality Management, Vol. 49, pp. 47-55.
Evanschitzky, H. and Wunderlich, M. (2006), An examination of moderator effects in the four-stage loyalty model, Journal of Service Research, Vol. 8 No. 4, pp. 330-345, available at: https://doi.org/10.1177/1094670506286325.
Fullerton, G. (2011). Journal of Retailing and Consumer Services Creating advocates : The roles of satisfaction , trust and commitment. Journal of Retailing and Consumer Services, 18(1), 92–100 https://doi.org/10.1016/j.jretconser.2010.10.003.
Ghorbanzadeh, D., & Rahehagh, A. (2021). Emotional brand attachment and brand love: the emotional bridges in the process of transition from satisfaction to loyalty. Rajagiri Management Journal, 15(1), 16–38. https://doi.org/10.1108/ramj-05-2020-0024.
Gözükara, İ Çolakoğlu, N. (2016). A Research on Generation Y Students: rnBrand Innovation, Brand Trust and Brand Loyalty. International Journal of Business Management and Economic Research, 7(2), 603–611.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLSSEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203.
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Han, S.L. and Sung, H.S. (2008), Industrial brand value and relationship performance in business markets – a general structural equation model, Industrial Marketing Management, Vol. 37 No. 7, pp. 807-818.
Iglesias, O., Singh, J.J. and Batista-Foguet, J.M. (2011), The role of brand experience and affective commitment in determining Brand loyalty, Journal of Brand Management, Vol. 18 No. 8, pp. 570-582, available at: https://doi.org/10.1057/bm.2010.58
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Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88.
Jones, M.A. and Suh, J. (2000), Transaction-specific satisfaction and overall satisfaction: an empirical analysis, Journal of Services Marketing, Vol. 14 No. 2, pp. 147-159.
Kabiraj, Sajal and Shanmugan, Joghee. (2010), Development of a conceptual framework for brand loyalty: A Euro-Mediterranean Perspective, Brand Management, 18, 4-5, 285299.
Kuhn, K.A.L., Alpert, F. and Pope, N.K.L. (2008), An application of Keller’s brand equity model in a B2B context, Qualitative Market Research: An International Journal, Vol. 11 No. 1, pp. 40-58.
Khuong, M.N. and Dai, N.Q. (2016), The factors affecting customer satisfaction and customer loyalty–A study of local taxi companies in Ho Chi Minh City, Vietnam, International Journal of Innovation, Management and Technology, Vol. 7 No. 5, p. 228.
Kuikka, A., & Laukkanen, T. (2012). Brand loyalty and the role of hedonic value. 7, 529–537. https://doi.org/10.1108/10610421211276277
Kwon, J. H., Jung, S. H., Choi, H. J., & Kim, J. (2020). Antecedent factors that affect restaurant brand trust and brand loyalty: focusing on US and Korean consumers. Journal of Product and Brand Management, 30(7), 990–1015. https://doi.org/10.1108/JPBM-02-2020-2763
Liu, C. T., Guo, Y. M., & Lee, C. H. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 31(1), 71-79.
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Moorman, C., Zaltman, G. and Deshpande, R. (1992), Relationships between providers and users of market research: the dynamics of trust, Journal of Marketing Research, Vol. 29 No. 3, pp. 314-328, available at: https://doi.org/10.1177/002224379202900303.
Morgan, R. M., & Hunt, S. D. (1994). The commitment trust theory of relationship marketing. Journal of Marketing, 58(2), 20–38.
Nitzl, C., Roldán, J.L. and Cepeda, C.G. (2016), ―Mediation a nalysis in partial least squares path modeling: Helping researchers discuss more sophisticated models‖, Industrial Management and Data Systems, Vol. 119 No. 9, pp. 1849- 1864.
Noor, M., Shariff, M., Setyawati, S. M., & Anindita, K. (2012). Brand loyalty as a mediator of the relationship between brand trust and brand performance. Knowledge Management International Conference, 4–6(July), 420–424.
