MEDIATING ROLE OF BRAND, COMMITMENT AND RISK ON THE RELATIONSHIP OF MOBILE BANKING SERVICE QUALITY AND MARKETING PERFORMANCE IN INDONESIA

The purpose of this study is to investigate the mediating role of brand, commitment, and perceived risk on the relationship of mobile banking (MB) service quality and marketing performance (satisfaction and loyalty). A survey was conducted using a sample of 617 MB customers in Indonesia, i.e., Mobile BCA (BCA), BNI mobile (BNI), and Go mobile (CIMB Niaga). Structural equation modeling analysis was carried out with Warp PLS. The results show that MB service quality positively affects brand, commitment, satisfaction, and loyalty, while perceived risk has no effect. Another finding showed a relationship between brand image, commitment, and perceived risk on customer satisfaction and loyalty, although brand prestige does not affect loyalty. Thus, the partial mediating roles of brand image, commitment, and perceived risk are confirmed in the study. The findings will help academic researchers and bank practitioners understand MB customer attitude and behavior and help them in formulating strategies to manage the use of MB in Indonesia.

Pengaruh Value Congruity terhadap Customer Brand Identification, Brand Engagement, dan Affective Brand Commitment serta Dampaknya pada Brand Loyalty Masyarakat dalam Menggunakan Telpon Genggam iPhone

This research was conducted to know the effect of value congruity on customer brand identification, brand engagement, and affective brand commitment and its impact on community brand loyalty in using iPhone cell phones. This research was conducted using the path analysis method using the partial least square approach. The research method used is quantitative research. The data collection method used is a questionnaire distributed to 96 people who have purchased products from the Apple brand and used Apple iPhone products at least 2 times. The results showed that value congruity has a significant positive effect on customer brand identification and brand engagement by the community in using iPhone cell phones. Value congruity has a significant positive effect on people's affective brand commitment in using iPhone mobile phones. Brand engagements do not affect community brand loyalty in using iPhone mobile phones, but customer brand identification has a significant positive effect on community brand loyalty in using iPhone mobile phones. And only brand engagement does not mediate the effect of value congruity on community brand loyalty in using iPhone mobile phones. Penelitian ini dijalankan dengan tujuan untuk mengetahui pengaruh value congruity terhadap customer brand identification, brand engagement dan affective brand commitment serta dampaknya pada brand loyalty masyarakat dalam menggunakan telepon genggam iPhone. Penelitian ini dijalankan dengan menggunakan metode analisis jalur menggunakan pendekatan partial least square. Metode penelitian yang digunakan adalah penelitian kuantitatif. Metode pengumpulan data yang digunakan adalah kuesioner yang disebarkan kepada 96 orang yang pernah membeli produk dari brand Apple dan menggunakan produk Apple iPhone setidaknya 2 kali. Hasil penelitian menunjukkan bahwa value congruity berpengaruh positif signifikan terhadap customer brand identification dan brand engagement masyarakat dalam menggunakan telepon genggam iPhone. Value congruity berpengaruh positif signifikan terhadap affective brand commitment masyarakat dalam menggunakan telepon genggam iPhone. Brand engagement tidak berpengaruh terhadap brand loyalty masyarakat dalam menggunakan telepon genggam iPhone, namun customer brand identification berpengaruh positif signifikan terhadap brand loyalty masyarakat dalam menggunakan telepon genggam iPhone. Dan hanya brand engagement yang tidak memediasi pengaruh value congruity terhadap brand loyalty masyarakat dalam menggunakan telepon genggam iPhone.

Social Media Shopping as a Driver for Brand Trust and Brand Commitment

Globalization and developments in digital technology paved the way for online communication, mobile penetration, and social media. Digital platforms and particularly social media have become popular sources of news and online interaction. Literature review so far reveals more than one billion social media users exist globally and use social media for shopping purposes. Hence, social media has become one of the most popular tools companies using for brand relationship building activities. The effect of social media on building customer commitment needs to be explored. This article aims to identify social media use among Turkish 18-40 years old in building commitment towards their favorite brands.

