Influence of Social Media Marketing, PDF

INFLUENCE OF SOCIAL MEDIA MARKETING,
BRAND LOYALTY AND eWOM TOWARDS

CONSUMERS’ PURCHASE INTENTION
BONG WAN ZHUNG
MASTER OF BUSINESS ADMINISTRATION
UNIVERSITI TUNKU ABDUL RAHMAN
FACULTY OF ACCOUNTANCY AND

MANAGEMENT
DECEMBER 2017
Influence of Social Media Marketing, Brand Loyalty and
eWOM towards Consumers’ Purchase Intention
Bong Wan Zhung
A research project submitted in partial fulfillment of the

requirement for the degree of
Master of Business Administration
Universiti Tunku Abdul Rahman
Faculty of Accountancy and Management
December 2017
eWOM towards Consumers’ Purchase Intention
By
Bong Wan Zhung
This research project is supervised by:
Dr. Hen Kai Wah

Assistant Professor
Department of International Business
Faculty of Accountancy and Management
Copyright @ 2017
ALL RIGHTS RESERVED. No part of this paper may be reproduced, stored in a
retrieval system, or transmitted in any form or by any means, graphic, electronic,
mechanical, photocopying, recording, scanning, or otherwise, without the prior
consent of the authors.
i
DECLARATION
I hereby declare that:

(1) This Research Project is the end result of my own work and that due
acknowledgement has been given in the references to all sources of information be
they printed, electronic, or personal.
(2) No portion of this research project has been submitted in support of any
application for any other degree or qualification of this or any other university, or
other institutes of learning.
(3) The word count of this research report is 20404.
Name of Student: BONG WAN ZHUNG

Student ID: 13UKM06827
Signature: Bong Wan Zhung
Date: 30th November 2017
ii
ACKNOWLEDGEMENT
The journey as an MBA student was a thought-provoking and exciting experience

for me. Over these few years, there are many people who were directly and
indirectly helping and supporting me to achieve my journey. Firstly, I would like to
express my deepest gratitude to my family on this four-year journey, and especially
my wife Joanne for her unconditional supports. Second, I wish to express my
gratitude to Dr. Hen Kai Wah for his support, advice, and guidance in completing
this research project. Thirdly, the members of Faculty and Institute of Postgraduate
Studies and Research (IPSR) for the knowledge and helpful throughout my study at
Universiti Tunku Abdul Rahman. Finally, to my friends, classmates, and others that
being very helpful in responding to my questionnaires.
Thank you.
Your sincerely,
Bong Wan Zhung
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TABLE OF CONTENTS
Page
Copyright Page……………………………………...………………….... i
Declaration................................................................................................. ii
Acknowledgement ..................................................................................... iii
Table of Contents ...................................................................................... iv
List of Tables ............................................................................................. vii
List of Figures ........................................................................................... viii
Abstract ..................................................................................................... ix
CHAPTER 1 INTRODUCTION ............................................... 1
1.1 Background .......................................................... 2
1.2 Problem Statement ............................................... 4
1.3 Research Objectives ............................................. 6
1.3.1 General Objective ................................................ 7
1.3.2 Specific Objectives .............................................. 7
1.4 Research Questions .............................................. 8
1.5 Significant of Studies ........................................... 8
1.6 Term of References .............................................. 10
1.7 Overview of the Report ........................................ 11
1.8 Summary .............................................................. 13
CHAPTER 2 LITERATURE REVIEW .................................... 14
2.1 Introduction .......................................................... 14
2.2 Social Media and Social Media Marketing .......... 15
2.2.1 Social Media ........................................................ 15
2.2.2 Social Media Marketing ....................................... 16
2.3 Brand Loyalty ...................................................... 18
2.4 Word of Mouth and Electronic Word of Mouth .. 20
2.4.1 Word of Mouth .................................................... 20
2.4.2 Electronic Word of Mouth ................................... 21
2.4.3 Differences between WOM & eWOM ................ 22
2.5 Purchase Intention ................................................ 23
2.6 Previous Empirical Studies .................................. 25
2.6.1 Social Media Marketing to Brand Loyalty .......... 26
2.6.2 Electronic Word of Mouth to Brand Loyalty ....... 26
2.6.3 Social Media Marketing to Purchase Intention .... 27
2.6.4 Brand Loyalty to Purchase Intention ................... 27
2.6.5 Electronic Word of Mouth to Purchase Intention. 28
2.7 Theoretical Framework ........................................ 28
2.7.1 Theory of Reasoned Action ................................. 28
2.7.2 Theory of Planned Behaviour .............................. 30
2.8 Conceptual Framework ........................................ 32
2.9 Hypotheses Developments ................................... 34
2.9.1 Social Media Marketing and Brand Loyalty ........ 34
iv
2.9.2 Electronic Word of Mouth and Brand Loyalty .... 35
2.9.3 Social Media Marketing and Purchase Intention.. 36
2.9.4 Brand Loyalty and Purchase Intention ................. 37
2.9.5 Electronic Word of Mouth and Purchase 37
Intention ...............................................................
2.10 Summary .............................................................. 38
CHAPTER 3 METHODOLOGY .............................................. 39
3.1 Introduction .......................................................... 39
3.2 Research Design .................................................. 40
3.3 Research Approach .............................................. 43
3.4 Research Methodological Choices ....................... 45
3.5 Population and Sampling ..................................... 47
3.6 Sampling Size ...................................................... 49
3.7 Data Collection Methods / Instruments ............... 50
3.7.1 Pilot Study ............................................................ 51
3.7.2 Construct Measurement ....................................... 52
3.7.3 Data Scale of Measurement ................................. 54
3.8 Variables .............................................................. 55
3.9 Reliability Testing ................................................ 55
3.10 Statistical Testing ................................................. 57
3.10.1 Linear Regression ................................................ 57
3.10.2 Multiple Regression Analysis .............................. 57
3.10.3 Mediation Effect Analysis ................................... 58
3.11 Summary .............................................................. 58
CHAPTER 4 RESULTS ............................................................ 59
4.1 Introduction .......................................................... 59
4.2 Respondent Demographics .................................. 60
4.3 Descriptive Analyses ........................................... 65
4.4 Reliability Analysis .............................................. 67
4.5 Linear Regression Analysis ................................. 69
4.6 Multiple Regression Analysis .............................. 74
4.7 Mediation Effect Analysis ................................... 76
4.8 Summary .............................................................. 78
CHAPTER 5 DISCUSSION ...................................................... 80
5.1 Introduction .......................................................... 80
5.2 Findings through Descriptive Analysis ................ 81
5.3 Discussion of Major Findings .............................. 82
5.3.1 H1: Social media marketing will have significant 83
positive influence on consumers’ brand loyalty...
5.3.2 H2: Electronic word of mouth will have 83
significant positive influence on consumers’
brand loyalty ........................................................
5.3.3 H3: Social media marketing will have significant 84
positive influence on consumers’ purchase
intention ...............................................................
5.3.4 H4: Brand loyalty will have significant positive 84
influence on consumers’ purchase intention ........
5.3.5 H5: Electronic word of mouth will have 85
significant positive influence on consumers’
purchase intention ................................................
v
5.3.6 Mediating Effects ................................................. 85
5.4 Implications ......................................................... 86
5.5 Limitations of Study ............................................ 87
5.6 Recommendations for Future Research ............... 88
5.7 Summary .............................................................. 89
References ............................................................................................. 91
Appendix ............................................................................................. 101
Appendix A ..................................................................... 101
Appendix B ..................................................................... 106
Appendix C ..................................................................... 108
vi
List of Tables
Page
Table 1: Construct Measurements 52
Table 2: Cronbach’s Alpha Coefficient Range 56
Table 3: Respondents Demographic Information 60
Table 4: Reliability Analysis 68
Table 5: Model Summary (H3) 69
Table 6: ANOVA (H3) 69
Table 7: Coefficients (H3) 70
Table 14: Model Summary (H1, H2) 74
Table 15: ANOVA (H1, H2) 75
Table 16: Coefficients (H1, H2) 75
Table 17: Hypotheses Results 79
vii
List of Figures
Page
Figure 1: Theory of Reasoned Action 29
Figure 2: Theory of Planned Behaviour 32
Figure 3: Conceptual Framework 34
Figure 4: Gender Demographic Information 61
Figure 5: Age Demographic Information 62
Figure 6: Occupations Demographic Information 63
Figure 7: Years of Internet Utilisation 64
Figure 8: Social Media Awareness 64
Figure 9: Popular Social Media Platforms in Malaysia 65
Figure 10: Active Age Groups on Social Media Platform 66
Figure 11: Brand Consciousness Among Gender 67
Figure 12: Mediation Effect (1) 77
Figure 13: Mediation Effect (2) 78
Figure 14: Conceptual Framework 79
viii
Abstract

