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The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty

The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty
An Empirical Research On Global Brands

Azize Sahin, Cemal Zehir, Hakan Kitapçı

Procedia – Social and Behavioral Sciences
Volume 24, 2011, Pages 1288–1301
Original link available from

Marketing academics and practitioners have acknowledged that consumers look for brands that provide them with unique and memorable experiences. As a result, the concept of brand experience has become of great interest to marketers. The present field study, conducted with actual consumers, addresses the question whether different consumers prefer different experiential appeals and whether experiential types create the relationships between brand experiences, satisfaction, trust and loyalty. Brand experience is conceptualized as sensations, feelings, cognitions, and behavioral responses evoked by brand-related stimuli that are part of a brand’s design and identity, packaging, communications, and environments. Brand experience affects satisfaction, trust and loyalty. From the customer viewpoint, brands are relationship builders. In this present research, we propose the effects of brand experiences to build long-lasting brand and customer relationship with brand trust, satisfaction, and loyalty. The study was conducted on 258 respondents. As a result of this study, brand experiences, satisfaction, trust have positively effects brand loyalty.

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