Brand Experience, Brand Commitment, and Brand Loyalty of Xiaomi Smartphone Users in Magelang

Increasingly technological developments and the increasing use of smartphones have led to competition between brands. Every smartphone company always innovates to meet the needs and desires of consumers, so that consumers will remain in one brand. The purpose of this study is to determine the effect of Brand Experience and Brand Commitment on Brand Loyalty of Xiaomi smartphone users, especially in the Magelang. This study uses a quantitative approach by distributing questionnaires to 100 respondents as a sample to obtain primary data. The sampling method used purposive sampling with the consideration that the respondents met the criteria, such as living in Magelang and currently using a Xiaomi smartphone. Multiple linear regression analysis with SPSS version 25 software was used as a data analysis technique. The results showed that Brand Experience had a positive effect but not significant on Brand Loyalty, while Brand Commitment had a positive and significant effect on Brand Loyalty. The results provide managerial implications for smartphone companies to provide brand experiences to users and increase user brand commitment to increase user loyalty to brands.

Internal branding, employees' brand commitment and moderation role of transformational leadership: an empirical study in Indian telecommunication context

PurposeThe purpose of this paper is to examine the relationship between internal branding (IB) and employees' brand commitment and analyze how transformational leadership (TFL) moderates this relationship.Design/methodology/approachData were collected through structured questionnaires from 394 employees in Indian telecommunication sector. The hypotheses and conceptual model were tested by structural equation modeling (SEM), using Statistical Package for Social Sciences (SPSS) and Analysis of Moment Structures (AMOS).FindingsThe results suggest that employees' brand commitment is higher when organizations implement IB supported by transformational leaders. Results also indicate that impact of IB on affective commitment (AC) and normative commitment (NC) is greater than its impact on continuance commitment (CC).Research limitations/implicationsConsistent with the brand commitment dimensions, the findings present an empirically tested comprehensive and integrative model of IB moderated by TFL. This study provides scholars a deeper understanding of relationship among IB, employee's commitment and TFL. Though multicollinearity is addressed, presence of cross-sectional data is a limitation in the study.Practical implicationsThe study would help practicing managers to gain a new perspective to manage their internal brand mechanisms through TFL style by stimulating change among employees and create emotionally committed brand advocates.Originality/valueThis paper suggests an empirically validated framework of IB tested for moderation effect by TFL. It adds value to literature by reinforcing the effect of IB employees' AC and NC, especially among customer contact employees who represent brand during customer service delivery in telecommunication sector.

AN INTEGRATIVE MODEL OF COGNITIVE IMAGE AND CITY BRAND EQUITY

This study aims to assess the effect of cognitive image and city brand equity on total city branding, evaluation of word-ofmouth (WOM), brand commitment and intention to revisit. The conceptual model used in the impact study of the impact of tangible and intangible elements related to city branding. Involving 423 tourists visiting four cities in West Java, Indonesia as an assessment of the variables studied. The results showed that the conclusions on cognitive image, city brand equity and brand commitment were low. While the other categories are classified as good. These findings also reveal the analysis of the relationship between variables, including cognitive image variables that have a significant effect on city brand equity. Cognitive image is explained through the dimensions of quality experience, tourist attraction, infrastructure environment, and outdoor activities. Meanwhile, city brand equity is measured by brand awareness, brand loyalty, and brand value. Furthermore, the results also show that the variable city brand equity has a significant effect on the variable word-of-mouth (WOM), brand commitment, and the intention to revisit. The most significant influence exerted on brand commitment. These results indicate that the condition of city brand equity affects how wordof-mouth, brand commitment, intention to revisit. This study only discusses part of the tourism activities carried out in these four destinations, so to confirm these findings it is necessary to carry out further research on various destinations and events.

The Role of Brand Commitment in the Retail Sector: The Relation with Open Innovation

Firm–employee relationships are a prerequisite for customer–firm relationships and, consequently, to organizational success. The development of such relationships can be particularly challenging for retailers because of the complexity of the service component inherent to the environment in which they usually operate. For this reason, organizations need to align employee behaviors with the corporate brand promise so that they can perform a more active role as brand ambassadors. This issue becomes even more complex for organizations with a presence in foreign markets. This study focuses on how the adoption of in-role branding behavior by front-line employees (FLEs) can be influenced by the level of commitment FLEs display towards the corporate brand and how commitment is consequently influenced by corporate brand identity and corporate brand identity FLES’ perception of their role within the organization. The object of the study was the employees of Falabella, a multinational retailer based in Chile with a strong presence in the Colombian market. Results obtained demonstrate that brand commitment positively and significantly impacts FLE brand-oriented behavior in the retail context examined. More specifically, brand identity and role clarity positively impact brand commitment, leading to a positive impact on FLE brand behavior and job satisfaction. The results of this study offer valuable insight for scholars and practitioners regarding employee brand behavior’s engendering process within a retail environment in an emerging market.