EWOM towards Consumers’ Purchase Intention
Consumers’ purchase intention has evolved with the facilitation of the social media
marketing, and gradually replacing the traditional marketing strategies. The
marketing strategy is built on social media platforms where consumers are actively
seeking information about a product or service, and others experiences before
committing to buy the product or service. The sharing of the brands, product
reviews, and users’ experiences are part of the electronic word of mouth where
information is transmitted and received over the internet. With the influence of
electronic word of mouth and social media marketing, it has an impact to the brand
loyalty, and eventually towards purchase intentions. This study attempts to study
the impact of social media marketing, brand loyalty, and electronic word of mouth
towards purchase intentions. Two hundred questionnaires were collected at the end
of the survey within Malaysia. Five hypotheses were developed and tested. The
results indicated that the social media marketing, brand loyalty, and electronic word
of mouth are effectively influencing consumers’ behaviour leading to purchase or
repurchase intentions. These findings indicate social media marketing managers
need to emphasise the importance of positive word of mouth in leaving a positive
impression on consumers and increase engagement with consumers in building
brand loyalty.
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CHAPTER 1
INTRODUCTION
This chapter proposes a research that will add to an understanding of the consumers’
purchase intention toward products or services in Malaysia. In this research, it will
specifically investigate the factors of social media marketing, brand loyalty, and
electronic word of mouth (eWOM) in influencing the consumers behavioural
towards purchase intentions. This chapter is organised by discussing the
background of the research, the problem statement, research questions, research
objectives, term of references, an overview of the report outline, and finished with
the summary of the chapter.
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1.1 Background
Ever since the introduction of World Wide Web 28 years ago (World Wide Web
Foundation, n.d.), the development of the information age has changed how people
used to interact in the past. For the first time in history, the internet created a single
social and cultural setting for everyone and as well evolved on how information
shares among each other, the way human conducts businesses, and the
transformation of technologies.
The development of social media on the internet has changed the way people
interact with each other and sharing of information. Social media is well accepted
and popular among the millennial cohorts (Nanji, 2017). The millennial is the
emergence of a new generation that is powerful and sophisticated consumers who
are difficult to influence, persuade, and keep (Devi & Menezes, 2016). This group
of cohorts is heavily active on the social media networking sites and always hungry
for information. The entire marketing landscape of the traditional marketing is
shifting towards social media marketing (Erdoğmuş & Çiçek, 2012). Businesses are
now more active on social media compare to the past (Hainla, 2017). Some
businesses have more than one presences on the social media platforms to interact
with the social media users. It is not necessary to be a presence on the social media
to build the brand awareness, but without it, they are very likely to be far behind
from their competitors that are actively engage with their fans.
Social media marketing offering businesses an interactive platform to interact with

consumers in building the brands, and loyalty that beyond what traditional methods
can offer in the past (Erdoğmuş & Çiçek, 2012). Consumers are using the social
media as the source to look for product information such as the brand, manufacturer
background, and retailers when deciding to buy it (Ler, 2014). The purchase
decisions are highly influenced by the electronic word of mouth on the social media
sites. The persuasion effect of the electronic word of mouth is seen as an opportunity
for businesses to influence the consumers by using various methods to influence
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them on purchase decisions. Consumers are looking beyond pricing for the product
when they are researching for it over the internet. It is also the experience and
expectation that Malaysian consumers want (Asean Up, 2017).
The 2016 Nielsen’s surveys on Global Retail Growth Strategies and Global Retail
Loyalty Programmes concluded that three in five Malaysian consumers enjoy
taking the time to find bargains (Nielsen, 2016). Asean Up (2017) pointed out that
Malaysian e-commerce market will continue to flourish as consumers are willing to
shop for more new products categories, satisfaction that beyond pricing such as the
ease of online payment methods, and express delivery for the products. The
allegiance to brands is very important for businesses to sustain the fan base and
sustainability. However, it may not be the same for consumers especially the
millennial cohorts when they are spoilt for choices. Advantageous promotions and
low pricing may motivate the change of brand’s allegiance and it takes a very long
effort for businesses to win back the consumer’s heart when they are many related
products in the market. In a report by Monteiro (2016), 3 out of 4 online shoppers
globally abandon their shopping carts before checking out. He pointed out that when
consumers have more options, the expectations become higher, particularly how
they engage with the business and receive their purchase. Hence, the highly
attractive price is not only the factors but strong customer service and delivery
options too. In this regard, consumers are actively sharing their experiences with
the retailer on social media sites and eventually will influence loyal customers to
think twice before checking out. Thus, not only social media marketing is important,
but good electronic word of mouth is important as well to build brand loyalty for
the businesses.
A report by We Are Social and Hootsuite (Kemp, 2017), in January 2017 ranks
Malaysia in the fifth place globally with the most active social media accounts. A
significant increase from January 2016 from 18 million active social media users to
22 million in 2017 (Kemp, 2017). Hamid (2016) presented that 32% of Malaysian
population are social media addicts. In general, they spend at least 16 hours a week
on social media platform to consume for information and as well actively generating
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new contents and opinions. And out of the 32% of social media addicts, about 63%
are aged below 35 years old.
Malaysia e-commerce is aiming to be the next e-commerce boom in South East

Asia according to Brewer (2017) viewpoint. The country has over 136% of mobile
penetration rate in 2016 and 47% of them using their smartphones to shop online.
And about 7 million consumers shop online every month buying daily necessities,
fashion, and accessories, and unusual or hard to find items. Besides that, 30% of all
e-commerce transactions in South East Asia are social sales where consumers
purchase over the social media sites such as Instagram or Facebook. In fact, Alibaba
group is building their regional distribution hub in Malaysia for Malaysia and South
East Asian region to boost the region e-commerce activities (EcommerceIQ, 2017).
All these facts are important hints for businesses to acknowledge the importance of
social media marketing in pushing marketing information on the social media
platform that they do not want to miss it. The one-way traditional marketing
methods may not be that useful in this digital world because of the social
interactivities on social media sites. A business successfully sets up their presence
on social media is not the end, but just the beginning of this new ecosystem.
Businesses need to constantly engage on the social media with postings and reviews
that capture the heart of the users, and eventually has the intention to buy their
products.
1.2 Problem Statement
Until the recent years, the e-commerce activities in Malaysia were slow, according
to Brewer (2017). With the keen commitment by the Malaysian government to grow
the e-commerce sector, and the regional distribution hub set up by Alibaba Group,
Malaysia would be the centre of e-commerce in the upcoming years in South East
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Asian region. E-commerce merchants in Asia Pacific were facing extremely high
competitions among each other as everyone is trying to acquire a piece of the market
shares (Monteiro, 2016). The vast options available for consumers, consumers will
continuously seek for the best offers before committing to the purchase, and best
offer is not necessarily about the pricing only. It is as well the engagement with the
brands, companies, and how they receive their purchase. It is all about engagement
between businesses and consumers on the internet. In other words, consumers look
beyond pricing, such as how business engage with them through social media, the
allegiance to the brand through marketing and word of mouth efforts, and how this
action leads to the desire to commit a purchase.
Consumers are progressively shifting away from traditional media towards the
digital media for information. This is a trend where marketers are less emphasising
on traditional marketing channels. A digital content company such as Rev Asia, the
largest digital media entity in Malaysia and ranks third after Facebook, and Google
in Malaysia based on traffics was acquired by traditional media company Media
Prima recently (Russell, 2017; The Star, 2017). It shows that digital content on the
internet, especially on social media platform, is rapidly replacing the importance of
traditional media especially in Malaysia when the country is top five active on social
media globally. Consumers are actively engaging on social media platform to
contribute and as well seeking for information about a product, brand before
deciding to buy or not. There are high chances that companies in Malaysia will be
outpaced by established companies that are actively using social media as the
marketing agent to promote their brands, products, or services.
Brand loyalty would be experiencing a notable change as marketers no longer in