Obolenska, T., Shatarska, I., & Shevtsov, Y. (2019). The use of the “rational” system of global marketing communications in management of international enterprises. Problems and Perspectives in Management, 17(3), 14–30. https://doi.org/10.21511/ppm.17(3).2019.02
Oliver RL. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: Irwin McGraw-Hill.
Papadopoulou, P., Andreou, A., Kanellis, P. and Martakos, D. (2001), Trust and relationship building in electronic commerce, Internet Research, Vol. 11 No. 4, pp. 322-332, available at: https://doi.org/10.1108/10662240110402777.
Pasha, A.T. and Waleed, A. (2016), Factors affecting customer loyalty in banking sector of Punjab, Pakistan, Paradigms: A Research Journal of Commerce. Economics, and Social Sciences, Vol. 10 No. 2, pp. 43-52.
Patrick De Pelsmacker, D. M. and M. G. (2002). EMOTIONAL AND RATIONAL ADVERTISING MESSAGES IN POSITIVE AND NEGATIVE POLISH MEDIA CONTEXTS. New Directions in International Advertising Reseacrh, 12, 121–135.
Pavlou, P. A., Liang, H. and Xue, Y. (2007), Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective, MIS Quarterly, Vol. 31 No. 1, pp. 105–136.
Rauymen P, Miller K. (2007). Relationship quality as a predictor of B2B customer loyalty. Joumal of Business Research; 60(1): 21-31.
Reichheld, F. F., Markey Jr., R. G., & Hopton, C. (2000). E-customer loyalty–applying the traditional rules of business for online success. European Business Journal, 12(4), 173–79.
Rigdon, E.E. (2012), ―Rethinking partial least squares path modeling: in praise of simple methods‖, Long Range Planning, Vol. 45 No 5/6, pp. 341-358.
Sahin, A., Zehir, C. and Kitapçı, H. (2011), The effects of Brand experiences, trust and satisfaction on building Brand loyalty: an empirical research on global brands, Procedia – Social and Behavioral Sciences, Vol. 24, pp. 1288-1301, available at: https://doi.org/10.1016/j.sbspro.2011.09.143
Shafei, I., Shafei, I., Tabaa, H. and Tabaa, H. (2016), Factors affecting customer loyalty for mobile telecommunication industry, Journal of Business, Vol. 11 No. 3, pp. 347-361.
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J. H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: guidelines for using PLSpredict. European Journal of Marketing, 53(11), 2322–2347. https://doi.org/10.1108/EJM-02-2019-0189.
Singh, J.J., Iglesias, O. and Batista-Foguet, J.M. (2012), Does having an ethical Brand matter? The influence of consumer perceived ethicality on trust, affect and loyalty, Journal of Business Ethics, Vol. 111 No. 4, pp. 541-549, available at: https://doi.org/10.1007/s10551-012-1216-7.
Song, H., Wang, J. and Han, H. (2019), Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops, International Journal of Hospitality Management, Vol. 79, pp. 50-59.
Syed Alwi, S. F., Nguyen, B., Melewar, T. C., Loh, Y. H., & Liu, M. (2016). Explicating industrial brand equity: Integrating brand trust, brand performance and industrial brand image. Industrial Management and Data Systems, 116(5), 858–Abdullah, A. (2015). A Structural Model of The Relationships between Brand Image, Brand Trust and Brand Loyalty. International Journal of Management Research & Review, 5(3), 137–145.
Agustin, C. and Singh, J. (2005), Curvilinear effects of consumer loyalty determinants in relational exchanges, Journal of Marketing Research, Vol. 42 No. 1, pp. 96-108, available at: http://dx.doi.org/10.1509/jmkr.42.1.96.56961
Aaker DA. (1991). Managing Brand Equity: Capitalizing on the Value of a Brand Name. New York: The Free Press.
