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Article Received: 30 January 2018 Article Accepted: 27 March 2018 Article Published: 05 June 2018
ABSTRACT
Competition, increased consumer spending and more information exposure has made brand loyalty a key of success in today’s business world .In this
research, the impact of variables including perceived service/product quality, brand association and sales promotions on brand loyalty is
investigated. Sales promotions are the independent variable, perceived service/ product quality and brand association are mediating variables and
brand loyalty is the dependent variable. A survey of 200 respondents was conducted to study the relationship between variables and SPSS, Amos,
confirmatory factor analysis and path analysis was used to get the results.
The results show that monetary promotions have positive significant impact on brand loyalty .Brand association and perceived service/product
quality mediates the relationship between monetary sales promotion and Brand Loyalty. This is due to the fact that monetary promotions impact
brand loyalty positively only when customers are satisfied with the product and have strong brand associations. However, non-monetary promotions
have significant impact only at the later stage of loyalty. Moreover, the result show that high perceived service/product quality results in strong brand
associations that further lead to brand loyalty.
The study has great managerial implications as managers can use these results to develop the pricing and promotional strategies in order to attract and
retain loyal customer base.
Keywords: Brand Loyalty, Perceived value, Sales Promotion.
1. INTRODUCTION
The introduction of the product in the new or existing markets requires extensive research and development as well
as lots of advertising spending. Once a new product is inducted into the market, another set of determinants are
required to operate profitably in the markets. This is where the concept of customer-brand loyalty becomes evident.
Once a product is purchased by the customer, it is evaluated on certain dimensions, which are perceived
product/service quality, brand Image and associations, customer satisfaction and perceived value. The consumer’s
post purchase intentions and purchase behavior are determined after the evaluation of these attributes and the
concept of brand loyalty develops.
Brand loyalty means that customers are willing to pay high prices for a certain brand in the same product group and
also recommend that brand to others. (Gıddens, N. 2002).Brand Loyalty can also be defined as “the likelihood of
repeat purchase increases, that lead to formation of brand loyalty. Moreover, customers may prefer and buy a brand
due to additional value created by brand signal.” (Erdem T. & Swait J., 1998).
The chain of competition has been triggered between the brands due to the growth of embedded media and
increased customer spending. The growth of embedded media has made consumers more exposed to the
information and hence have contributed to the awareness of consumers. This has resulted in increase in the
competition between brands and they have to differentiate themselves in order to capture the market share. Brands
can protect their market share by creating brand loyalty. The firms with loyal customer base can protect their
market share by repeat purchases of customers and can lead to long-term profitability of firm. Therefore, several
studies have been conducted in order to determine the variables that impact brand loyalty.
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The study attempts to determine the characteristics of brand loyalty and study the relationships between different
variables that lead to brand loyalty i.e. perceived product/ service quality, brand association and sales promotions in
Apparel industry. The research has contributed to the literature by explaining the link between variables that create
Brand Loyalty. Moreover, impact of sales promotion is studied in detail that had conflicting results in existing
literature.
1.2 Contribution
Brand loyalty is an important concept and a lot of research has been conducted in order to determine the factors that
lead to brand loyalty and relationship between the variables is studied in order to understand the customer’s buying
behavior. (Kuo et al., 2009; Ercis et al., 2012; Raju et al., 2009)
This research has contributed to literature by studying the impact of monetary and non-monetary sales promotion
on brand loyalty that was not studied in detail before. Moreover, there was confusion about the results as results of
different studies had conflicting conclusions.
The impact of promotional activities on brand loyalty is not properly studied in existing literature as limited
literature is available on this topic. Moreover, there is a conflict in existing literature about the impact of sales
promotions on the brand loyalty. Some studies support the results that promotional activities have negative effect
on brand loyalty because reduction in reference prices is considered as a bad signal for the product quality (Agarwal
and Teas, 2002; DelVecchio et al., 2006; Yoo et al., 2000).
On the other hand, some are of the view that promotional activities create positive brand associations and can lead
to brand loyalty (Chu and keh, 2006; Palazon-vidal and Delgado-Ballester, 2005) .As, there is a conflict in existing
literature as they show contradictory results, there was a need to further investigate the topic and find a reasonable
solution.