the position of the hierarchical authority in pushing brand’s awareness that
happened in the past with traditional marketing channels. Businesses and
consumers are co-creating together the brand loyalty through various engagement
activities on social media platform. It is important for marketers or businesses to
understand the marketing efforts on social media platform and as well building
brand loyalty as consumers may consider liking a brand page on Facebook is
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considered loyal to the brand. In other words, brand loyalty in the eyes of
millennials may be different compared to earlier generations.
The traditional word of mouth happens from person to person communication, and
normally involving people they trusted such as family members, friends, peers, and
so on. However, the social media platform has become the novel word of mouth
platform. Now, consumers are actively sharing their experiences of a brand or
products that they used before to the mass on social media platform. This sharing is
similar to word of mouth which is non-commercial driven. However, on social
media platform, the trusted source of word of mouth has changed from a known
person to anonymous person in the online community. And businesses as well can
drive the electronic word of mouth on the internet too. Thus, the change of word of
mouth to electronic word of mouth seeks a lot of understanding for the marketers
and businesses in building a positive brand experience towards the consumers.
On the existing literature reviews, there are many research had been conducted in
the recent years in overseas on the social media marketing, electronic word of
mouth, and brand loyalty. While in Malaysia, there are research done in recent years
on other dimensions influencing towards consumers’ purchase intentions but are
limited (Azira, Siti, Law, Nurliyana, & Siti, 2016; Chong, 2014; Balakrishnan,
Dahnil, & Wong, 2014; Lim, Osman, Salahuddin, Romle, & Abdullah, 2016; Severi,
Kwek, & Nasermoadeli, 2014). Hence, it is important to further validate the
Malaysian consumers purchase behaviour.
1.3 Research Objectives
Based on the stated problem statement in the previous section, this section will
begin with the research’s general objective. Subsequently, a breakdown of the
specific objectives to examine the purpose of this research. The objectives are
presented as following:
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1.3.1 General Objective
The purpose of this research is to identify and examine consumers’ purchase

intention in Malaysia through social media marketing, brand loyalty and electronic
word of mouth. Besides that, this research is keen to ascertain the relationships
between of both social media marketing and electronic word of mouth towards
brand loyalty among the consumers in Malaysia leading to purchase intentions.
1.3.2 Specific Objectives
The following are the specific objectives of this research derived from the general
objective in the previous section.
RO1: To investigate the association between social media marketing and, brand
loyalty.
RO2: To considers the relationship between electronic word of mouth towards

brand loyalty.
RO3: To identify the significant influence of social media marketing towards

consumers’ purchase intention.
RO4: To examine the correlation between brand loyalty and consumers’ purchase
intention.
RO5: To investigate the significant impacts of electronic word of mouth by

communities’ members towards consumers’ purchase intention.
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1.4 Research Questions
Based on the defined objectives of section 1.3.2, there are five research questions
the researcher is interested to seek for the answers at the end of the research. The
research questions are as follows:
RQ1: Is there any committed relationship from social media marketing towards
brand loyalty?
RQ2: How does electronic word of mouth positively affect consumers’ brand
loyalty?
RQ3: How does social media marketing influences consumers’ behaviour on

purchase intention of a product or service?
RQ4: How does brand loyalty affect consumers’ behaviour on purchase intention
of a product or service?
RQ5: How does electronic word of mouth impact the consumers’ purchase
intention of a product or service?
1.5 Significant of Studies
The entire South-East Asia region is seeing a boom in the e-commerce, and
Malaysia is targeting to be the centre of the e-commerce in the coming years.
Through the government commitments and initiatives, and as well as private sector
such as Alibaba Group eyeing on Malaysia as the regional distribution hub for their
e-commerce businesses. E-commerce merchants are expecting a fierce fight to be
competitive, brand awareness, and the engagement with the consumers to attract
and retain customer base.
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Therefore, this research played a pivotal role to provide an understanding of the
current e-commerce context, especially in Malaysia. The critical elements
investigated in this research has significant influence on the consumer’s decision to
purchase a product or service. Consumers are progressively shifting away from
traditional media to digital media for day-to-day information. Marketers that
advocate traditional marketing media now could explore digital marketing on
various platforms. Social media marketing does works differently from traditional
marketing efforts (Erdoğmuş & Çiçek, 2012). It is a platform where both business
and consumers co-creating and receiving information about a product or service.
The information created through social media marketing played a significant role
in influencing other consumers in making purchase decisions.
The social media marketing stands as a medium to advocate marketing to the

consumers. However, electronic word of mouth is an important element in social
media marketing where positive or negative messages can be forwarded or shared
with a greater audience at a fraction of times. It can create significant repercussion
where it would help marketers enhance the marketing efforts to better reaching the
wider audiences.
The trivial of retaining loyal customers are ever tougher with digital marketing
channels. Consumers are exposed to many brands every day on social media
platform and there is a notable change in the brand loyalty. The evolving needs of
different generations in this digital age, and the loyalty pledge to brands are no
longer satisfactory because consumers are widely exposed to newer brands every
day on social media that are thriving to establish the connection with consumers
rather promoting the products. Therefore, it is an opportunity for marketers to
effectively engage Malaysian consumers to build the brand affections.
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1.6 Term of References
The terms used in this research are widely defined and interpreted based on different
contexts. Hence, it is necessary to provide clear definitions of the key terminologies
used in the present research. The following terminologies are defined in the context
of this research and presented as follows:
Social Media – Social media translated as the “websites and applications that
enable users to create and share content or to participate in social networking”
(Oxford University Press, n.d.). Example of social media: Facebook, Instagram,
Twitter, LinkedIn, Pinterest, etc.
Social Media Marketing – Social Media Marketing described as a form of Internet

marketing utilised the social media as a marketing tool where users produce and
share content in helping business to increase brand experience and widen customer
reach (Rouse, n.d.) that is not possible via traditional marketing channels (Weinberg,
2009).
Brand Loyalty – Brand loyalty does not result only in constant purchase pattern, it
can also bring out positive impression towards the brand, which is not essentially
tied with the purchase of the brand (Aaker, 1991; Gounaris & Stathakopoulos, 2004;
(Severi et al, 2014).
Word of Mouth (WOM) – An unpaid form of marketing effort to pass experiences

worthy information to other people how much they like or dislike a brand, product,
or service (Entrepreneur Media Inc., n.d.; Whitler, 2014).
Electronic Word of Mouth (eWOM) – eWOM refers to the impact upon the
persuasive power of communities’ members over the social media platform
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involving the brand, and product (Anderson, Black, Machin, Marcouse, & Watson,
2014; Danieli, 2016; Severi et al, 2014).
Purchase Intention – Purchase intention is well-defined as the possibility the

