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The mediating impact of customer satisfaction in relation of brand equity and brand loyalty: An empirical synthesis and re-examination

Sonia Kataria (Amity College of Commerce and Finance, Noida, India)
Vinod Saini (Amity College of Commerce and Finance, Noida, India)

South Asian Journal of Business Studies

ISSN: 2398-628X

Article publication date: 16 December 2019

Issue publication date: 5 February 2020

5425

Abstract

Purpose

The purpose of this paper is to explore the inter-relationship of dimensions for consumer-based brand equity and brand loyalty with customer satisfaction as a mediator for oral care segment with special reference to Delhi and connecting areas.

Design/methodology/approach

For achieving the objective of this study, the theoretical model was tested through structural equation modelling. Research scales from the literature were modified for suitability. Data were collected from 250 respondents.

Findings

The results indicate that for the oral care segment, customer satisfaction is significantly related to the perceived quality, brand trust, perceived value of cost and lifestyle congruence. Moreover, customer satisfaction partially mediates the relationship of perceived quality and perceived value of cost with brand loyalty, whereas it fully mediates the relationship of lifestyle congruence and brand trust with brand loyalty. Thus, even for low-involvement products, consumer purchases are based on the attributes of the brand rather than being merely habitual.

Originality/value

The literature supports the direct influence of brand equity on brand loyalty. However, no other study has investigated the mediating role of customer satisfaction on the relationship between brand equity and brand loyalty for low-involvement products.

Keywords

Citation

Kataria, S. and Saini, V. (2020), "The mediating impact of customer satisfaction in relation of brand equity and brand loyalty: An empirical synthesis and re-examination", South Asian Journal of Business Studies, Vol. 9 No. 1, pp. 62-87. https://doi.org/10.1108/SAJBS-03-2019-0046

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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