Investigation of customer satisfaction, brand trust and brand loyalty in electronics home appliances
CB-SEM Approach
Bibliographic Data
| ID | 22204333 |
|---|---|
| Authors | Md U H Uzir (0000-0001-6924-5282, Taylor's University), Zakari Bukari (University of Applied Management), Siti Norida Wahab (0000-0003-1065-6145, Universiti Teknologi MARA), Ishraq Jerin (0000-0002-3578-4023, Universiti Putra Malaysia), Tareq Rasul (0000-0002-1274-7000, Gulf University for Science & Technology), Mohammad Bin Amin (0000-0002-9184-4828, corresponding author) |
| Year | 2025 |
| Volume | 12 |
| Pages | 101943 |
| Publication date | 2025-01-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Social Sciences & Humanities Open (JOURNAL) |
| Journal identifiers | ISSN: 2590-2911 • E-ISSN: 2590-2911 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.ssaho.2025.101943 |
| OpenAlex | W4414051130 |
| Language | EN |
| Citations received | 1 |
| References cited | 65 |
Customers expect comfort and ease in their lives. Electronics home appliances, in this case, make daily life more comfortable and easier due to technological advancement and business activities. With Bangladesh having such a huge population and the demands of customers increasing gradually, customer satisfaction (CS), brand loyalty (BL), and brand trust (BT) needs to be investigated in a scientific way. Thus, this study examined CS, BL and BT in electronics home appliances among Bangladeshi customers. This research was conducted in Bangladesh and data were collected from Dhaka city, with a total sample of 486. The respondents were selected through the shopping mall-intercept sampling technique. Collected data were analyzed with covariance based structural equation modeling (CB-SEM) using AMOS software. The findings showed that perceived quality, perceived value, and experience are significant to satisfaction. Brand image, brand awareness, and customer satisfaction are also significant. Finally, brand trust and customer satisfaction are likewise influential on brand loyalty. The study's conceptual model was underpinned by four theories: expectancy disconfirmation theory (EDT), trust and commitment theory (TCT), the reasoned action theory (TRA), and brand loyalty theory (BLT). The findings contribute to the body of knowledge in the electronics home appliances industry by complying with the theoretical assumptions. Additionally, the outcome provides practical insights in order for marketing managers, brand managers, and practicing managers to be able to develop business and marketing policy
Brand Loyalty · Brand management · Conceptual model · Customer satisfaction · Expectancy theory · Loyalty · Loyalty business model · Structural equation modeling · Consumer Behavior in Brand Consumption and Identification · Customer Service Quality and Loyalty · Digital Marketing and Social Media
User acceptance of wearable devices
Customer loyalty
Covariance-Based Structural Equation Modeling in the Journal of Advertising
Whence Consumer Loyalty?
Common Method Bias in PLS-SEM
Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia
The influence of corporate image on consumer trust
Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists
Services innovation impact to customer satisfaction and customer value enhancement in airport
The moderator–mediator variable distinction in social psychological research
In Brands We Trust? A Multicategory, Multicountry Investigation of Sensitivity of Consumers' Trust in Brands to Marketing-Mix Activities
| Citations per year | 1 |
|---|---|
| Citation span | 2026 - 2026 (1) |
| Highly cited | No |