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North West University South Africa
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1. INTRODUCTION
The concept brand loyalty has become one of the most researched topics within the field of services
marketing since 1990. With the increased interest in a more relational approach to marketing, the
focus shifted to building long-term relationships with customers. This approach is in contrast with
the traditional view of transactional marketing, where the emphasis was on single transactions. As
brand loyalty research intensifies, the brand loyalty models became more refined and representative
of the products and segments they occupy. One challenge however often experienced by researchers
is the construction of a reliable and valid measuring instrument for brand loyalty research to be
confirmed statistically. It becomes even more challenging when a larger number of variables and
products are involved. Resultantly, it then becomes most complex when multiple dimensions of
behaviour and attitudes are added to measure brand loyalty.
In this regard research by Moolla and Bisschoff (Moolla, 2010; Moolla & Bisschoff, 2012a; 2012b;
2013) developed and validated a brand loyalty model that could be operationalized as managerial
tool. This model identified 12 brand loyalty influences, and employs 50 measuring criteria to
measure brand loyalty reliably.
2. PROBLEM STATEMENT
The researchers Moolla and Bisschoff have shown that their model to measure brand loyalty is a
valid and reliable model. However, although the model is proven to be fit to be operationalized as
managerial tool, it still employs a significant number of measuring criteria and do pose some
complexities that act as deterrent for business to adopt the model. In this regard the success by
Parasuraman, Zeithaml and Berry (1985), with the development of their Servqual model in the
1980s, paved the way by showing that industry readily adopts simplified and easy usable academic
22 1
The paper stems from research by AI Moolla (student number: 21641269) for his PhD studies at the North-West University.
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models in business practices. Thus, further research into the brand loyalty model is required to
simplify, improve and make the model a more acceptable one for business managers to adopt and
employ as a managerial tool.
3. OBJECTIVES
The primary objective is to simplify the brand loyalty model of Moolla and Bisschoff (2013).
The secondary objectives are to:
• Determine if all 12 the brand loyalty influences are required to measure brand loyalty;
• Determine if all the measuring criteria are required to measure brand loyalty;
• Improve the effectively of the measurement (increasing variance explained by the
measurement);
• Determine the reliability of the factors identified as brand loyalty influences; and to
• Measure correlations between the identified factors.
4. LITERATURE FOUNDATION
The concept of brand loyalty, as integral part of the brand management strategy evolved in the
1950s, while the attitude to measure brand loyalty as a construct was initiated by the composite
model of Jacoby and Chestnut in 1971. Since then, the concept of brand loyalty became one of the
most researched topics within the field of services marketing from the 1990s onwards with studies
and models by various researchers (Jacoby and Chestnut (1978), Traylor (1981), Dick and Basu
(1994), Park (1996), Chaudhuri and Holbrook (2002), Giddens (2001), Jensen and Hansen (2002),
Schijins (2003), Musa (2005), Rundle-Thiele (2005), Punniyamoorthy and Raj (2007), Maritz
(2007) and Kim et al. (2008). From these and others studies, Moolla (2010) identified twelve brand
loyalty influences and their relative importance to brand loyalty to develop an integrated model of
brand loyalty. The theoretical origin and the brand loyalty influences are summarised in Table 1.
Punniyamoorthy and Raj (2007) describe perceived value as the consumer’s Kim, Morris and Swait
overall assessment of the utility of a product based on perceptions of what is (2008), Punniyamoothy
received and what is given. Perceived value is made up of several and Raj (2007), Musa
components. The four most common components identified that represent (2005), Schijins (2003),
perceived value are Giddens (2001), Garbarino
• Functional value and Johnson (1991), Dick
Perceived and Basu (1994), Jacoby
6 • Emotional value and Chestnut (1978).
Value
• Price-worthiness factor
• Social value
Brand commitment according to Kim, Morris and Swait (2008:2) occurs when Kim, Morris and Swait
consumers pledge or bind themselves them to purchase the brand. Customer (2008), Punniyamoothy
commitment is a central construct in the development and maintenance of and Raj (2007), Musa
marketing relationships because it is a key psychological force that links the (2005), Schijins (2003),
consumer to the selling organization (Bansal, Irving and Taylor (2004). The Chaudhuri and Hoibrook
nature of commitment according to Fullerton (2005:161) is that it is an (2001), Garbarino and
attitudinal construct representing customer feelings about the act of Johnson (1991), Dick and
maintaining a relationship with a commercial partner. Delgado (2001:299) Basu (1994), Jacoby and
argues that commitment explains the process by which it is presumed that a Chestnut (1978).
