Brand interactions and social media: enhancing user loyalty through social networking sites

Nisar, T.M. and Whitehead, C. (2016) Brand interactions and social media: enhancing user loyalty through social networking sites. Computers in Human Behavior, 62, 743-753. (doi:10.1016/j.chb.2016.04.042).

Record type: Article

Abstract

This paper aims to investigate how user loyalty can be achieved and maintained through social networking sites. More specifically, we intend to test the relationships between brands, user loyalty and social media. The research thus provides insights into user-brand relationships through social media and argues how loyal customers can be through social networking websites. Although there are considerable numbers of studies about loyalty; there exists very limited work studying user loyalty through social networking websites. This research presents clearly the reasons for engaging with brands online and examines user behaviors and loyalty. Research provided strong evidence that majority of the social network users follow brand fan pages via social media, even though they have different reasons to do so. The study also measures users’ behavioral and attitudinal loyalty behaviors. Their level of trust to the information they obtained about brands through social media is also established. The hypotheses tested show that brands and customer satisfaction are both positively related to users’ behavioral loyalty.

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