The Influence of Customer Satisfaction, Brand Trust And Brand Loyalty On Purchase Intention: A Study Of Mcdonald’s In Malaysia
Abstract
Keywords
Full Text:
PDFReferences
Ali, A., Abbass, A., & Farid, N. (2020). Factors influencing customers’ purchase intention in social commerce. International Review of Management and Marketing, 10(5), 63. doi: 10.32479/irmm.10097
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53- 66. doi:10.1177/002224299405800304
Atkins, P., & Bowler, I. (2016). Food in society: economy, culture, geography. Great Britain: Routledge.
Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International journal of contemporary hospitality management, 13(5), 213–217. doi:10.1108/09596110110395893
Bozbay, Z., & Baslar, E. K. (2020). Impact of Brand Trust on Brand Loyalty: Mediating Role of Brand Affect. Journal of Academic Research in Economics, 12(2).
Cunningham, R. M. (1956). Brand loyalty-what, where, how much. Harvard business review, 34(1), 116-128.
Cuong, T. (2020). Influence of brand trust, perceived value on brand preference and purchase intention. The Journal of Asian Finance, Economics and Business, 7(10), 939-947. doi:10.13106/jafeb.2020.vol7.no10.939
Dehghani, M., & Tumer, M. (2015). A research on effectiveness of Facebook advertising on enhancing purchase intention of consumers. Computers in human behavior, 49, 597-600. doi:10.1016/j.chb.2015.03.051
Eshghi, A., Haughton, D., & Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications policy, 31(2), 93- 106. doi:10.1016/j.telpol.2006.12.005
Feehily, G. (2020). What Is Brand Trust and How to Make It Work for Your Business. Retrieved from https://www.wix.com/blog/ecommerce/2020/05/what-is-brand- trust
Habib, F. Q., Dardak, A. R., & Zakaria, S. (2011). Consumers’ preference and consumption towards fast food: Evidences from Malaysia. Business and Management Quarterly Review (BMQR), 2(1), 14-27.
Hennig?Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & marketing, 14(8), 737-764. doi:10.1002/(SICI)1520- 6793(199712)14:8%3C737::AID-MAR2%3E3.0.CO;2-F
Hill, N., & Alexander, J. (2006). The handbook of customer satisfaction and loyalty measurement (3rd ed.). London: Routledge.
Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty. New York: Wiley
Le, T., Ngo, H. Q., & Aureliano-Silva, L. (2021). Contribution of corporate social responsibility on SMEs' performance in an emerging market–the mediating roles of brand trust and brand loyalty. International Journal of Emerging Markets. doi:10.1108/IJOEM-12-2020-1516
McQuitty, S., Finn, A., & Wiley, J. B. (2000). Systematically varying consumer satisfaction and its implications for product choice. Academy of marketing science Review, 10(1), 231-254.
Mirabi, V., Akbariyeh, H., & Tahmasebifard, H. (2015). A study of factors affecting on customers purchase intention. Journal of Multidisciplinary Engineering Science and Technology (JMEST), 2(1), 267-273.
Hameed, S., & Kanwal, M. (2018). Effect of brand loyalty on purchase intention in cosmetics industry. Research in Business and Management, 5(1), 25-35. doi:10.5296/rbm.v5i1.12704
Hansopaheluwakan, S., Oey, E., & Setiawan, Y. (2021). The impact of brand equity and brand trust towards purchase intention through brand preference. PalArch's Journal of Archaeology of Egypt/Egyptology, 18(1), 505-517.
Hanzaee, K. H., & Andervazh, L. (2012). The influence of brand loyalty on cosmetics purchase intention of Iranian female consumers. Journal of Basic and Applied Scientific Research, 2(5), 5389-5398.
