Rehman Manzar, Zelin Tong, Hussain Talib
International School of Management, Hainan University, Haikou 570100, China.
Karakoram International University, Gilgit, Baltistan, Pakistan; Department of Media Management, University of Religions and Denominations, Qom 37491-13357, Iran.
Acta Psychol (Amst). 2025 Feb;252:104667. doi: 10.1016/j.actpsy.2024.104667. Epub 2024 Dec 18.
This study aims to evaluate the influence of customer satisfaction on brand loyalty within Pakistan's safety luxury automobile sector, featuring Toyota Indus, Honda, and Suzuki as key players.
Employing a quantitative approach, the research collected data from 275 customer questionnaires. The study examined the relationships between customer expectations, perceived quality, perceived value, and brand loyalty.
This study contributes original insights by exploring the unique dynamics of brand loyalty within Pakistan's safety luxury automobile sector. It sheds light on the specific challenges faced by major players in this market and emphasizes the critical role of effective customer communication and the strategic use of Customer Relationship Management (CRM) data to enhance the customer experience and promote brand loyalty. These findings offer valuable perspectives in a sector integral to Pakistan's economic development.
The research uncovered significant associations between customer expectations, perceived quality, perceived value, and brand loyalty. Despite their market dominance, these companies faced challenges in cultivating brand loyalty due to issues such as subpar quality, high pricing, and inadequate service.
This study emphasizes the pivotal role of effective customer communication. It suggests that leveraging Customer Relationship Management (CRM) data can enhance the customer experience, ultimately fostering brand loyalty. These insights are particularly relevant in the context of a sector that plays a crucial role in Pakistan's economic development.
本研究旨在评估客户满意度对巴基斯坦安全豪华汽车行业品牌忠诚度的影响，该行业的主要参与者包括丰田英达斯、本田和铃木。
采用定量研究方法，该研究从275份客户问卷中收集数据。研究考察了客户期望、感知质量、感知价值和品牌忠诚度之间的关系。
本研究通过探索巴基斯坦安全豪华汽车行业品牌忠诚度的独特动态，提供了独到的见解。它揭示了该市场主要参与者面临的具体挑战，并强调了有效客户沟通以及战略性使用客户关系管理（CRM）数据以提升客户体验和促进品牌忠诚度的关键作用。这些发现为巴基斯坦经济发展不可或缺的一个行业提供了有价值的观点。
该研究发现客户期望、感知质量、感知价值和品牌忠诚度之间存在显著关联。尽管这些公司在市场上占据主导地位，但由于质量欠佳、定价过高和服务不足等问题，它们在培养品牌忠诚度方面面临挑战。
本研究强调了有效客户沟通的关键作用。它表明利用客户关系管理（CRM）数据可以提升客户体验，最终促进品牌忠诚度。这些见解在对巴基斯坦经济发展至关重要的一个行业背景下尤为相关。