Moreover, the existing research is conducted in foreign countries and no analysis is available on Pakistan. Pakistani
consumers are considered as more price sensitive as well as brand conscious so this research will study the impact
of promotional activities on brand loyalty to clear the confusion and to study the behavior of Pakistani customers.
This research would be beneficial for managers and leading companies who are trying to acquire and retain loyal
customer base.
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The chain of competition has been triggered between the brands due to the growth of embedded media and
increased customer spending. The growth of embedded media has made consumers more exposed to the
information and hence have contributed to the awareness of consumers. This has resulted in increase in competition
between brands and they have to differentiate their brands on the basis of service/product quality and strong brand
image in order to capture the market share. Moreover, their objective is to create customer satisfaction that can
result in brand loyalty i.e. more repeat purchases and more sales of product and services. Moreover, as it is said that
it is five times more expensive to find a new customer than to retain a customer. So the companies and managers are
trying to create a pool of brand loyal customers and retain them for long-term profitability.
Due to competition, products availability in the market has been improved and it has become very important for
companies in Pakistan to focus on building strong brand image and developing brand loyalty that can retain loyal
customers and lead to sustainable and long-term profitable relationship. Moreover, as the results of this research
have shown that brand image, customer satisfaction and product/ service quality has a positive and significant on
brand loyalty and repeat purchase behavior, so these dimensions should be dealt carefully in order to retain loyal
customers. Moreover, this research will contribute to the literature by explaining the link between variables that
create customer satisfaction that further lead to brand loyalty and repetitive purchase behavior.
This research will provide great insight to the managers because it has deeply investigated the impact of sales
promotions in Pakistan. Little literature was available on this topic and this research has contributed to the literature
by investigating the impact in-depth. The results showed that monetary sales promotions can have negative impact
on the perceived quality and can result in brand switching. This is due to the fact that reference price is considered
as a quality signal by the customers. On the other hand, non-monetary sales promotions can lead to strong brand
associations and help in building strong brand image. These results give insight to the manager that what kind of
sales promotions should be used to increase sales while maintaining the brand credibility.
2. LITERATURE REVIEW
The chain of competition has been triggered between the brands due to the growth of embedded media and
increased customer spending. The growth of embedded media has made consumers more exposed to the
information and hence have contributed to the awareness of consumers. This has resulted in increase in competition
between brands and they have to differentiate themselves in order to capture the market share. Brands can protect
their market share by creating brand loyalty. The firms with loyal customer base can protect their market share by
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repeat purchases of customers and can lead to long-term profitability of firm. Therefore, several studies have been
conducted in order to determine the variables that impact brand loyalty.
Some studies have identified customer brand commitment as a key determinant of brand loyalty. Ercis et al., (2012)
has concluded that in addition to customer satisfaction, brand commitment is important determinants of brand
loyalty and they have more impact on brand loyalty as compared to brand satisfaction. Moreover, study by Raju et
al., (2009) has focused on the customer commitment and has concluded that high commitment users evaluate
brands by focusing on the differences while the low commitment users evaluate brands by focusing on the
similarities between the brands. Moreover, the results showed that if a consumer has developed a perception or
commitment towards a brand it cannot be changed. This also shed light on the fact that once a brand loyalty is
formed it can’t be altered and this can lead to long term profitability of a company.
Yousaf et al. (2012) has concluded that a positive relationship exists between brand image, brand credibility and
brand loyalty. Moreover, the research showed that the brand awareness has the most significant impact on brand
loyalty.
The existing literature has used three types of models to determine the characteristics of brand loyalty. Cronin et al.,
1997; Chang and Wildt, 1994 have used the value model which says that brand’s perceived value is the key
determinant for customer satisfaction and repeat consumption. Ennew & Binks, 1999; Hallowell, 1996; Fornell et
al., 1996 have used the satisfaction model where the satisfaction of customer with the prior consumption of brand is
the key determinant of future purchase of a brand. On the other hand, few studies have used indirect models which
say that service quality is the key variable that influence customer-brand loyalty through satisfaction and value.