consumer will purchase the products (Danieli, 2016) in the future which reflects
their intentions to purchase the products based on their attitudes and emotions (Kim,
Chun, & Ko, 2017).
1.7 Overview of the Report
This research attempts to identify the impact of social media marketing, brand
loyalty and electronic word of mouth on consumers’ purchase intention, and to
assess the relationship among social media marketing, and electronic word of mouth
towards brand loyalty.
Chapter One: Introduction
Chapter one, the introduction, provides a broad overview that highlights the
rationale behind the research topic. This is done by emphasising the relevance of
the research topic and the importance in Malaysia consumers behaviour towards
purchase intention of a product or services. Meanwhile, this chapter is structural
including the Research Questions, and Objectives, Significant of Studies, Term of
References, and concluded with a Summary for this chapter.
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Chapter Two: Literature Review
The chapter provides a comprehensive literature review starting with the general
introduction of the topic in general and focuses context in Malaysia. Followed by
the behavioural studies of consumers that lead to the discussions of each
independent variables. The chapter structure is followed by previous empirical
studies, the theoretical framework, and the conceptual framework before leading to
the hypotheses developments. This chapter is divided into 10 sub-headings aiming
at discovering how social media marketing, and electronic word of mouth can affect
brand loyalty, and from different aspects to find how social media marketing, brand
loyalty, and electronic word of mouth can affect consumers purchase intentions.
Chapter Three: Methodology
Chapter three will outline the steps on how the research is intended to be carried out
in terms of the research process design, type of research, population, the variables,
the instruments, or methods used for data collection, and various statistical testing
methods to support the data analysis in Chapter Four.
Chapter Four: Results
In this chapter, the raw collected data will be housekeeping before feeding into
statistical software IBM SPSS Statistic version 22 for detailed statistical analyses.
Furthermore, the outcome of the statistical analyses will be presented in this chapter
and as well.
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Chapter Five: Discussions
This chapter will discuss the finding from the research, interpretation of the findings
and whether the hypotheses are supported by the data or not. Furthermore, this
chapter will include the discussion of limitations, and recommendations for future
research.
1.8 Summary
The development of social media has changed the way people interact with each
other and how information is gathered and shared around. This is very common
nowadays with the millennial cohorts and progressively impacting the marketing
efforts especially promoting the brand, product or service are done over the internet
on social media platforms through electronic word of mouth. Through the
development of social media marketing as a popular marketing channel over
traditional marketing channel, it also influenced the consumers brand allegiance too.
Business and consumers are co-creating brand loyalty together through various
engagements and different as compared to earlier generations. Hence, the research
may provide insightful information how Malaysian consumers react to social media
marketing, electronic word of mouth, and brand loyalty towards purchase intention
of a product or service.
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CHAPTER 2
LITERATURE REVIEW
In this chapter, the literature review is organised with comprehensive reviews of the
research topic through secondary information. As the chapter develops, the reviews
of relevant theoretical models are discussed before developing the conceptual
framework. In the following section will develop the hypotheses based on the
conceptual framework before ending with a summary of this chapter.
2.1 Introduction
The use of social media as the next generation marketing tool has changed the way
marketers used to market the products and services in traditional marketing
channels. Marketers are actively pushing advantageous marketing campaigns to
attracts the online community. In response to the competitive social media
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marketplace, brands are eager to win the heart of the millennials through electronic
word of mouth.
Hamid (2016) reported that 32% of Malaysian are social media addicts, spending
more than 16 hours online in a week. With the high number of hours online a week,
it is an advantage for the brands and marketers to target them on social media. With
the online shopping trend is growing, consumers expectation on online shopping
will challenge brands and marketers beyond prices (Asean Up, 2017). According
to EcommerceIQ (2017), Malaysia e-commerce market was estimated at
US$1billion back in 2015 and expected to increase the online shopping market size
by eight-folds to US$8billion. Hence, it is important to consider the factors
influencing the consumers’ purchase intentions.
2.2 Social Media and Social Media Marketing
2.2.1 Social Media
The term of “Social Media” is constructed from communication science and

sociology which explained in the communication context as a means for storing or
delivering information while social networks are social structures made up of a set
of social actors with a complex set of dyadic ties among them (Peters, Chen, Kaplan,
Ognibeni, & Pauwels, 2013). Further elaborate that, social media are 2-way
communication channels which enables the interactive web's content creation,
collaboration and exchange by individuals that forming a virtual community on
social media platforms (Zeng & Gerritsen, 2014).
Social media are fundamentally different as well compared to any traditional media
because of their social network structure and egalitarian nature (Peters et al, 2013).
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Peters et al (2013) argued that a brand is just a social actor in the network, which
has no authority in hierarchical ‘1: n’ structure. In other words, a brand is just like
other users in the network and no longer enjoy the traditional marketing privilege
in imposing commercial messages exposure as in other media. Or merely a peer to
peer communication channels which enable collaboration and exchange by its users
(Zeng & Gerritsen, 2014). The following section will discuss the role of marketing
in social media.
Hainla (2017) recently published that social media is continuing to be trending and
growing. Taking Facebook as an example, in 2015, Facebook had successfully
influenced 52% of the consumers on online and offline buying behaviour as
compared to 36% back in 2014. In facts, there are 50 million small businesses
worldwide are actively using social media channel such as Facebook to connect
with their customers. A staggering of over 4.4 million videos were uploaded to
Facebook directly back in February 2016, and successfully generated over 199
billion views from social media users worldwide. On different platform, Twitter has
328 million active users, and it is very active among its members in tweeting. The
power of Twitter has proven that over 78% of people took the complains to a brand
via Twitter are expected to be answered within an hour. Instagram, the picture, and
video posting social media platform are popular among the businesses to engage
with their followers which expected to rise to 70.7% by 2017 (Parker, 2016).
According to Parker (2016), over 80% of the users are from outside of the United
States. Thus, it is not just a social media platform for sharing videos or pictures, but
a marketing channel for businesses to engage with their followers.
2.2.2 Social Media Marketing
Social media is a powerful component of an integrated marketing channel that its

platforms included blogs, microblogs, email, and social networking sites provides
many benefits for both marketers and consumers to achieve marketing
communication and branding social goals (Kaur, 2016; Smith, 2014). Social media
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has become an alternative communication tool supporting existing relationships and
activities in a joyful way that can enrich the users’ experience, said Kim and Ko
(2010).
In contrast to traditional marketing efforts, Weinberg (2009) commented that social

media penetration would be continuing to grow and Internet has become
increasingly social. Thus, this is a continuing trend where users are turning to social
media for information, then traditional methods. Weinberg further commented that
with the shift of traditional media to online social media, the consumer trusts on
traditional media forms has declined and not as effective as it was before anymore.
This is due to shifting into a customer-centric direction than listening to brands only
(Hutter, Hautz, Dennhardt, & Füller, 2013).
In comparison with traditional marketing and the emerging of communications,

consumers are taking the lead role in marketing being an active creator and
influencer. This phenomenon shifted some powers of brands directly to consumers
in social media platform according to Hutter et al (2013).
Social media marketing enabled brands or individuals to promote their websites,

products or services through the social media platform and reach out to a larger user
community. The form of promoting is through reviewing the content or finding a
useful content and promoting it within the social media. The efforts emphasised
collectively rather than individualised as in traditional marketing channels
(Weinberg, 2009).
Hutter et al (2013) argued that the consequence of social media marketing

campaigns on consumers’ perception of products and brands, and as well as the
influence on purchase intention required more studies for better understanding.
Despite the risks and doubts, brands cannot take the risks being absent in such
powerful communication channel. Despite that, Zeng and colleague (2014) argued
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leveraging the social media to market products has proven to be an excellent
strategy because of itself as an important tool. And thus, brands continuously
investing in social media activities for being part of it and marketing their products
and services. It is impactful as Tey (2015) wrote that about 70% of Malaysian turn
to brands’ social media platform to research about the products before committing
a purchase.
2.3 Brand Loyalty
To understand brand loyalty, it is important to derive brand from higher meta-level.