Algesheimer, R., Dholakia, U.M and Herrmann, A. (2005), The Social Influence of Brand Community; Evidence From European Car Clubs, Journal of Marketing, Vol.69, pp.19-34.
Amine, A. (1998), Consumers’ true brand loyalty: the Central role of commitment, Journal of Strategic Marketing, Vol. 6 No. 4, pp. 305-319, available at: https://doi.org/10.1080/096525498346577
Assael Henry. (1998), Consumer Behavior and Marketing Action, South-Western College Publishing, Ohio.
Bahri-Ammari, N., Van Niekerk, M., Ben Khelil, H. and Chtioui, J. (2016), The effects of Brand attachment on behavioral loyalty in the luxury restaurant sector, International Journal of Contemporary Hospitality Management, Vol. 28 No. 3, pp. 559-585.
Ball, D., Coelho, P. S., & Machas, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272–1293. https://doi.org/10.1108/03090560410548979
Ballester, I.E.D. and Aleman, M.J.L. (2001), Brand trust in the context of consumer loyalty, European Journal of Marketing, Vol. 35 No.11/12, pp. 1238-1258.
Bart, Y., Shankar, V., Sultan, F. and Urban, G.L. (2005), Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study, Journal of Marketing, Vol. 69 No. 4, pp. 133-152, available at: https://doi.org/10.1509/jmkg.2005.69.4.133.
Becerra, E.P. and Korgaonkar, P.K. (2011), Effects of trust beliefs on consumers’ online intentions, European Journal of Marketing, Vol. 45 No. 6, pp. 936-962.
Becker, J.-M., Ringle, C.M., Sarstedt, M. and Völckner, F. (2015), How collinearity affects mixture regression results, Marketing Letters, Vol. 26 No. 4, pp. 643-659.
Belaid, S. and Behi, A.T. (2011), The role of attachment in building consumer-Brand relationships: an empirical investigation in the utilitarian consumption context, Journal of Product and Brand Management, Vol. 20 No. 1, pp. 37-47.
Bloemer, J.M. and Kasper, H.D. (1995), The complex relationship between consumer satisfaction and brand loyalty, Journal of Economic Psychology, Vol. 16 No. 2, pp. 311-329, available at: https://doi.org/10.1016/0167-4870(95)00007-B
Chaudhuri, A. and Holbrook, M.B. (2001), The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty, Journal of Marketing, Vol. 65 No. 2, pp. 81-93, available at: https://doi.org/10.1509/jmkg.65.2.81.18255.
Chinomona, R. (2016). Brand Communication, Brand Image and Brand Trust as antecedents of Brand Loyalty in. African Journal of Economic and Management Studies, 7(3), 290–294. https://doi.org/10.1108/AJEMS-06-2016-0088
Chiou, J.S. and Droge, C. (2006), Service quality, trust, specific asset investment, and expertise: direct and indirect effects in a satisfaction-loyalty framework, Journal of the Academy of Marketing Science, Vol. 34 No. 4, pp. 613-27.
Delgado-Ballester, E., Munuera-Aleman, J.L. and Yague Guillen, M.J. (2003), Development and validation of a brand trust scale, International Journal of Market Research, Vol. 45 No. 1, pp. 35-76.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61, 35-51.
Dowling, G.R. and Uncles, M. (1997), Do customer loyalty programs really work?, Sloan Management Review, Vol. 38 No. 4, pp. 71-82.
Drennan, J., Bianchi, C., Cacho-Elizondo, S., Louriero, S., Guibert, N. and Proud, W. (2015), Examining the role of wine Brand love on Brand loyalty: a multi-country comparison, International Journal of Hospitality Management, Vol. 49, pp. 47-55.
Evanschitzky, H. and Wunderlich, M. (2006), An examination of moderator effects in the four-stage loyalty model, Journal of Service Research, Vol. 8 No. 4, pp. 330-345, available at: https://doi.org/10.1177/1094670506286325
Fullerton, G. (2011). Journal of Retailing and Consumer Services Creating advocates : The roles of satisfaction , trust and commitment. Journal of Retailing and Consumer Services, 18(1), 92–100 https://doi.org/10.1016/j.jretconser.2010.10.003.
