PHILIP KOTLER’S In marketing, brand loyalty refers to a consumer’s commitment to repurchase or otherwise continue using a particular brand by repeatedly buying a product or service.
The American Marketing Association defines brand loyalty as: 1.) “The situation in which a consumer generally buys the same manufacturer-originated product or service repeatedly over time rather than buying from multiple suppliers within the category” (sales promotion definition). 2.) “The degree to which a consumer consistently purchases the same brand within a product class” (consumerbehavior definition).
Aside from a consumer’s ability to repurchase a brand, true brand loyalty exists when a.) the customer is committed to the brand, and b.) the customers have a high relative attitude toward the brand, which is then exhibited through repurchase behavior. For example, if Joe has brand loyalty to Company A, he will purchase Company A’s products even if Company B’s products are cheaper and/or of a higher quality.
Brand loyalty is viewed as a multidimensional construct, determined by several distinct psychological processes, such as the customers’ perceived value, brandtrust, satisfaction, repeat purchase behavior, and commitment. Commitment and repeated purchase behavior are considered as necessary conditions for brandloyalty, followed by perceived value, satisfaction, and brand trust.