The Determinants of Brand Loyalty in Malaysian Automobile Industry
Abstract
The purpose of this study is to establish a conceptual framework for the mediating effect of brand satisfaction on the relationships between brand price, brand advertisement brand loyalty of local automobile brands in Malaysia. The conceptual framework proposes that customers will be loyal when the automobile companies offer a good price and brand advertisement, satisfies their customers’ requirement. This study is expected to contribute to extending body of knowledge of brand loyalty in the context of automobile industry for a developing countries’ perspective Malaysia.
References
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Abbas, J., Arshad, D., & Subramaniam, C. (2019b). Social Capital and Social Enterprise Performance in Pakistan Social Innovation as a Proposed Mediator. Social Science and Humanities Journal, 1089-1095.
Ahmed, Z., Rehman, Z., Asad, A., Hussain, N., & Bilal, A. (2013). The impact of organizational change on the employee’s performance in banking sector of Pakistan. Ethiopian International Journal of Multidisciplinary Research, 1(1), 1-12.
Ahmed, Z., Sabir, S., Khosa, M., Ahmad, I., & Bilal, M. A. (2016). Impact of Employee Turnover on Organisational Effectiveness in Tele Communication Sector of Pakistan. IOSR Journal of Business and Management, 18(11), 88-96.
Ahmed, Z., Sabir, S., Rehman, Z., Khosa, M., & Khan, A. (2016). The Impact of Emotional Intelligence on Employee’s Performance in Public and Private Higher Educational Institutions of Pakistan. IOSR Journal of Business & Management. Georgiana, 18(2), 63-71.
Agustin, C., & Singh, J. (2005). Curvilinear effects of consumer loyalty determinants in relational exchanges. Journal of Marketing research, 42(1), 96-108.
Anabila, P., Narteh, B., & Tweneboah-Koduah, E. Y. (2012). Relationship Marketing Practices and Customer Loyalty: Evidence from the Banking 86 Industry in Ghana. European Journal of Business and Management, 4(13), 51-61.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Baldinger, A. L., & Rubinson, J. (1996). Brand loyalty: the link between attitude and behavior. Journal of Advertising Research, 36(6), 22-36.
Barney, J. B., & Hansen, M. H. (1994). Trustworthiness as a source of competitive advantage. Strategic management journal, 15(S1), 175-190.
Bennur, S. (2010). From apparel product attributes to brand loyalty: A cross-cultural investigation of U.S. and Indian consumers' attribute choices applying Kano's theory. (3422260 Ph.D.), Oklahoma State University, Ann Arbor. Retrieved from http://hdl.handle.net/11244/6697, ProQuest Dissertations & Theses Full Text database.
Berry. (1995). Relationship marketing of services growing interest, emerging perspectives. Journal of the academy of marketing science, 23(4), 236-245.
Bilgihan, A. (2016). Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding. Computers in Human Behaviour, 61, 103-113.
Bilgihan, A., & Bujisic, M. (2015). The effect of website features in online relationship marketing: A case of online hotel booking. Electronic Commerce Research and Applications, 14(4), 222-232.
Chaudhuri, A., & 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, 65(2), 81-93.
Chiou, & 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, 34(4), 613-627.
Chiou, & Shen, C. C. (2006). The effects of satisfaction, opportunism, and asset specificity on consumers' loyalty intention toward internet portal sites. International Journal of Service Industry Management, 17(1), 7-22.
Clark, M. S., & Mills, J. (1979). Interpersonal attraction in exchange and communal relationships. Journal of personality and social psychology, 37(1), 12-24.
David, A. A. (1991). Managing brand equity: Capitalizing on the value of a brand name: Free Pr.
Dehdashti, Z., Kenari, M. J., & Bakhshizadeh, A. (2012). The impact of social identity of brand on brand loyalty development. Management Science Letters, 2(4), 1425–1434
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Fournier, S., & Yao, J. L. (1997). Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationships. International Journal of Research in Marketing, 14(5), 451-472.
Ghani, N. H. A. (2012). Relationship Marketing In Branding: The automobile authorized independent dealers in Malaysia. International Journal of Business and Social Science, 3(5), 144-154.
Granzin, K. L., &. Olsen, J. E. (1998). Americans’ Choice of Domestic over Foreignproducts: A Matter of Helping Behavior?. Journal of Business Research, 43(1), 39–54.
Halim, R. E. (2006). The effect of the relationship of brand trust and brand affect on brand performance: An analysis from brand loyalty perspective (A case of 229 instant coffee product in Indonesia). Available at SSRN 925169.
Hyun, S. S., & Wansoo, K. (2011). Dimensions of brand equity in the chain restaurant industry. Cornell Hospitality Quarterly, 52(4), 429-437.
Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty measurement and management: Wiley New York. Available at http://eli.johogo.com/Class/jm-2001.pdf
Jimenez, N, H., & Martín, S.S . (2007). The purchase of foreign products: the role of firm's country-of-origin reputation, consumer ethnocentrism, animosity and trust. Documentos de trabajo" Nuevas tendencias en dirección de empresas", (13), 1-34.
Jiménez, N. H., & San Martín, S. (2010). The role of country-of-origin, ethnocentrism and animosity in promoting consumer trust. The moderating role of familiarity. International Business Review, 19(1), 34-45.
Juan, C., Ga, Z.A., & Manuel, S. P. (2009). Factors Influencing Olive Oil Brand Choice in Spain: An Empirical Analysis Using Scanner Data. Agribusiness: An International Journal, 25(1) 36–55.
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
Kapferer, & Schuiling, I. (2003). How unique are local brands? An empirical comparison of local and international brands in the food industry. Unpublished Working Paper, University of Louvain, Institut d’Administration et de Gestion.
file:///C:/Users/USER/Downloads/15218-65501-1-PB%20(1).pdf
Keller, K. L. (2009). Building strong brands in a modern marketing communications environment. Journal of marketing communications, 15(2-3), 139-155.
Knox, S., & Walker, D. (2003). Empirical developments in the measurement of involvement, brand loyalty and their relationship in grocery markets. Journal of strategic marketing, 11(4), 271-286.
Mabkhot, H. A., Shaari, H., & Salleh, S. M. (2017). The Influence of Brand Image and Brand Personality on Brand Loyalty, Mediating by Brand Trust: An Empirical Study. Journal Pengurusan, 50, 71-82.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing, 58(3), 20-38.
Nezakati, H., Hui, A. S., & Jofreh, M. (2014). Merging Repatronage Behavior Model (RBM) Towards Hypermarkets in Malaysia. Journal of Applied Sciences, 14(6), 552-564.
Noton, A. (2009). Brand Loyalty is one of a Company's Most Important Assets
http://146.186.15.14/users/j/w/jwo3/Hotel%20Brand%20Strategy%20Article2.pdf
Oliver, R. L. Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of retailing, 73(3), 311-336.
Oliver, R. L. (1999). Whence consumer loyalty? The Journal of Marketing, 63(4), 33-44.
Oliver, R. L., Rust, R., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311-336.
Poppo, L., Zhou, K. Z., & Li, J. J. (2016). When can you trust “trust”? Calculative trust, relational trust, and supplier performance. Strategic Management Journal, 37(4), 724-741.
Raj, M. P. m., choudhary, A., & Kalai. (2008). Measurement of Brand Preferences & Brand Loyalty in Business Magazines- An Empirical Study. New Age Marketing: Emerging Realities: Excel Books India.
Abbas, J., Arshad, D., & Subramaniam, C. (2019b). Social Capital and Social Enterprise Performance in Pakistan Social Innovation as a Proposed Mediator. Social Science and Humanities Journal, 1089-1095.
Ahmed, Z., Rehman, Z., Asad, A., Hussain, N., & Bilal, A. (2013). The impact of organizational change on the employee’s performance in banking sector of Pakistan. Ethiopian International Journal of Multidisciplinary Research, 1(1), 1-12.
Ahmed, Z., Sabir, S., Khosa, M., Ahmad, I., & Bilal, M. A. (2016). Impact of Employee Turnover on Organisational Effectiveness in Tele Communication Sector of Pakistan. IOSR Journal of Business and Management, 18(11), 88-96.
Ahmed, Z., Sabir, S., Rehman, Z., Khosa, M., & Khan, A. (2016). The Impact of Emotional Intelligence on Employee’s Performance in Public and Private Higher Educational Institutions of Pakistan. IOSR Journal of Business & Management. Georgiana, 18(2), 63-71.
Agustin, C., & Singh, J. (2005). Curvilinear effects of consumer loyalty determinants in relational exchanges. Journal of Marketing research, 42(1), 96-108.
Anabila, P., Narteh, B., & Tweneboah-Koduah, E. Y. (2012). Relationship Marketing Practices and Customer Loyalty: Evidence from the Banking 86 Industry in Ghana. European Journal of Business and Management, 4(13), 51-61.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Baldinger, A. L., & Rubinson, J. (1996). Brand loyalty: the link between attitude and behavior. Journal of Advertising Research, 36(6), 22-36.
Barney, J. B., & Hansen, M. H. (1994). Trustworthiness as a source of competitive advantage. Strategic management journal, 15(S1), 175-190.
Bennur, S. (2010). From apparel product attributes to brand loyalty: A cross-cultural investigation of U.S. and Indian consumers' attribute choices applying Kano's theory. (3422260 Ph.D.), Oklahoma State University, Ann Arbor. Retrieved from http://hdl.handle.net/11244/6697, ProQuest Dissertations & Theses Full Text database.
