Influence of consumer satisfaction on brand allegiance: An empirical investigation in Pakistan's safety and luxury automobile sector
Purpose: This study aims to evaluate the influence of customer satisfaction on brand loyalty within Pakistan's safety luxury automobile sector, featuring Toyota Indus, Honda, and Suzuki as key players. Methods: Employing a quantitative approach, the research collected data from 275 customer que...
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| Format: | Article |
| Language: | English |
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Elsevier
2025-02-01
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| Series: | Acta Psychologica |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S0001691824005456 |
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| author | Manzar Rehman Tong Zelin Talib Hussain |
| author_facet | Manzar Rehman Tong Zelin Talib Hussain |
| author_sort | Manzar Rehman |
| collection | DOAJ |
| description | Purpose: This study aims to evaluate the influence of customer satisfaction on brand loyalty within Pakistan's safety luxury automobile sector, featuring Toyota Indus, Honda, and Suzuki as key players. Methods: Employing a quantitative approach, the research collected data from 275 customer questionnaires. The study examined the relationships between customer expectations, perceived quality, perceived value, and brand loyalty. Originality: This study contributes original insights by exploring the unique dynamics of brand loyalty within Pakistan's safety luxury automobile sector. It sheds light on the specific challenges faced by major players in this market and emphasizes the critical role of effective customer communication and the strategic use of Customer Relationship Management (CRM) data to enhance the customer experience and promote brand loyalty. These findings offer valuable perspectives in a sector integral to Pakistan's economic development. Findings: The research uncovered significant associations between customer expectations, perceived quality, perceived value, and brand loyalty. Despite their market dominance, these companies faced challenges in cultivating brand loyalty due to issues such as subpar quality, high pricing, and inadequate service. Practical implications: This study emphasizes the pivotal role of effective customer communication. It suggests that leveraging Customer Relationship Management (CRM) data can enhance the customer experience, ultimately fostering brand loyalty. These insights are particularly relevant in the context of a sector that plays a crucial role in Pakistan's economic development. |
| format | Article |
| id | doaj-art-9922677df38b45e994a9085bddd9bd4e |
| institution | Kabale University |
| issn | 0001-6918 |
| language | English |
| publishDate | 2025-02-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Acta Psychologica |
| spelling | doaj-art-9922677df38b45e994a9085bddd9bd4e2025-01-12T05:23:59ZengElsevierActa Psychologica0001-69182025-02-01252104667Influence of consumer satisfaction on brand allegiance: An empirical investigation in Pakistan's safety and luxury automobile sectorManzar Rehman0Tong Zelin1Talib Hussain2International School of Management, Hainan University, Haikou 570100, ChinaInternational School of Management, Hainan University, Haikou 570100, China; Corresponding author.Karakoram International University, Gilgit, Baltistan, Pakistan; Department of Media Management, University of Religions and Denominations, Qom 37491-13357, IranPurpose: This study aims to evaluate the influence of customer satisfaction on brand loyalty within Pakistan's safety luxury automobile sector, featuring Toyota Indus, Honda, and Suzuki as key players. Methods: Employing a quantitative approach, the research collected data from 275 customer questionnaires. The study examined the relationships between customer expectations, perceived quality, perceived value, and brand loyalty. Originality: This study contributes original insights by exploring the unique dynamics of brand loyalty within Pakistan's safety luxury automobile sector. It sheds light on the specific challenges faced by major players in this market and emphasizes the critical role of effective customer communication and the strategic use of Customer Relationship Management (CRM) data to enhance the customer experience and promote brand loyalty. These findings offer valuable perspectives in a sector integral to Pakistan's economic development. Findings: The research uncovered significant associations between customer expectations, perceived quality, perceived value, and brand loyalty. Despite their market dominance, these companies faced challenges in cultivating brand loyalty due to issues such as subpar quality, high pricing, and inadequate service. Practical implications: This study emphasizes the pivotal role of effective customer communication. It suggests that leveraging Customer Relationship Management (CRM) data can enhance the customer experience, ultimately fostering brand loyalty. These insights are particularly relevant in the context of a sector that plays a crucial role in Pakistan's economic development.http://www.sciencedirect.com/science/article/pii/S0001691824005456Brand satisfactionCustomer loyaltyCustomer expectationsCustomer perceived qualityBrand valueCustomer satisfaction |
| spellingShingle | Manzar Rehman Tong Zelin Talib Hussain Influence of consumer satisfaction on brand allegiance: An empirical investigation in Pakistan's safety and luxury automobile sector Acta Psychologica Brand satisfaction Customer loyalty Customer expectations Customer perceived quality Brand value Customer satisfaction |
| title | Influence of consumer satisfaction on brand allegiance: An empirical investigation in Pakistan's safety and luxury automobile sector |
| title_full | Influence of consumer satisfaction on brand allegiance: An empirical investigation in Pakistan's safety and luxury automobile sector |
| title_fullStr | Influence of consumer satisfaction on brand allegiance: An empirical investigation in Pakistan's safety and luxury automobile sector |
| title_full_unstemmed | Influence of consumer satisfaction on brand allegiance: An empirical investigation in Pakistan's safety and luxury automobile sector |
| title_short | Influence of consumer satisfaction on brand allegiance: An empirical investigation in Pakistan's safety and luxury automobile sector |
| title_sort | influence of consumer satisfaction on brand allegiance an empirical investigation in pakistan s safety and luxury automobile sector |
| topic | Brand satisfaction Customer loyalty Customer expectations Customer perceived quality Brand value Customer satisfaction |
| url | http://www.sciencedirect.com/science/article/pii/S0001691824005456 |
| work_keys_str_mv | AT manzarrehman influenceofconsumersatisfactiononbrandallegianceanempiricalinvestigationinpakistanssafetyandluxuryautomobilesector AT tongzelin influenceofconsumersatisfactiononbrandallegianceanempiricalinvestigationinpakistanssafetyandluxuryautomobilesector AT talibhussain influenceofconsumersatisfactiononbrandallegianceanempiricalinvestigationinpakistanssafetyandluxuryautomobilesector |