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The Impact of Social Media Characteristics and Customer Attitude on EWOM: An Empirical Study in Jordanian Banking Sector

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  • Almahmoud, Ayat Mazin

Abstract

This study analyses the effects of social media marketing characteristics and consumer attitudes on electronic word of mouth (eWOM) responses in the banking industry. A survey was conducted with a total of 416 customers who used social media accounts that are managed by companies within the banking sector; the collected data were then analysed using structural equation modelling. The results showed that banking Social media marketing characteristics (including interactivity, informativeness, and entertainment) have significant effects on eWOM. The results also demonstrated that customer attitudes significantly affect eWOM. It is expected that the results of this study may be used as fundamental data in the development of banking sector Social media marketing characteristics and attitude strategies, particularly by investigating the relative importance of each Social media marketing characteristics component.

Suggested Citation

  • Almahmoud, Ayat Mazin, 2019. "The Impact of Social Media Characteristics and Customer Attitude on EWOM: An Empirical Study in Jordanian Banking Sector," MPRA Paper 93252, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:93252
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    References listed on IDEAS

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    Cited by:

    1. Jahangir Hamzavi, 2023. "Developing a comprehensive model for the knowledge productivity in electronic word-of-mouth marketing for banks," SN Business & Economics, Springer, vol. 3(2), pages 1-29, February.

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    More about this item

    Keywords

    Social media marketing characteristics; Interactivity; Informativeness; Entertainment; Privacy concerns; Customisation; Customer attitudes; Electronic word of mouth (eWOM);
    All these keywords.

    JEL classification:

    • E49 - Macroeconomics and Monetary Economics - - Money and Interest Rates - - - Other
    • P4 - Political Economy and Comparative Economic Systems - - Other Economic Systems
    • P43 - Political Economy and Comparative Economic Systems - - Other Economic Systems - - - Finance; Public Finance

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