Investigating the Impact of Online Brand Communities on Online Customer Engagement and Brand Loyalty

Abstract

Digital platforms develop and offer opportunities in the form of online brand communities (OBCs) to interact and engage customers with the brand, which might lead to brand loyalty over a while. The present study investigates how OBCs influence online customer engagement (OCE) and brand loyalty through a questionnaire survey of 488 social media users. Extant literature is reviewed to identify the unique characteristics (website satisfaction, usefulness, response time, and entertainment) of such digital platforms and examine their influences on OCE and brand loyalty. The moderating role of gender was also tested empirically. Results revealed that characteristics of OBC platforms primarily influence OCE; however, website satisfaction influences both OCE and brand loyalty. Moreover, OCE positively influences brand loyalty. These findings were similar for male and female customers, excluding website satisfaction, which was insignificant for females. The study concludes with crucial theoretical and managerial implications that will help develop the firms’ strategies to encounter issues related to OBCs globally.

Keywords:

• Online brand communities
• brand loyalty
• online customer engagement
• Instagram users
• global markets

Disclosure statement

No potential conflict of interest was reported by the author(s).