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

Sahin A., Zehir C. , Kitapci H.

7th International Strategic Management Conference, Paris, France, 30 June - 02 July 2011, vol.24 identifier identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 24
  • Doi Number: 10.1016/j.sbspro.2011.09.143
  • City: Paris
  • Country: France
  • Keywords: brand experience, brand trust, brand satisfaction, brand loyalty, CONSUMPTION EXPERIENCE, SERVICE BRAND, INTENTION, CHOICE


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. (C) 2011 Published by Elsevier Ltd. Selection and/or peer-review under responsibility 7th International Strategic Management Conference