According to Keller (2013), a brand can be rational and tangible, or more symbolic,
emotional, and intangible. Keller (2013) further explained that to be tangible, it can
be related to the performance of the product; while intangible more related to what
the brand represents. Brands are important to both consumers and companies. For
consumers, brands help to identify the maker of the product, take on special
meaning for the consumers. Through some knowledge about a brand, consumers do
not need to spend more time in researching and getting to know the brand. While
for companies, a brand has a unique association and meanings that differentiate
itself from other products. The quality and satisfaction of the brand will translate
into brand loyalty that makes it more difficult for other companies to enter the
market (Keller, 2013).
While brands matter, it is important to further explore the brand equity as an added
value for companies in marketing concept (Vahdati & Mousavi Nejad, 2016). Aaker
(1991) defined that brand equity is multidimensional theories and it includes
attitudinal and behavioural dimensions, which consist of brand loyalty, brand
awareness, brand associations, perceived quality, and brand proprietary. Brand
equity has been studied in financial and consumers’ perspective. The previous
perspective is focusing on the market value of the company’s asset, while the latter
one reacts towards the brand name (Severi & Ling, 2013). Vahdati and Nejad (2016)
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argued that brand loyalty played a significant role in brand equity. Hence, this
section would further discuss on brand loyalty while other dimensions would be
interests in future research.
Brand loyalty can be conceptualised as the final dimension of consumer brand

resonance symbolising the with a brand, said Devi and Menezes (2016). Devi and
Menezes (2016), and Severi and Ling (2013) commented that brand loyalty bring
in sales, market share, profitability, helping business to the group or maintaining
themselves in the marketplace is a result where brands have gain exclusive, positive,
and prominent meaning in the minds of large numbers of consumers. The process
of brand loyalty creation involved several variables amongst are the brand
attachment and community commitment, where community members’ commitment
to the community results in additional attachment to the brand around which the
community is centred (Balakrishnan et al, 2014). Constant purchasing of one brand
over time and declining to shift to competitors’ brands is a sign of brand loyalty
(Severi & Ling, 2013; Calvo-Porral & Lang, 2015; Sasmita & Mohd Suki, 2015).
Branding has become more open and consumers are choosing which brands to
interact with and shaping the brand values themselves (Smith, 2014). Smith further
explained that consumers emotionally invest in the brand, more committed and
loyal to the brand whom they are involved in the brand communities through the
brand fan pages. Erdoğmuş & Çiçek (2012) commented that companies have better
advantages when using social media marketing in social media platform to engage
and build brand loyalty with consumers over the traditional platforms. In other
words, social media helps brands to build brand loyalty. And it can be easily
associated with the electronic word of mouth that peers review and conversation
provide better credibility and thus boost the brand recognition and brand loyalty.
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2.4 Word of Mouth and Electronic Word of Mouth
Consumers are receiving high numbers of information regarding the brands,

products, and services daily. The huge amount of information is through many
advertisements advertised on different marketing channels. With many information
at hands, it creates a difficult situation for consumers to decide on (Erkan, 2016).
Therefore, WOM steps in as one of the most reliable sources of information for
consumers since it consists of trusted consumers opinions and experiences than
marketer advertised (Erkan, 2016; Huete-Alcocer, 2017; Gfrerer & Pokrywka, 2012;
Nakayama, Wan, & Sutcliffe, 2010).
2.4.1 Word of Mouth
Word of mouth or WOM is considered one of the oldest methods of passing on

information (Huete-Alcocer, 2017). It is defined in a form where verbal
communication took place between person to person in a non-commercial context
(Nakayama et al, 2010). Nakayama et al (2010) explained that verbal
communication is inclusive of exchange of comments, thoughts, and ideas.
Gfrerer and Pokrywka (2012), and Huete-Alcocer (2017) presented that WOM is a
widely accepted notion in the discipline of consumer behaviour that shaping
consumers’ attitudes and behaviours toward the brands, products, or services. The
communication between consumers is considered independent and non-commercial
driven on the interpersonal exchange of information for the product or service. In
other words, consumers always make the decision to buy on the advice given via
word of mouth rather than trusting the advertiser’s promises. In other words, WOM
is considered as a high level reliable, trustworthy, and credible source of
information when compared to advertised media as a less reliable source. Products
reviews and testimonies from known sources (the example of family members,
relatives, peers, acquaintances, and friends) are considered trusted source in WOM
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and is highly persuasive in altering consumers attitudes and behaviours. Besides
that, the level of knowledge which the sender or the source of WOM plays an
important role too. It happens when the receivers perceived that they acquired
qualified information and convinced. Therefore, it will affect the consumers, or the
receivers desired for purchases (Erkan & Evan, 2016). The influence of WOM is
even stronger when consumers considering buying complex, durable, expensive, or
critical products such as house, car, financial and healthcare services (Nakayama et
al, 2010).
The reason consumers engaging in WOM is due to the feelings consumers’

experienced. Consumers that feels satisfied or dissatisfied are more inclined to
engage in WOM activities. Consumers who experience positive feelings have the
predisposition to share information supporting their brand. In other words, these
consumers are considered as the loyal consumers (Gfrerer & Pokrywka, 2012).
Hence, the sharing of experiences in WOM are considered genuine and unlike
advertisements created by marketers that is not persuasive.
2.4.2 Electronic Word of Mouth
Electronic word of mouth is the transformation of traditional word of mouth as how

people interact in traditional word of mouth (Hodza, Papadopoulou, & Pavlidou,
2012), but on a platform over the Internet (Erkan & Evan, 2016; Gfrerer &
Pokrywka, 2012; Huete-Alcocer, 2017; Nakayama, et al, 2010). In contrast to
WOM, eWOM is written form of the WOM on the Internet through the social media
platform, and online user communities’ sites. eWOM functioned as a newer
communication form to widespread the product reviews and testimonials to many
consumers in a shorter time compared to WOM. It has the opportunity as well to
spread the initial message online that considered unlimited reach. And it is
considered reliable, credible, and trustworthy since the consumers have no
commercial interests towards the product or the brand (Erkan & Evan, 2016; Gfrerer
& Pokrywka, 2012; Huete-Alcocer, 2017; Nakayama et al, 2010; Hodza et al, 2012;
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Smith, 2014; Balakrishnan et al, 2014). Although it is believed to be trustworthy
and originated from consumers without self-interests, electronic word of mouth can
be motivated and influenced by marketers to guide consumers’ in posting comments
in the way they want it (Erkan & Evan, 2016; Hodza et al, 2012).
The internet is continuously evolving with the eWOM as communication become