(Gotlieb et al., 1994; Patterson & Spreng, 1997).
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Many studies have been conducted to explain the relationship with service quality and brand loyalty. Kuo et al.
(2009) has assessed the relationship among variables that lead to brand loyalty in mobile networks’ value-added.
The results showed that the service quality is the key variable that lead to customer satisfaction and enhanced
perceived value. Results indicated that although service quality have no direct effect on brand loyalty, it can lead
to brand loyalty and repeat purchase through moderating variables i.e. perceived value and customer satisfaction.
Similar study was conducted by Alireza et al. (2011) in the telecom sector of Iran and it examined the impact of
satisfaction, quality, image and value on brand loyalty. The results depicted that service quality is the key
determinant of brand loyalty and the perceived value has been identified as a mediating factor between service
quality, corporate image and satisfaction. Moreover, Mohammad & Alhamadani (2011) has used two different
approaches to describe the positive relationship between customer satisfaction and service quality. The Gap
approach focuses on the customer’s perception of the service before and after experiencing the service. On the other
hand, directional approach focuses on the fact that whether the objective of the service was met while experiencing
it. The results depicted that there is a significant positive relationship between customer satisfaction and service
quality and the service quality is the most important determinant of customer satisfaction. Similar relationship was
studied by a study conducted by Rahman M. (2012) and. the results showed that a positive relationship exist
between customer satisfaction, service quality and brand image. Positive brand image and service quality lead to
positive customer’s perception and enhanced customer satisfaction. So, companies should focus on service quality
and brand image in order to retain their customers.
Zehir et al. (2011) conducted a research in Turkey on automobile sector and the objective of this research was to
assess the relationship of service quality and brand communication which leads to brand trust and brand loyalty.
The result depicted that service quality has a positive impact on brand loyalty through brand trust and positive
brand image. Moreover, Krystallis & Chrysochou (2013) has studied different attributes of services and their
impact on brand loyalty by using a model that investigates the effects of service dimensions on consumer’s brand
loyalty. The dimensions studied in these articles are Brand Hearsay, Brand Evidence, Brand attitude and brand
loyalty. The results showed that consumers process the information both before and during the purchase event.
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determine the characteristics of brand that are loved by customers and the results showed that high quality is the
most loved characteristic that lead to positive word of mouth, brand loyalty and brand love. In another study by
Cater & Cater, (2010), the relationship between product quality and customer commitment was studied along with
the combined effect of these two on brand loyalty. The result showed that product quality has both direct and
indirect effect on brand loyalty i.e. attitudinal and behavioral loyalty.
Rahman M. (2012) has studied the relationship between service quality, customer satisfaction and brand image and
the results showed that a positive relationship exist between customer satisfaction, service quality and brand image.
Positive brand image and service quality lead to positive customer’s perception and enhanced customer
satisfaction. So, companies should focus on brand image in order to retain their customers. Similarly, Alireza et al.
(2011) has studied the impact of brand/ corporate image on brand loyalty in the telecom sector of Iran and the
results depicted that corporate image has direct impact on perceived value that leads to enhanced customer
satisfaction and brand loyalty. So in order to achieve customer satisfaction and brand loyalty corporate / brand
image are important for managers.
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Many studies are conducted to determine the impact of customer satisfaction and perceived value on brand loyalty.
Kuo et al. (2009) has assessed the relationship among variables that lead to brand loyalty in mobile networks’
value-added. Results indicated that although service quality have no direct effect on brand loyalty, it can lead to
brand loyalty and repeat purchase through moderating variables i.e. perceived value and customer satisfaction.
Moreover, Mohammad & Alhamadani (2011) has identified that there is a significant positive relationship between
customer satisfaction and service quality and the service quality is the most important determinant of customer
satisfaction. Similar relationship was studied by a study conducted by Rahman M. (2012). The results showed that
a positive relationship exist between customer satisfaction, service quality and brand image. Positive brand image
and service quality lead to positive customer’s perception and enhanced customer satisfaction.
