Consumer-based virtual brand personality (CBVBP), customer satisfaction and brand loyalty in the online banking industry

Abstract

Purpose

The purpose of this paper is to develop and test a consumer-based virtual brand personality (CBVBP) concept by examining its sub-dimensions in the context of online banking, thus extending existing brand personality research. In addition, it examines the relationship between CBVBP with customer satisfaction and brand loyalty.

Design/methodology/approach

A survey method was employed and data were collected from 219 online banking users in Malaysia. A series of hypotheses were tested using both multiple and hierarchical regression analyses to determine the direct and mediating effects of CBVBP, customer satisfaction and brand loyalty.

Findings

The dimensions that comprise CBVBP are found to include Excitement, Sophistication and Competence. These dimensions help online bankers to strategise, communicate and position their online banking sites better in order to compete against other online banking services. The study confirmed positive relationships between CBVBP, customer satisfaction and brand loyalty. Specifically, in the online banking context, customer satisfaction partially mediates the relationship between CBVBP and brand loyalty, extending the current understanding of online branding, consumer satisfaction and brand loyalty.

Originality/value

The major contribution of this study lies in the development of the CBVBP concept and to study its direct and mediating effects with customer satisfaction and brand loyalty. The study emphasises the importance of measuring the virtual brand personality traits as part of an overall online banking brand strategy in the virtual environment in order to better understand how to position against competitors.

Citation

Ong, K.S., Nguyen, B. and Syed Alwi, S.F. (2017), "Consumer-based virtual brand personality (CBVBP), customer satisfaction and brand loyalty in the online banking industry", International Journal of Bank Marketing, Vol. 35 No. 3, pp. 370-390. https://doi.org/10.1108/IJBM-04-2016-0054