faster, easier with technologies. Consumers can search for marketer generated
information and as well consumer-generated information for the product they intend
to buy. Indeed, eWOM has the better advantage over traditional WOM because both
consumers and marketers can post visual elements such as pictures, and videos that
give other consumers an opportunity to better understand the information, and in
turn helping them to make better decisions (Erkan & Evan, 2016). Additionally,
eWOM provides companies the platform to identify the consumers’ needs and
perceptions in cost-effective manners (Huete-Alcocer, 2017). Huete-Alcocer (2017)
further argued that eWOM has become an important channel in social media
marketing.
2.4.3 Differences between WOM & eWOM
One of the main differences between WOM and eWOM is the consideration of
eWOM to be the electronic versions of traditional WOM. However, the
comparisons suggested more than that. Huete-Alcocer (2017) argued the credibility
of in circumstances involving many senders and receivers, and affecting the end
consumers. The credibility of the sender’s message or information in WOM could
be altered or distorted during passing the information to the next receiver and
ultimately the end consumer. While in eWOM, the original message is in written
form such as reviews, comments, or testimonies, reduced the risks as the original
message can be traced back to the sender and increased the consumer confidences.
However, credibility in WOM is highly positive as well when the receiver knows
the sender in person which is considered as the trusted source of WOM (Gfrerer &
Pokrywka, 2012; Huete-Alcocer, 2017; Nakayama et al, 2010). In contrast, sender
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in eWOM could stay in anonymous, thus reduced the credibility of the relationship
between both the sender and receiver. Huete-Alcocer (2017) further commented
that privacy in WOM between the sender and receiver is high while in eWOM,
information shared no longer is private and can be seen by anyone over the internet.
The speed and ease of access to information played a significant role to distinguish
both WOM and eWOM. In eWOM, information can be obtained more quickly
without the need to wait for the trusted source to offer an opinion. Besides that, it
can be used to validate the received WOM reviews. As WOM communication
occurs person to person, communication in eWOM is not bounded by time and
location restrictions (Erkan & Evan, 2016; Huete-Alcocer, 2017).
Although both WOM and eWOM are seemingly similar, and at the same time very
dissimilar. It is agreed that both are highly influential on consumer purchase
behaviours.
2.5 Purchase Intention
Intention to purchase has been verified in many diverse research situations by

researchers. As an example, Lim et al (2016) tested the purchase intention as
mediating role in online shopping behaviour; while Danieli (2016) research on
social media marketing system aiming to increase purchase intention. Besides that,
Chang, Dewanti, and Pratiwi (2016) look into the brand and purchase intention;
while Praharjo, Wilopo, and Kusumawati (2016) research on the impact of
electronic word of mouth on repurchase intention mediating by brand loyalty and
perceived risk.
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Purchase intention is expressed as consumer’s will to promise certain activity
related to future consumption or possibility of purchasing in the future (Kim & Ko,
2010). Balakrishnan et al (2014) further explained that purchase intention carries
several meanings which are the willingness to consider buying, an intention to buy
in the future, and the decision to repurchase. Beyond that, purchase intentions refer
to the degree of perceptual conviction of a customer to buy a product. Kim and Ko
(2010) mentioned that purchase intention is depending on several factors such as
cue that triggers consumer towards considering a product or a brand to be included
in their consideration set. Consumers will undergo a process of recognising the
intended product to purchase, then will further research and analyse the product
before commit to buy it (Lim et al, 2016).
Erkan (2014) argued that information quality, information credibility, and

information usefulness are the several factors influencing consumers’ purchase
intentions. He concluded that higher quality reviews led to having stronger purchase
intentions; while the positive relationship was observed between credible
information towards purchase intentions. Furthermore, the usefulness of
information is significantly associated with purchase intentions. Although the
above-mentioned factors are influencing consumers’ purchase intention, Tariq,
Abbas, Abrar, and Iqbal (2017) pointed out that purchase intention is increased with
price and promotion, brand recognition, and as well the increased awareness with
the brand.
According to Ajzen (1991) in the Theory of Reasoned Action (TRA), individual’s

behavioural intention is affected by the perceived attitude toward the behaviour, and
the subjective norm, the perception of social pressures from the people surrounding
them. Hansen, Jensen, and Solgaard (2004) explained that TRA is concerned with
rational volitional and systematic behaviour because most behaviours are social
relevance and under volitional control and predictable from intention which the
individual has control.
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Ajzen (1991) explained that the attitude toward the behaviour describes the degree
to which a person has a positive or negative evaluation or appraisal of the behaviour
in question. While, the subjective norm is a function of a set of beliefs termed
normative beliefs that refers to the perceived social pressure to perform or not to
perform the behaviour (Ajzen, 1991; Yousafzai, Foxall, & Pallister, 2010). As
subjective norm describes the influence or the pressure of society on individuals.
Electronic word of mouth is a way of displaying the potential, current or future
comments either favourable or unfavourable regarding a product or brand online
(Cheng & Huang, 2013) that lead to purchase intentions.
Further strengthen the Theory of Reasoned Action, Theory of Planned Behaviour

(TPB) model posited better clarity that a person is assumed to perform certain
behaviour if the person has actual control over the behaviour (Lim et al, 2016).
Hence, when a person has favourable attitudes and subjective norm, it will lead to
an acceleration of purchase intentions of a product or service.
2.6 Previous Empirical Studies
Empirical studies are the scientific method of testing a hypothesis through the
collection and analysis of primary data that based on quantitative and qualitative
approaches. The importance of empirical research is necessary to prove beyond the
theory and abstract reasoning highlighted by researchers, academics, and scholars
(Better Thesis, n.d.; Ithaca College Library, n.d.).
Therefore, in this section, the research will highlight previous empirical studies
conducted by researchers to draw attention to the statistical associations between
variables (Better Thesis, n.d.).
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2.6.1 Social Media Marketing to Brand Loyalty
Devi and Menezes (2016) conducted a structured questionnaire with 281 active
social media users, and followed at least a brand on social media platforms. The
results of the study show that social media marketing campaigns formed positive
attitudes towards brand loyalty which is positively significant.
In 2015, Zheng, Cheung, Lee, and Liang (2015) conducted building brand loyalty
through user engagement in online brand communities in social networking sites
targeted 185 active Facebook users and collected the data through an online survey.
The outcome of the study shows that user engagement influenced brand loyalty both
directly and indirectly.
Erdoğmuş and Çiçek (2012) studied the impact of social media marketing on brand
loyalty in Turkey on customers who followed at least one brand on the social media.
Questionnaire was used to collect data from 338 people. The results of the study
shown that customers’ brand loyalty was positively affected by the social media
marketing offered by the brand.
2.6.2 Electronic Word of Mouth to Brand Loyalty
Severi et al (2014) conducted the effect of electronic word of mouth on brand equity
back in 2014. The study collected a total of 300 useful data via questionnaires in
one of the private university in Malaysia. The outcome of the study illustrated that
electronic word of mouth significantly impacted the brand loyalty in this specific
association.
Balakrishnan et al (2014) studied the impact of social media marketing medium

towards purchase intention and brand loyalty among generation Y in Malaysia. The
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test results were significant where electronic word of mouth has a positive impact
on brand loyalty. This study was conducted via the questionnaire with 200 students.
2.6.3 Social Media Marketing to Purchase Intention
Danieli in 2016 applied mixed method design to gather and analyse both qualitative
(email interview) and quantitative data (online survey) on the social media
marketing strategies towards the increase of consumers’ purchase intentions.
Through her finding, social media marketing is found to be influential upon
purchase intentions.
Mao, Sang, and Zhu (2014) studied the consumer purchase intention based on social
media marketing with a total 283 questionnaires taken back. From the analysis,
social media marketing positively influences the consumers’ purchase intention
2.6.4 Brand Loyalty to Purchase Intention
In 2015, Calvo-Porral and Lang (2015) conducted an online survey in Spain for
private labels which involved the association between brand loyalty and purchase
intention. A total of 362 valid response were used to analyse and there is a high
influence of brand loyalty towards consumers’ purchase intention.
Chang et al (2016) studied the success of Toto brand in grabbing purchase intention
in Indonesia. The researchers conducted 200 surveys and found that brand loyalty
has a significant impact on consumers’ purchase intention.
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2.6.5 Electronic Word of Mouth to Purchase Intention
Tariq et al (2017) analysed the impact of electronic word of mouth and brand
awareness on consumers’ purchase intention in Pakistan. The questionnaire was
used and collected 262 responses of mobile users. The correlation between the
electronic word of mouth and purchase intentions is significant and positively
correlate with each other’s.
Erkan and Evans (2016) conducted a survey of 384 university students who are
using social media website to investigate the influence of electronic word of mouth
in social media on consumers’ purchase intention. The outcome of the study shows
that electronic word of mouth positively affects consumers’ purchase intentions.
Jalilvand and Samiei (2012) from Iran conducted a study in 2012 through the survey
with 341 respondents who had experience within online communities. The study of
the impact of electronic word of mouth on brand image and purchase intention in
the automobile industry proven that electronic word of mouth is one of the most
effective factors in influencing consumers’ purchase intentions.
2.7 Theoretical Framework
2.7.1 Theory of Reasoned Action
The theory of reasoned action (TRA) is a well-known social psychological model