Moreover, Lin et al. (2009) has linked two theories to develop an integrative model of customer loyalty. According
to the Expectation Confirmation theory, Customer satisfaction is determined by three factors i.e. expectations about
the service before encounter, the service encounter and service experience evaluation after encounter. While
according to the Self-determination theory, four factors can influence the customer satisfaction and these factors
impact the customer’s brand loyalty. These factors are External integration, intrinsic motivation, interjected
regulation and identified regulation. The result showed that the most important variables effecting brand loyalty are
intrinsic regulation and identified regulation, which assess the degree of customer’s involvement in the service. So
in order to boost Brand loyalty, these two variables should be given importance while designing service experience.
A study by Hameed F. (2013) has inspected the mediating effect of customer satisfaction and perceived value while
studying the impact of advertising spending on the brand loyalty. The results showed that the advertising spending
has significant impact on store image and customer satisfaction. Moreover, perceived quality was identified as
mediator in the relationship between brand loyalty and advertising spending.
Moreover, Aksoy et al. (2013) has found that that cultural variable have a moderating effect on customer
satisfaction. According to this research, cultural variables moderate the relationship between customer satisfaction
and loyalty.
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Moreover, study by Raju et al. (2009) has focused on the customer commitment and the strategies they used to
evaluate and purchase different brands. Information processing strategies used by the customers are highly
influenced by the level of commitment with the brands. In order to conduct this research the consumers were
classified into two classes’ i.e. high commitment users and low commitment user. Two studies were conducted and
the objective was to identify that whether consumer focus on similarities or they focus on differences while
comparing two brands. First study asked respondents to share their thoughts about brand advertisements of two
different brands while during second study instructions were given to the respondents. The results showed that high
commitment users evaluate brands by focusing on the differences while the low commitment users evaluate brands
by focusing on the similarities between the brands. Moreover, the results were the same in both studies which
showed that if a consumer has developed a perception or commitment towards a brand it cannot be changed. This
also shed light on the fact that once a brand loyalty is formed it can’t be altered and this can lead to long term
profitability of a company.
The results showed that different promotional tool have different impacts on perceived quality and brand loyalty.
Some promotional tools are considered to have positive impact on brand image and create positive brand
associations that lead to brand loyalty. On the other hand, promotions have a negative impact on perceived quality
and brand equity (Yoo et al., 2000).So there is a conflict on the impact of promotional tools on brand loyalty.
Moreover, the results showed that perceived quality have negative impact on brand loyalty and this is similar to the
study by Bravo et al., (2007) which stated that quality is not a signal of successful brand.
A study by Agarwal and Teas, (2002) stated that promotions have negative effects on brand associations and brand
image as customers consider price as a representative of quality. So reduction is the price is considered as a bad
signal by the customers. Moreover, DelVecchio et al., (2006) has supported the result that promotions such as price
discounts can result in unfavorable quality evaluations. Yoo et al., (2000) stated that due to promotional tools
customers only think about the pries and not about the brand itself.
Contrary to the studies mentioned above, some studies stated that promotional activities can create positive brand
associations and lead to brand loyalty. Chu and keh, (2006) said that promotional activities can contribute in
improving brand equity by creating positive brand associations. Similarly, study by Palazon-vidal and
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Delgado-Ballester, (2005) said that promotional activities associates more favorable brand associations to brands
and create brand equity.
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promotions on the brand loyalty. Some studies support the results that promotional activities have negative effect
on brand loyalty because reduction in reference prices is considered as a bad signal for the product quality (Agarwal
and Teas, 2002; DelVecchio et al., 2006; Yoo et al., 2000).
On the other hand, some are of the view that promotional activities create positive brand associations and can lead
to brand loyalty (Chu and keh, 2006; Palazon-vidal and Delgado-Ballester, 2005) .As, there is a conflict in existing
literature as they show contradictory results, there is a need to further investigate the topic and find a reasonable
solution.
Moreover, the existing research is conducted in foreign countries and no analysis is available on Pakistan. Pakistani
consumers are considered as more price sensitive so my research will study the impact of promotional activities on
brand loyalty to clear the confusion and to study the behavior of Pakistani customers. This research would be
beneficial for managers and leading companies who are trying to acquire and retain loyal customer base.
