Brand Trust Determinants and Customer Switching Resistance: The Case of Mobile Phone Companies in Egypt

Ali Ahmed Abdelkader and Hossam Al- Din Fathy Mohamed
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Ali Ahmed Abdelkader: Kafrelsheikh University, Faculty of Commerce, Kafr El-Shaikh, Egypt
Hossam Al- Din Fathy Mohamed: International Academy of Engineering and Media Sciences, Giza, Egypt

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2017, vol. 8, issue 4, 12-31

Abstract: Customer switching resistance (CSR) is the highest level of loyalty because it means that a customer will be loyal and be sustained even if disruptions occur. This research aims to determine and analyze the determinants of brand trust and its relationship with customer switching resistance. To accomplish these objectives, a random stratified sample of 376 customers was selected from population of mobile phone companies in Egypt. The research findings emphasized that there is a significant relationship between brand reputation, brand personality, word of mouth, and brand image (as a whole and each one of them separately) and brand trust. The findings also reveal that there is a significant relationship between brand reputation, brand personality, word of mouth, and brand image (as a whole and each one of them separately), brand trust and customer switching resistance. These results assure the importance of the brand trust and its determinants to promote customer switching resistance at mobile phone companies in Egypt.

Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jcrmm0:v:8:y:2017:i:4:p:12-31

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International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

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