developed by Fishbein and Ajzen (1975). This model assumed individuals are
rational and systematically make use of information available for them. The
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individual will consider the implications of their actions before deciding to engage
or not engage in each behaviour (Hansen et al, 2004; Yousafzai et al, 2010).
Figure 1 Theory of Reasoned Action
Figure adopted from Octav-Ionut (2015)
According to TRA model (Figure 1), an individual’s behavioural intention is a

function of two determinants: a personal factor termed attitude toward the behaviour,
and a person’s perception of social pressures termed subjective norm, according to
Hansen et al (2004) and Yousafzai et al (2010). In other words, the behaviour intent
is deemed the most important determinant of a person’s behaviour.
The individual’s attitude towards behaviour includes evaluation of behavioural

outcomes, and behavioural beliefs. According to Li (2010), attitude is an individual
positive or negative emotional state about performing the target behaviour. In other
words, if the results of performing a behaviour are positive, the individual will have
positive attitude performing that behaviour. Likewise, if an individual believes that
the behaviour would lead to an undesirable result, the individual would have a
negative attitude towards it (Lezin, n.d.).
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While the subjective norm consists of normative beliefs, and motivation to comply.
Lezin argued that subjective norms are perceptions of the beliefs influenced by
people surrounding the individual. Subjective norm is a function of a set of beliefs
termed normative beliefs that refer to the perceived social pressure to perform or
not to perform the behaviour (Ajzen, 1991; Yousafzai et al, 2010). Thus, the
individual would question if the individuals or groups would approve the behaviour
or not. And it also depending on whether the individual would comply with the
other views or opinions. As subjective norm describes the influence of society on
individuals, eWOM is a way of displaying the subjective norm which it describes
the potential, current or future comments either favourable or unfavourable
regarding a product or brand online (Cheng & Huang, 2013).
The TRA is a general model and, as such, it does not specify the beliefs that are
operative for a behaviour (Yousafzai et al, 2010). TRA deal with prediction rather
than the outcome of behaviours as researchers are often interested in situations in
which the target behaviour is not completely under the individual’s control
Yousafzai et al, 2010; Hansen et al, 2004). Another word, TRA is uncappable to
predict the situation in which individuals have a low level of volitional control.
2.7.2 Theory of Planned Behaviour
According to Li (2010), Theory of Reasoned Action was applied to predict

individual behaviour in a voluntary situation, not in a compulsory situation. To
tackle the limitation of the TRA model, the theory of planned behaviour (TPB) was
introduced by Ajzen to deal with behaviours which people have incomplete
volitional control (Ajzen, 1991). In the extension of the theory, perceived
behavioural control was added as the third construct that influences behavioural
intentions and actual behaviours (Yousafzai et al, 2010) as in Figure 2.
Yousafzai et al (2010) explained that the consideration of control beliefs is about

the resources and opportunities possessed by the individual and the anticipated
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impediments towards performing the target behaviour. Cheng and Huang (2013),
Lim et al (2016) explained that when a person perceives that they have the ability,
resources, and opportunities to perform a certain behaviour, they will perceive
themselves as more in control and their behavioural intention will increase too.
However, Madden, Ellen, and Ajzen (1992) argued that perceived behavioural
control is motivated towards behaviour through behavioural intention. The
assumption believes that if the individual has little control over performing the
behaviour because lack of requisite resources, then the intentions to perform the
behaviour may be low even if the individual has favourable attitudes and/or
subjective norms.
Ajzen (1991) summarised that attitude and subjective norm which are more
favourable and with respect to a behaviour, there are two effects of perceived
behavioural control. First, perceived behavioural control is motivated to have an
indirect effect on behaviour through intentions. Second, perceived behavioural
control reflected the actual control and has a direct connection to the behaviour that
was not mediated by behavioural intentions (Madden et al, 1992).
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Figure 2 Theory of Planned Behaviour
Figure adopted from ASU (n.d.)
2.8 Conceptual Framework
In this study, the Theory of Planned Behaviour (TPB) proposed by Icek Ajzen in
1985 links beliefs and behaviour together to improve on the predictive power of the
theory of reasoned action including perceived behavioural control. The conceptual
framework seeks to find out the relationship between the independent variables and
as well the effect on the dependent variable which is the purchase intention.
Social media as the new frontier is the platform of two-way communication that
allows users to interact with each other online and share information and opinion.
It is not going away anytime soon, and businesses must get on to leverage the power
of social media or left behind. The Millennials are the technology savvy cohort that
seeking out the best brand options for themselves amid countless choices than
sticking to one brand only. Consumers have turned into social media to share their
personal experiences towards a product, service, and brand. And it results in
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affecting others positively or negatively towards the product, service, or the brand
after information posted on social media sites. Businesses increased brand related
interactions and marketing campaigns exposure through social media to gain
exclusive, positive, and increasing transparency towards the brand, product, or
services.
Brand loyalty is one of the attributes in brand equity describing the pattern of
consumer behaviour where consumers become committed to brands and lead to
purchase from the brand. Brand loyalty can bring in sales, profitability, increase or
maintain market shares. While brand loyalty consistently linked to repeat purchases
from the same brand over time. However, brand loyalty creation is not necessary a
post-purchase behaviour but previous experiences towards the brand that leads to
brand attachment.
Electronic word of mouth (eWOM) is using the internet as a platform compared to

traditional word of mouth through the statement either positive or negative made by
potential, actual or former customers about a product or company, which is made
available to a multitude of people and institutions (See-To & Ho, 2014).
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Figure 3 Conceptual Framework
2.9 Hypotheses Developments
In this section, there are five hypotheses to be presented based on each relationship
established developed through conceptual framework discussed in previous section.
2.9.1 Social Media Marketing and Brand Loyalty
Devi and Menezes (2016) pointed out in their study, the beneficiary campaigns on
social media are the most significant drivers of brand loyalty. Growing power in
consumers instead of brand marketers and deep understanding of consumer
perceptions of social media activities is crucial for engagement and trust of brand
(Smith, 2014). Kim and Ko (2010) further commented that understanding
consumers’ purchasing behaviour is important to a business to attract and retain its
customers.
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Consumers perceived that social media marketing is sincerer as it is trying to show
what the brand is about rather than controlling its image (Erdoğmuş & Çiçek, 2012).
Erdoğmuş and Çiçek (2012) elaborated that networking, conversation, and
community are amongst the factors helping firms to build brand loyalty via social
media with small campaigns that making connections and relationship with the
consumers in a very short time. The popularity of the social media platform and the
contents are important reasons consumers engaging with brand on social media
beyond the traditional methods as explained by Erdoğmuş and Çiçek (2012).
Effective campaigns on social media took the consideration of the benefits, values,
and advantages firms had offered to the consumers that will incrementally increase
the effect on brand loyalty through satisfaction (Erdoğmuş & Çiçek, 2012;
Balakrishnan et al, 2014). Balakrishnan et al (2014) stated that the consumers’
commitments and engagement to the social media results in additional attachment
to the brand which leads to positive word of mouth and purchase intention.
H1: Social media marketing will have significant positive influence on consumers’
brand loyalty.
2.9.2 Electronic Word of Mouth and Brand Loyalty
eWOM is like traditional word of mouth as how people interact (Hodza et al, 2012)
but eWOM is faster and far-reaching to multitude of people and it is perceived
trustworthy because it is originated from consumers who have no personal interests
in the product or the company (Balakrishnan et al, 2014; Hodza et al, 2012; Smith,
2014). Laroche, Habibi and Richard (2013) mentioned that enhancing the
relationships in the brand community should increase the brand trust which has a
positive effect on brand loyalty.
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Social media marketers using social media to communicate information about
products, while consumers post their product experience or review and as well
questions related to the product (Smith, 2014). The relationship enhanced when
sharing and dissemination of information will reduce the information asymmetry,
uncertainty and increase the brand’s predictability which resulting in trust
enhancement (Laroche et al, 2013). Balakrishnan et al (2014) stated that eWOM
can provide the opportunity to consumers to read about others opinion and
experiences as well as the contribution by themselves, it has positive impact on
brand satisfaction that will lead to brand loyalty. Laroche et al (2013) argued that
their research was consistent with other studies where participation in social virtual
communities positively influences the brand loyalty. Likewise, Kim, Sung and
Kang (2014) implied that the consumers’ intention to engaging with the brand
community to certain extent represented the satisfaction towards the brand.
H2: Electronic word of mouth will have significant positive influence on consumers’
brand loyalty.
2.9.3 Social Media Marketing and Purchase Intention
Social media as described in the earlier literature is a powerful component of