Product/service Quality is the mediating variable and I believe that sales promotions can lead to brand loyalty i.e.
repeat purchase behavior and recommendation only when customers are satisfied with the quality and have strong
associations. Absence of mediating variable i.e. product/service quality will not lead to repetitive consumer
purchase behavior. Brand Association is the mediating variable.
The brand loyalty is the dependent variable and it is measured through repeat purchase behavior and intention of
customers to recommend that brand to others. In this research, it is hypothesized that product/service quality and
brand associations mediates the relationship between sales promotion and brand loyalty. Thus, following
hypotheses were suggested:
H1 = There is a relationship between monetary sales promotion and perceived product/service quality.
H2 = There is a relationship between non-monetary sales promotion and perceived product/service quality.
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5. METHODOLOGY
Descriptive study method was used to test the hypothesis as it helps to gather quantifiable information.
Research Design consisted of the following two steps:
Once a questionnaire was constructed, Pilot test was carried out in order to identify the weaknesses and improve the
questionnaire before conducting a large scale research study. The importance of conducting pilot test is also
stressed in research conducted by Juggessur J. (2011), as it helps in refinement of the research instrument and result
in accurate and unbiased results.
For pilot testing, the sample size was 20 and the pilot test helped in identification and amendments of the problems
with the items, sequence of items, instructions and formatting of the research instrument.
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5.3.1 Population
The target population included both men and women, between the age of 18 to 45, who have availed sales
promotions or are part of any promotional activities. Moreover, sec A and B was targeted as people belonging to
this class are heavy shopper and are more into buying branded products.
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1 Product Quality Buil, I., de Chernatony, L., & Martínez, E. (2013) 2013 3
2 Service Quality Zehir, C., Şahin, A., Kitapçı, H., & Özşahin, M. (2011) 2011 6
3 Brand Associations Buil, I., de Chernatony, L., & Martínez, E. (2013) 2013 8
4 Repeat Purchase Zehir, C., Şahin, A., Kitapçı, H., & Özşahin, M. (2011) 2011 3
5 Loyalty Zehir, C., Şahin, A., Kitapçı, H., & Özşahin, M. (2011) 2011 3
7 Monetary promotion Buil, I., de Chernatony, L., & Martínez, E. (2013) 2013 3
Male 40%
Gender 200
Female 60%
39-45 years 3%
PKR 50,000-59,999 7%
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In the study, for the initial refinement of scale, reliability analysis was used and 25 items were selected; while 3
were discarded. Moreover, refinement was done on the basis of factor loading values.
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SQ2. I always have an excellent experience when I use this brand 0.81
Service Quality
SQ3. Brand X provides excellent customer service 0.76
SQ4. I would say this brand's physical environment is one of the best in its industry 0.62
BA7. I have a clear image of the type of person who would use the brand X 0.66
RP2. The next time I need that product, I will buy the same brand 0.77
Repeat Purchase
RP3. I would only consider purchasing this brand again, if it would be substantially
0.50
cheaper
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Monetary
MP2. Brand X often uses price discounts
Promotion 0.78
MP3. Brand X uses price discounts more frequently than competing brands 0.77
promotions G2. Brand X uses gifts more frequently than competing brands 0.91
Some items were discarded during analysis as they were not the good representative of construct measured as they
tend to measure some other constructs also. These discarded items are shown in below table.
L3. Commercials regarding to competing brands Loyalty Zehir, C., Şahin, A., Kitapçı, H., & Özşahin,
brand
SQ5. This brand has fair system for the handling Service quality Zehir, C., Şahin, A., Kitapçı, H., & Özşahin,
of complaints M. (2011)
SQ6. This brand's staff efficiently deal with Service quality Zehir, C., Şahin, A., Kitapçı, H., & Özşahin,
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The acceptable value of AVE or convergent validity is greater than 0.5(Hair, J., Black, W., Babin, B., and
Anderson, R., 2010). As shown in table 5, the value of convergent validity for all the constructs included in this
study is greater than 0.5 (Table 5). This shows that items of every construct share a high proportion of variance in
common and it also represents the fact that an item measuring a construct measures it accurately.
