How Does Social Media Interactivity Affect Brand Loyalty?

Abstract

As social media has become a prominent platform for networking, many organizations have begun to establish more than one brand community, as a set of supplements to their branded websites. Once most online brand interactions take place on social networking sites rather than branded sites, such customer-oriented interactions will become much more complicated and unpredictable. It is a real challenge for organizations to build successful customer-brand relationships through social networking sites. Hence, organizations that wish to enhance brand loyalty by running brand communities face the challenge of effectively conducting social customer relationship management (CRM) tactics. As social media users are susceptible to highly interactive features, understanding the nature of social media interactivity in brand communities is the key to building successful social CRM. The aim of the study is to investigate not only the effect of social media interactivity on community benefits, but also the effect of community benefits on brand loyalty. In addition to measuring the direct effects of social influence and media richness on brand loyalty, the study assessed the indirect effect of responsiveness on brand loyalty by means of community benefits, including knowledge gains and sense of membership. The results, based on data collected from 229 social media users who are followers of a Super Basketball League (SBL) team’s Facebook page, indicated that media richness had a strong, positive, and direct effect on brand loyalty, and that responsiveness had direct effects on their knowledge gains and their sense of membership, which in turn affected brand loyalty indirectly.