Author
Hatice Yıldırım
Bio: Hatice Yıldırım is an academic researcher. The author has contributed to research in topics: Brand equity & Loyalty. The author has an hindex of 1, co-authored 1 publications receiving 155 citations.
Papers
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TL;DR: In this paper, the effect of the variables including brand value, brand equity, brand quality, brand satisfaction, brand trust, and brand commitment on brand loyalty and repurchase intentions was investigated.
180 citations
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TL;DR: In this paper, the relationship between customer satisfaction and trust on customer loyalty has investigated in the commercial banks of Sri Lanka, and the findings revealed a significant positive correlation between customer trust and loyalty; customer satisfaction, loyalty, and trust.
Abstract: Furious competition among the banks induces the owners to find out the ways to ensure the sustainability in the market and to gain competitive advantage even among competition. Thus, focus towards the customer loyalty has increased more than ever before which drew the attention of the researchers en route for the identification of the antecedents of customer loyalty. In this regard, the relationship between customer satisfaction and trust on customer loyalty has investigated in the commercial banks of Sri Lanka. The findings revealed a significant positive correlation between customer trust and loyalty; customer satisfaction and loyalty; and customer satisfaction and trust. Customer satisfaction has identified as an important influencer on customer loyalty. Further, customer trust impacted by customer satisfaction which proved that customer satisfaction is an antecedent of customer trust. Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed. The future studies may replicate in other service contexts and comparison of models of government and private banks will give more understanding.
140 citations
TL;DR: In this article, the authors show that perceived risk has a negative impact on trust, customer satisfaction, and customer loyalty, while the positive effect of trust has a positive effect on customer satisfaction.
Abstract: Brand prestige significantly influences trust, customer satisfaction, customer loyalty, and perceived risk. Perceived risk has a negative impact on trust, customer satisfaction, and customer loyalty. Data analysis also revealed the positive effect of trust on customer satisfaction and customer loyalty. Theoretical and managerial implications are provided in the conclusion and discussion.
117 citations
TL;DR: In this article, the authors investigate the effects of service quality of home delivery personnel and perceived value on customer satisfaction, with trust playing an intervening role, and they contribute to the development and validation of a trust-based satisfaction model by extending the SERVQUAL model to incorporate perceived value in the presence of trust, while complying with expectation disconfirmation theory.
108 citations
30 Sep 2013
TL;DR: In this article, the influence of consumer brand experience on their brand satisfaction, brand trust and brand attachment in an African context was examined and five hypotheses were posited and in order to empirically test them, a sample data set was collected from Gauteng Province of South Africa.
Abstract: This study examines the influence of consumer brand experience on their brand satisfaction, brand trust and brand attachment in an African context. Five hypotheses are posited and in order to empirically test them, a sample data set of 151 was collected from Gauteng Province of South Africa. The results indicate that brand experience positively influences brand satisfaction, brand trust and brand attachment in a significant way. Drawing from the study’s findings, managerial implications are discussed and limitations and future research directions are suggested. By and large, this study immensely contributes new knowledge to the existing body of brand management literature in Africa - a context that is often most neglected by some researchers in developing countries.
94 citations
TL;DR: Analysis of survey data from social commerce customers in Indonesia indicates that repurchase and WOM intentions are positively affected by trust and satisfaction, where both Trust and satisfaction are negatively affected by reputation and information quality.
90 citations