Moreover, CMIN/DF is considered as an appropriate measure to indicate model fit as compared to CMIN as CMIN
value is sensitive to the sample size and for good model fit the value of CMIN/DF should not exceed 5. The value
of CMIN/DF is 1.794 for the model, which is even less than 2.So it is indicative of good model fit.
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The value of AGF in this research model is 0.777, which shows that there is not a big difference between the value
of GFI and AGFI. (Table 7)
The value of CFI for this research was 0.920, which represents goodness of fit as it is greater than 0.90.(Table 8)
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According Narayan, B., Rajendran, C., & Sai, L. P., 2008, the value of RMSEA should be between 0.05 and 0.08
and lesser is better.
The RMSEA value for the model of this research study is .068 which is less than 0.08 and it indicatives that the
model not only fits the sample extracted from the population but also fits the population .(Table 9)
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7. DISCUSSION OF RESULTS
The study was conducted to understand the relationship of different variables that impact Brand Loyalty. Moreover,
the study further intended to investigate the impact of sales promotion on brand loyalty as a gap was identified in
the existing literature through confusion spotting. So to investigate the relationship, sales promotion was divided
into monetary and non-monetary sales promotion in order to study both types in detail and add value in existing
literature.
The results showed that monetary promotion has direct and significant relationship with the perceived
service/product quality in apparel industry. This is because of the fact that people consider brand as a guarantee of
high quality. For example, in the apparel industry we have brands like Khaadi , Nishat etc. When these brands offer
price discounts, people consider it a great opportunity because they can get good product at low price. Moreover,
people consider that strong and profitable brands are capable of offering price discounts. When brand offer price
discounts to the customers, they consider it as a great gesture that brand is valuing them. Hence there is a positive
relationship between monetary sales promotion and perceived product/ service quality.
As discussed in path analysis, non-monetary promotions only have significant effect on brand loyalty when they are
offered to already loyal customer. This is due to the fact that Pakistani customers are price sensitive. They consider
saving money more valuable than getting a free gift because value of money is more than a gift as we can never be
sure that gifts are of good quality. So, non-monetary promotions should be offered only when the customer is
already loyal as they will be effective in that case and offering free gifts will result in increased brand loyalty as
seen in above results.
The positive and significant relationship between perceived product/ service quality and brand association is
justified as when a customer consider a brand to be of high product and service quality, he develops strong brand
associations. For example, he consider brand to be trustworthy and good value of money. So strong brand
associations are developed and customer can relate themselves with the brand and start personalizing the brand.
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Moreover, when the customer is satisfied with the brand and have strong brand associations then he start preferring
the brand over all other brands and this result in repeat purchases and increase in purchase frequency. The customer
can also recommend the brand to others. In this way, strong brand associations can lead to brand loyalty and they
have positive relationship.
Perceived product/service quality and brand associations mediate the relationship between sales promotion and
brand loyalty. This is due to the fact that customer will become loyal to a brand only when the product and service
is of high quality and they have strong brand associations. This fact is of high importance for the managers because
price discounts will be beneficial only when the quality will be good and brand image is strong. So the managers
should focus on all these variables in order to create a loyal customer base that can result in long term profitability
for the Brand.
8. MANAGERIAL IMPLICATIONS
The chain of competition has been triggered between the brands due to the growth of embedded media and
increased customer spending. The growth of embedded media has made consumers more exposed to the
information and hence have contributed to the awareness of consumers. This has resulted in increase in competition
between brands and they have to differentiate their brands on the basis of service/product quality and strong brand
image in order to capture the market share. Moreover, their objective is to create customer satisfaction that can
result in brand loyalty i.e. more repeat purchases and more sales of product and services. Moreover, as it is said that
it is five times more expensive to find a new customer than to retain a customer. So the companies and managers are
trying to create a pool of brand loyal customers and retain them for long-term profitability.
Due to competition, products availability in the market has been improved and it has become very important for
companies in Pakistan to focus on building strong brand image and developing brand loyalty that can retain loyal
customers and lead to sustainable and long-term profitable relationship. Moreover, as the results of this research
have shown that brand associations, customer satisfaction and perceived product/ service quality has a positive
and significant on brand loyalty and repeat purchase behavior, so these dimensions should be dealt carefully in
order to retain loyal customers. Moreover, this research will contribute to the literature by explaining the link
between variables that create customer satisfaction that further lead to brand loyalty and repetitive purchase
behavior.
