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Brand Experience: How Does It Affect Brand Personality and Brand Loyalty in the Egyptian Telecommunications Industry?

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  • Amira M. Omar

Abstract

Brand experience has received a lot of attention within the business industry. Customers are looking for not only valuable brand benefits but also, emotional skills as well as brand experience theory. In this regard, the Egyptian Telecommunications Industry tries, also, to provide answers on how to measure brand experience and how it affects customers’ behaviors. This research examines in the context of the Egyptian telecommunications market the relationship between Brakus et al.’s (2009) four whole experience dimensions (sensory, affective, intellectual, and behavioral), brand personality, and brand loyalty. The author produced an online questionnaire, which, based on a simple sampling method, was distributed to and collected from the Egyptian telecommunications industry (Vodafone Egypt, Orange Egypt, Etisalat Egypt, and We Egypt). Four hundred fifty questionnaires were distributed and, excluding those that were incomplete, the author obtained 392 samples. This represented an 87% response rate. The results indicate that brand experience has a positive impact on the brand’s personality. Brand experience has, also, a strong positive effect on brand loyalty and, ultimately, brand personality has a strong positive effect on brand loyalty. Besides the brand experience’s direct effect on brand loyalty, it has a significant indirect effect on brand loyalty by impacting on brand personality. Among the relationships between the variables, the relationship between brand personality and brand loyalty is the strongest. More particularly, it is noteworthy that the correlation with the findings shows that the relationship between brand experience and brand loyalty is greater than the direct relationship. Therefore, in order to strengthen customer brand loyalty, telecommunications managers should pay more attention to customer brand personality.

Suggested Citation

  • Amira M. Omar, 2020. "Brand Experience: How Does It Affect Brand Personality and Brand Loyalty in the Egyptian Telecommunications Industry?," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 12(2), pages 104-104, July.
    • Handle: RePEc:ibn:ijmsjn:v:12:y:2020:i:2:p:104
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    References listed on IDEAS

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    1. J.J. Brakus & B.H. Schmitt & L. Zarantonello, 2009. "Brand Experience: What Is It? How Do We Measure It? And Does It Affect Loyalty?," Post-Print hal-00799102, HAL.
    2. Violina P. Rindova & Antoaneta P. Petkova, 2007. "When Is a New Thing a Good Thing? Technological Change, Product Form Design, and Perceptions of Value for Product Innovations," Organization Science, INFORMS, vol. 18(2), pages 217-232, April.
    3. Keller, Kevin Lane, 2003. "Brand Synthesis: The Multidimensionality of Brand Knowledge," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 29(4), pages 595-600, March.
    4. Joy, Annamma & Sherry, John F, Jr, 2003. "Speaking of Art as Embodied Imagination: A Multisensory Approach to Understanding Aesthetic Experience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(2), pages 259-282, September.
    5. Jean-Marc Ferrandi & Dwight Merunka & Pierre Valette-Florence & Virginie de Barnier, 2002. "Brand personality: How well does a human personality scale apply to brands?," Post-Print hal-01831903, HAL.
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    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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