7 Commitment customer is loyal because he/she has a favourable attitude toward the brand
and is also a frequent buyer of that brand. This process is a feature of brand
communities in which consumers share identification with a brand they
consume as individuals and as part of the community (McAlexander,
Schouten, and Koenig, 2002:18). Intuitively, affective commitment would lie
at the heart of a consumer – brand relationship because consumers come to be
identified with and be involved with many of the brands they regularly
consume (Fournier, 1998:41). There is overwhelming evidence to suggest
that the higher the level of commitment, the higher the level of brand loyalty
(Fullerton, 2005:162).
The consistent repeat purchase is one kind of “Loyalty-Prone” behaviour Kim, Morris and Swait
(Cunningham, 1956:29) which forms the base for brand loyalty. Repeated (2008), Punniyamoothy
purchase behaviour is an axiomatic term that simply refers to the extent to and Raj (2007), Musa
which consumers re-purchase the same brand in any equal-length period of (2005), Schijins (2003),
time (Ehrenberg, 1988:176). The strength of behavioural brand loyalty is, Chaudhuri and Hoibrook
therefore, directly a function of the repetitive occurrence of purchase or (2001), Garbarino and
Repeat consumption behaviour. The consumer according to Gordon (2003:333) Johnson (1991), Dick and
8
Purchase establishes a systematic biased response or habit simply due to the frequency Basu (1994), Jacoby and
of encounters. Chestnut (1978).
5. RESEARCH METHODOLOGY
6. RESULTS
The factor analysis was repeated three times, each time eliminating strong dual loadings and low
loading criteria from the analysis (Fields, 2013). The first analysis (Original model) depicts the
point of departure, namely the original model as developed by Moolla (2010), with the last column
referring to the simplified final model. The results of the statistical procedures appear in Table 2.
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Table 2: Criteria employed to simplify the model
Original Model Improved model Final model
KMO test of sample adequacy 0.568 0.778 0.778
Bartlett’s test of sphericity 0.000 0.000 0.000
No. of factors extracted 10 9 9
Cumulative variance explained % 89.07% 88.86% 90.27%
No of statements 50 41 39
Statements omitted 5, 13, 20, 27, 28, 30, 12 & 29 ***
37, 42 & 43
The results are promising. From the table it is clear that the model improved as it was simplified. The KMO value improved from an
unsatisfactory 0.568 to a satisfactory 0.778. The cumulative variance explained increased marginally from a very satisfactory 89% to
90%, but important to note, it did so by eliminating 11 of the 50 measuring criteria. In addition, the original model had 12 brand
loyalty influences. This has now been reduced to 9 influences as measure of brand loyalty. In practice this means that fewer criteria
and fewer brand loyalty influences now actually measures brand loyalty better than before. Table 3 shows the rotated (Varimax)
factor table, variance explained and the reliability of the factors.
The factors all portray favourable reliability coefficients, exceeding the required minimum
Cronbach Alpha coefficients (0.70) with ease). The nine brand loyalty influences extracted by the
factor analysis are labelled as: (1) Culture orientated brand performance; (2) Repeat purchase; (3)
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Relationship proneness ; (4) Customer satisfaction; (5) Brand relevance; (6) Perceived value; (7)
Brand benefits; (8) Switching costs; and (9) Involvement.
Table 4 shows the Pearson correlations between the brand loyalty influences.
All of the influences are correlated significantly. The strong correlations (>0.50) (Field, 2007:51) are F1 and F5 (0.533), F2 and F4
(0.514); and F4 and F8 (0.505). In practice this means that improvement of one of these influences would have a strong positive
effect on the other influence.
Regarding the objectives set for this research, it can positively be concluded that the primary
objective has been achieved. It was possible to significantly simplify the model to measure brand
loyalty.
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