This research will provide great insight to the managers because it has deeply investigated the impact of sales
promotions in Pakistan. Little literature was available on this topic and this research has contributed to the literature
by investigating the impact in-depth. The results show that monetary sales promotion have positive and significant
effect on brand loyalty and perceived product/ service quality and brand associations are the mediators in this
relationship. So, this research provides great insight to managers in developing of promotional strategy. Managers
can take more advantage from sales promotion by offering price discounts to customers and providing them with
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consistent quality product. Once the customers are loyal, the degree of loyalty can be increased by offering them
free gifts.
Moreover, Managers can learn from this research that consumers of Pakistan are price sensitive and they don’t
consider price cuts as signal of poor quality. If your brand is strong, price discounts are considered as an incentive
and value for money. Customer feel that they are valued and this result in brand Loyalty.
9. LIMITATIONS
This research has several limitations as it is conducted at a small level. Firstly, there are many variables that have
impact on brand loyalty but only a few are included in the research model and only their impact and relationship is
studied in Apparel industry. Learning about other variables and other industries may contribute more towards the
literature so they should be added for better understanding. Secondly, Sample size is small and is taken only from
Lahore. Results may change in other cities as variables can be influenced from cultural factors. Moreover, only
sales promotions are analyzed and other promotions i.e. trade promotions and advertising expenses are not included
in the model due to data collection constraints .In sales promotions, online promotions are not taken into account
and these can be added for better understanding of the relationship between sales promotions and brand loyalty.
The research is restricted due to the time and financial constraints. It was difficult to reach out to more people in
population. Moreover, it is a cross sectional study and is limited to one time period. Financial constraints also made
it difficult to reach out to more people in the population. Despite limitations, it has contributed to literature by
studying the impact of sales promotion in detail.
Moreover, this study should also be carried out in other regions of Pakistan in order to investigate the impact of
sales promotion on brand loyalty in different cultures. It is very important for managers to understand the customers
before developing any promotional and pricing strategies. Different people react differently to price reductions so it
is better to study the impact in different cultures.
This study has shown that non-monetary promotions are beneficial when customer is already loyal. There is a need
to investigate the factors due to which Pakistani customers are more inclined towards the monetary promotions and
price cuts. So, the relationship between non-monetary promotions and brand loyalty should be studied in detail in
order to identify the factors that can result in significant relationship between non-monetary promotions and brand
loyalty. This will help managers in developing more beneficial strategies and creating a pool of profitable and loyal
customers.
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Mediterranean Journal of Basic and Applied Sciences (MJBAS)
Volume 2, Issue 2, Pages 64-91, April-June 2018
11. CONCLUSION
Increased competition and exposure to information has made it difficult for the managers to maintain the market
share. Brand Loyalty has become the key of success as it creates and retains a loyal customer base that leads to the
long term profitability of a firm. It is very important for managers to study the variables that impact brand loyalty
and the relationship between these variable should also be studied. Managers can use this knowledge is developing
pricing and promotional strategies.
In this study the relationship of sales promotions, perceived product/service quality, brand associations and brand
loyalty is studied in detail. The results show that monetary sales promotions have positive and significant
relationship with brand loyalty in Apparel industry. Brand association and perceived product/service quality
mediates the relationship between these two variables because price discounts can result in brand loyalty only when
customers are satisfied with the product/ service quality and they have strong brand associations. Moreover, this
study also shows that non-monetary promotions have significant relationship with brand loyalty only when the
customer is already loyal to brand. This result has great managerial implications as managers can develop
promotional and pricing strategies while keeping these results in mind. They should offer price discounts in early
stage of loyalty and then non-monetary promotions should be offered at later loyalty stage In order to get more
advantage from policies.
This research has contributed to the literature as there was conflict about the relationship of sales promotion and
brand loyalty in existing literature and no such research was conducted before in Pakistan.
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