Hong, T. H. (2022). McDonald’s Malaysia grew 15% in sales in 2021, targets double- digit growth in 2022. Retrieved fom https://www.minimeinsights.com/2022/03/14/mcdonalds-malaysia-grew-15-in- sales-in-2021-targets-double-digit-growth-in-2022/
Kopp, C. M. (2023). Brand Loyalty: What It Is, and How to Build It. Retrieved from https://www.investopedia.com/terms/b/brand-loyalty.asp
Matzler, K., Strobl, A., Thurner, N., & Füller, J. (2015). Switching experience, customer satisfaction, and switching costs in the ICT industry. Journal of Service Management, 26(1). 117-136. doi:10.1108/JOSM-04-2014-0101
Naeem, M., & Sami, A. (2020). Product brand loyalty and purchase decision: A comparative study of automobile industry of Pakistan. International Journal of Entrepreneurial Research, 3(3), 76-87. doi:10.31580/ijer.v3i3.1504
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63(4), 33–44. doi:10.1177/00222429990634s105
Peña-García, N., Gil-Saura, I., Rodríguez-Orejuela, A., & Siqueira-Junior, J. R. (2020). Purchase intention and purchase behavior online: A cross-cultural approach. Heliyon, 6(6), e04284. doi:10.1016/j.heliyon.2020.e04284
Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping. Cogent Business & Management, 8(1), 1-20.. doi:10.1080/23311975.2020.1869363
Raouna, R. (2022). Why Customer Satisfaction Should Be a Top Priority for Your Business. Retrieved from https://www.learnworlds.com/why-customer- satisfaction-is-important/
Russell-Bennett, R., McColl-Kennedy, J. R., & Coote, L. V. (2007). Involvement, satisfaction, and brand loyalty in a small business services setting. Journal of business research, 60(12), 1253-1260. doi:10.1016/j.jbusres.2007.05.001
Segmanta. (2021). The appetite of 2020: Gen Z & Millennials on fast food. Retrieved from https://segmanta.com/blog/gen-z-millennials-on-fast-food/
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International journal of research in marketing, 20(2), 153-175. doi:10.1016/S0167-8116(03)00016-8
Shin, S. K. S., Amenuvor, F. E., Basilisco, R., & Owusu-Antwi, K. (2019). Brand Trust and Brand Loyalty: A Moderation and Mediation Perspective. Current Journal of Applied Science and Technology, 38(4), 1-17.
doi:10.9734/CJAST/2019/v38i430376
Tang, R. Q., Tan, Y. J., Tan, Z. X., Tan, Y. T., Almawad, G., & Alosaimi, A. (2022). A study of courier service quality and customer satisfaction. International Journal of Applied Business and International Management (IJABIM), 7(1), 137-150. doi:10.32535/ijabim.v7i1.1447
Tabaku, E., & Zerellari, M. (2015). Brand loyalty and loyalty programs; a literature review.
Romanian Economic and Business Review, 10(2), 87.
Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of marketing research, 25(2), 204-212. doi:10.1177/002224378802500209
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications policy, 30(5-6), 314-331. doi:10.1016/j.telpol.2005.10.003
Nunnally, J. C., & Bernstein, I. H. (1994) The assessment of reliability. Psychometric Theory, 3, 248-292.
Kline, P. (1999). The Handbook of Psychological Testing (2nd ed.). London: Routledge.
Sekaran, U. & Bougie, R. (2016). Research methods for business: A skill-building approach (7th ed.). New Jersey: John Wiley & Sons.
Xiao, A., Yang, S., & Iqbal, Q. (2018). Factors affecting purchase intentions in generation Y: An empirical evidence from fast food industry in Malaysia. Administrative Sciences, 9(1), 2-16. doi:10.3390/admsci9010004
Zhang, S., Zhou, C., & Liu, Y. (2020). Consumer purchasing intentions and marketing segmentation of remanufactured new-energy auto parts in China. Mathematical Problems in Engineering, 2020, 1-8. doi:10.1155/2020/5647383
DOI: https://doi.org/10.32535/ijthap.v6i2.2343
Refbacks
- There are currently no refbacks.
Copyright (c) 2023 Daisy Kee Mui Hung, Liem Gai Sin, Neo Zhan Yuan, Nelly Lau Yenn Ni, Ng Kar Wen, Ng Suk Fang, Muhammad Rayhan, Muhammad Hasyir Ali, Joseph Willy Yose, Ufairoh Aqilah Muhsyi

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Published by:
AIBPM Publisher
Editorial Office:
JL. Kahuripan No. 9 Hotel Sahid Montana, Malang, Indonesia
Phone: +62 341 366222
Email:journal.ijthap@gmail.com
Website:http://ejournal.aibpmjournals.com/index.php/IJTHAP
Supported by: Association of International Business & Professional Management
If you are interested to get the journal subscription you can contact us at admin@aibpm.org.
ISSN 2685-8800 (Print)
ISSN 2654-7945 (Online)
DOI:Prefix 10.32535 by CrossREF
International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP) is Indexed by:
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.