Ghorbanzadeh, D., & Rahehagh, A. (2021). Emotional brand attachment and brand love: the emotional bridges in the process of transition from satisfaction to loyalty. Rajagiri Management Journal, 15(1), 16–38. https://doi.org/10.1108/ramj-05-2020-0024
Gözükara, İ Çolakoğlu, N. (2016). A Research on Generation Y Students: rnBrand Innovation, Brand Trust and Brand Loyalty. International Journal of Business Management and Economic Research, 7(2), 603–611.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLSSEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203.
Halim, R. E. (2011). The Effect of the Relationship of Brand Trust and Brand Affect on Brand Performance: An Analysis from Brand Loyalty Perspective (A Case of Instant Coffee Product in Indonesia). SSRN Electronic Journal. https://doi.org/10.2139/ssrn.925169
Han, S.L. and Sung, H.S. (2008), Industrial brand value and relationship performance in business markets – a general structural equation model, Industrial Marketing Management, Vol. 37 No. 7, pp. 807-818.
Iglesias, O., Singh, J.J. and Batista-Foguet, J.M. (2011), The role of brand experience and affective commitment in determining Brand loyalty, Journal of Brand Management, Vol. 18 No. 8, pp. 570-582, available at: https://doi.org/10.1057/bm.2010.58
Jamshidi, D., & Rousta, A. (2021). Brand Commitment Role in the Relationship between Brand Loyalty and Brand Satisfaction: Phone Industry in Malaysia. Journal of Promotion Management, 27(1), 151–176. https://doi.org/10.1080/10496491.2020.1809596
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88.
Jones, M.A. and Suh, J. (2000), Transaction-specific satisfaction and overall satisfaction: an empirical analysis, Journal of Services Marketing, Vol. 14 No. 2, pp. 147-159.
Kabiraj, Sajal and Shanmugan, Joghee. (2010), Development of a conceptual framework for brand loyalty: A Euro-Mediterranean Perspective, Brand Management, 18, 4-5, 285299.
Kuhn, K.A.L., Alpert, F. and Pope, N.K.L. (2008), An application of Keller’s brand equity model in a B2B context, Qualitative Market Research: An International Journal, Vol. 11 No. 1, pp. 40-58.
Khuong, M.N. and Dai, N.Q. (2016), The factors affecting customer satisfaction and customer loyalty–A study of local taxi companies in Ho Chi Minh City, Vietnam, International Journal of Innovation, Management and Technology, Vol. 7 No. 5, p. 228.
Kuikka, A., & Laukkanen, T. (2012). Brand loyalty and the role of hedonic value. 7, 529–537. https://doi.org/10.1108/10610421211276277
Kwon, J. H., Jung, S. H., Choi, H. J., & Kim, J. (2020). Antecedent factors that affect restaurant brand trust and brand loyalty: focusing on US and Korean consumers. Journal of Product and Brand Management, 30(7), 990–1015. https://doi.org/10.1108/JPBM-02-2020-2763
Liu, C. T., Guo, Y. M., & Lee, C. H. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 31(1), 71-79.
Misno, A., Mulyapradana, A., Tajibu, M. J., Saputra, N., Aziza, N., & Anita, T. L. (2021). Fundamentals of Social Research. In Gcaindo (Ed.), Fundamentals of Social Research: Methods, Processes andApplications (1st ed.). Diandra Kreatif.
Moorman, C., Zaltman, G. and Deshpande, R. (1992), Relationships between providers and users of market research: the dynamics of trust, Journal of Marketing Research, Vol. 29 No. 3, pp. 314-328, available at: https://doi.org/10.1177/002224379202900303.