Berry. (1995). Relationship marketing of services growing interest, emerging perspectives. Journal of the academy of marketing science, 23(4), 236-245.
Bilgihan, A. (2016). Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding. Computers in Human Behaviour, 61, 103-113.
Bilgihan, A., & Bujisic, M. (2015). The effect of website features in online relationship marketing: A case of online hotel booking. Electronic Commerce Research and Applications, 14(4), 222-232.
Chaudhuri, A., & 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, 65(2), 81-93.
Chiou, & 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, 34(4), 613-627.
Chiou, & Shen, C. C. (2006). The effects of satisfaction, opportunism, and asset specificity on consumers' loyalty intention toward internet portal sites. International Journal of Service Industry Management, 17(1), 7-22.
Clark, M. S., & Mills, J. (1979). Interpersonal attraction in exchange and communal relationships. Journal of personality and social psychology, 37(1), 12-24.
David, A. A. (1991). Managing brand equity: Capitalizing on the value of a brand name: Free Pr.
Dehdashti, Z., Kenari, M. J., & Bakhshizadeh, A. (2012). The impact of social identity of brand on brand loyalty development. Management Science Letters, 2(4), 1425–1434
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Fournier, S., & Yao, J. L. (1997). Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationships. International Journal of Research in Marketing, 14(5), 451-472.
Ghani, N. H. A. (2012). Relationship Marketing In Branding: The automobile authorized independent dealers in Malaysia. International Journal of Business and Social Science, 3(5), 144-154.
Granzin, K. L., &. Olsen, J. E. (1998). Americans’ Choice of Domestic over Foreignproducts: A Matter of Helping Behavior?. Journal of Business Research, 43(1), 39–54.
Halim, R. E. (2006). The effect of the relationship of brand trust and brand affect on brand performance: An analysis from brand loyalty perspective (A case of 229 instant coffee product in Indonesia). Available at SSRN 925169.
Hyun, S. S., & Wansoo, K. (2011). Dimensions of brand equity in the chain restaurant industry. Cornell Hospitality Quarterly, 52(4), 429-437.
Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty measurement and management: Wiley New York. Available at http://eli.johogo.com/Class/jm-2001.pdf
Jimenez, N, H., & Martín, S.S . (2007). The purchase of foreign products: the role of firm's country-of-origin reputation, consumer ethnocentrism, animosity and trust. Documentos de trabajo" Nuevas tendencias en dirección de empresas", (13), 1-34.
Jiménez, N. H., & San Martín, S. (2010). The role of country-of-origin, ethnocentrism and animosity in promoting consumer trust. The moderating role of familiarity. International Business Review, 19(1), 34-45.
Juan, C., Ga, Z.A., & Manuel, S. P. (2009). Factors Influencing Olive Oil Brand Choice in Spain: An Empirical Analysis Using Scanner Data. Agribusiness: An International Journal, 25(1) 36–55.
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
Kapferer, & Schuiling, I. (2003). How unique are local brands? An empirical comparison of local and international brands in the food industry. Unpublished Working Paper, University of Louvain, Institut d’Administration et de Gestion.
file:///C:/Users/USER/Downloads/15218-65501-1-PB%20(1).pdf
Keller, K. L. (2009). Building strong brands in a modern marketing communications environment. Journal of marketing communications, 15(2-3), 139-155.
Knox, S., & Walker, D. (2003). Empirical developments in the measurement of involvement, brand loyalty and their relationship in grocery markets. Journal of strategic marketing, 11(4), 271-286.
Mabkhot, H. A., Shaari, H., & Salleh, S. M. (2017). The Influence of Brand Image and Brand Personality on Brand Loyalty, Mediating by Brand Trust: An Empirical Study. Journal Pengurusan, 50, 71-82.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing, 58(3), 20-38.
Nezakati, H., Hui, A. S., & Jofreh, M. (2014). Merging Repatronage Behavior Model (RBM) Towards Hypermarkets in Malaysia. Journal of Applied Sciences, 14(6), 552-564.
Noton, A. (2009). Brand Loyalty is one of a Company's Most Important Assets
http://146.186.15.14/users/j/w/jwo3/Hotel%20Brand%20Strategy%20Article2.pdf
Oliver, R. L. Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of retailing, 73(3), 311-336.
Oliver, R. L. (1999). Whence consumer loyalty? The Journal of Marketing, 63(4), 33-44.
Oliver, R. L., Rust, R., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311-336.
Poppo, L., Zhou, K. Z., & Li, J. J. (2016). When can you trust “trust”? Calculative trust, relational trust, and supplier performance. Strategic Management Journal, 37(4), 724-741.
Raj, M. P. m., choudhary, A., & Kalai. (2008). Measurement of Brand Preferences & Brand Loyalty in Business Magazines- An Empirical Study. New Age Marketing: Emerging Realities: Excel Books India.