Morgan, R. M., & Hunt, S. D. (1994). The commitment trust theory of relationship marketing. Journal of Marketing, 58(2), 20–38.
Nitzl, C., Roldán, J.L. and Cepeda, C.G. (2016), ―Mediation a nalysis in partial least squares path modeling: Helping researchers discuss more sophisticated models‖, Industrial Management and Data Systems, Vol. 119 No. 9, pp. 1849- 1864.
Noor, M., Shariff, M., Setyawati, S. M., & Anindita, K. (2012). Brand loyalty as a mediator of the relationship between brand trust and brand performance. Knowledge Management International Conference, 4–6(July), 420–424.
Obolenska, T., Shatarska, I., & Shevtsov, Y. (2019). The use of the “rational” system of global marketing communications in management of international enterprises. Problems and Perspectives in Management, 17(3), 14–30. https://doi.org/10.21511/ppm.17(3).2019.02
Oliver RL. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: Irwin McGraw-Hill.
Papadopoulou, P., Andreou, A., Kanellis, P. and Martakos, D. (2001), Trust and relationship building in electronic commerce, Internet Research, Vol. 11 No. 4, pp. 322-332, available at: https://doi.org/10.1108/10662240110402777.
Pasha, A.T. and Waleed, A. (2016), Factors affecting customer loyalty in banking sector of Punjab, Pakistan, Paradigms: A Research Journal of Commerce. Economics, and Social Sciences, Vol. 10 No. 2, pp. 43-52.
Patrick De Pelsmacker, D. M. and M. G. (2002). EMOTIONAL AND RATIONAL ADVERTISING MESSAGES IN POSITIVE AND NEGATIVE POLISH MEDIA CONTEXTS. New Directions in International Advertising Reseacrh, 12, 121–135.
Pavlou, P. A., Liang, H. and Xue, Y. (2007), Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective, MIS Quarterly, Vol. 31 No. 1, pp. 105–136.
Rauymen P, Miller K. (2007). Relationship quality as a predictor of B2B customer loyalty. Joumal of Business Research; 60(1): 21-31.
Reichheld, F. F., Markey Jr., R. G., & Hopton, C. (2000). E-customer loyalty–applying the traditional rules of business for online success. European Business Journal, 12(4), 173–79.
Rigdon, E.E. (2012), ―Rethinking partial least squares path modeling: in praise of simple methods‖, Long Range Planning, Vol. 45 No 5/6, pp. 341-358.
Sahin, A., Zehir, C. and Kitapçı, H. (2011), The effects of Brand experiences, trust and satisfaction on building Brand loyalty: an empirical research on global brands, Procedia – Social and Behavioral Sciences, Vol. 24, pp. 1288-1301, available at: https://doi.org/10.1016/j.sbspro.2011.09.143
Shafei, I., Shafei, I., Tabaa, H. and Tabaa, H. (2016), Factors affecting customer loyalty for mobile telecommunication industry, Journal of Business, Vol. 11 No. 3, pp. 347-361.
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J. H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: guidelines for using PLSpredict. European Journal of Marketing, 53(11), 2322–2347. https://doi.org/10.1108/EJM-02-2019-0189
Singh, J.J., Iglesias, O. and Batista-Foguet, J.M. (2012), Does having an ethical Brand matter? The influence of consumer perceived ethicality on trust, affect and loyalty, Journal of Business Ethics, Vol. 111 No. 4, pp. 541-549, available at: https://doi.org/10.1007/s10551-012-1216-7.
Song, H., Wang, J. and Han, H. (2019), Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops, International Journal of Hospitality Management, Vol. 79, pp. 50-59.
Syed Alwi, S. F., Nguyen, B., Melewar, T. C., Loh, Y. H., & Liu, M. (2016). Explicating industrial brand equity: Integrating brand trust, brand performance and industrial brand image. Industrial Management and Data Systems, 116(5), 858–882. https://doi.org/10.1108/IMDS-09-2015-0364.
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