integrated marketing channel and alternative communication tools supporting the
existing relationship between marketers and consumers with interactions and
enrichments (Kaur, 2016; Kim & Ko, 2010; Smith, 2014). The encouragement of
social interactions among consumers on social media such as communities, reviews
or recommendations is likely to establish trust among themselves (Hajli, 2014).
Hajli (2014) stated that consumers’ socialisation through its communities on social
media is, directly and indirectly, generating social support that influencing trust
towards a product or brand. The exchange of information, feedback, and ratings on
social media platform overcome the barrier of insecurity and increase the trust of
the consumers and consequently lead to the willingness to purchase the product or
service (Hajli, 2014).
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H3: Social media marketing will have significant positive influence on consumers’
purchase intention.
2.9.4 Brand Loyalty and Purchase Intention
Smith (2014) stated that brand fan pages facilitated the relationship between
consumer and brand that leads to stronger purchase intention while Severi and Ling
(2013) stated that brand loyalty is important when evaluating a brand in values
because loyalty can generate profits. The meaning of cognitive loyalty would
describe when the consumers’ need to make a purchase decision, the first brand that
comes up in mind is the consumer first choice (Balakrishnan et al, 2014). Likewise,
it is applicable to purchase intention where the first brand comes up in the consumer
mind when thinking of a product or service. Because brand loyalty has the power
to influence consumer decision to purchase the product, service or brand and decline
to shift to other brands. Therefore, brand loyalty has the intention to influence
consumers in purchase intention.
H4: Brand loyalty will have significant positive influence on consumers’ purchase
intention.
2.9.5 Electronic Word of Mouth and Purchase Intention
Kaur (2016) argued that over the last few years, users have spent more time and
shared more information, thoughts, and opinions with each other easily over the
Internet. eWOM played a significant role not that, it has an impact on the co-
creation value, and because of that it has an impact upon purchasing intention
regardless the type of virtual communities’ consumers is in (Danieli, 2016;
Balakrishnan et al, 2014). eWOM generates a greater effect on purchase intentions
compared to advertisements because members of the communities are sharing their
knowledge or experiences that others viewed as unbiased and trustworthy
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information (Balakrishnan et al, 2014; Hodza et al, 2012; Smith, 2014). Therefore,
the hypothesis suggested eWOM will have the significant influence on consumers’
purchase intention.
H5: Electronic word of mouth will have significant positive influence on consumers’
purchase intention.
2.10 Summary
In this chapter, each of the variables for this research was reviewed to get a
comprehensive understanding of the secondary information. The social media
marketing, brand loyalty, and electronic word of mouth are the main independent
variables that are discussed together with purchase intention as the dependent
variable. Additional information such previous empirical studies did by researchers
were shared to prove beyond the theories and abstract reasonings. Through the
discussion of the theoretical framework, the conceptual framework was created.
The conceptual framework was designed in according to the research objectives and
questions direction in Chapter 1 in order hypotheses can be developed accordingly.
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CHAPTER 3
METHODOLOGY
3.1 Introduction
This chapter outline the methodology used in this research to collect the data for
later analysis through statistical software SPSS. Thus, this chapter will explain the
research designs, types of research methods, sampling criteria, the instruments used
to collect data for later analysis in statistical software and follow by type of
statistical testing to provide a better understanding for later analysis in the next
chapter.
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3.2 Research Design
A research is defined as a scientific process to validates and refines existing

knowledge and generates new knowledge (Cham, n.d.a). A research design is a blue
print or the framework that has been created to answers to the research questions.
Sahay (2016) emphasised that the planning and designing were the most important
in a research through Saunders’s research ‘onion’. Whereby, the outer layer forms
the root while middle layers are the building block of the research. The importance
also shared by Wilson (2014) that it helps to clarify the research designs, to
recognise which designs work best, and assist the researcher to identify and adapt
research designs accordingly.
Saunders, Lewis, and Thornhill (2012) through the research ‘onion’ claimed that
researchers need to address several aspects such as research philosophy, approaches,
methodological choice, research strategies, research methods, time horizon, and the
research techniques and procedures. The benefits of the research ‘onion’ create a
series of stages and the steps by which a methodological study can be described.
Which is coherent with the objectives and research questions of the research (Sahay,
2016).
Similarly, Wilson (2014) introduced the Honeycomb of Research Methodology

which shares the similarity to Saunders et al (2012) research ‘onion’. Wilson’s
research methodology counter other research models that do not always indicate the
link between each element. The Honeycomb of Research Methodology as well
recognised the fact that the thought process may not necessarily be linear all the
times.
There are two major ways of thinking in the research paradigm namely ontology,
and epistemology that create a holistic understanding of how knowledge is regarded,
and in what manner we are capable of seeing ourselves in relation to this knowledge
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(Patel, 2015; Saunders et al, 2012). Ontology is assumed relates to the nature of
reality and its characteristics (Boateng, n.d.; Saunders et al, 2012). In another way,
how the researcher perceives the world is (Patel, 2015). According to Saunders and
colleagues (2012), objectivism and subjectivism are the two aspects of ontology.
Whereby, objectivism portrays the position of the social entities exists in reality and
being independent external to those social actors. In another word, objectivism
implied that social phenomena are based on independent realities that are beyond
the grasp or control.
On contrary, subjectivism asserts that social phenomena are a result created through
the perceptions and conducts of the social actors (Saunders et al, 2012). Hence,
researchers conduct their study with the intention of understanding what is
happening and reporting these multiple realities (Boateng, n.d.; Creswell, 2007;
Saunders et al, 2012). Wilson further commented that subjectivism is linked to
interpretivism where researcher examines the motivation and social interactions of
the respondents.
Epistemology, on the other hand, construed what is considered the acceptable

knowledge in the field of study (Saunders et al, 2012; Wilson, 2014). Concisely,
the relationship between the researcher and what is known. In the positivist
approach to the study, the researcher is independent of the research. Which means
that researcher is objective and is detached from those involved in the study (Wilson,
2014). The research strategy would involve testing and confirm the developed
hypotheses. According to Saunders and colleagues (2012), only phenomena that
positivist can observe, or measure will produce credible data (Boateng, n.d.). That’s
mean, in carrying out the research, the approach used would be a deductive
approach. Whereby, observations are quantifiable compared to qualitative and the
finding is applicable to the whole population (Wilson, 2014).
In contrast, interpretivist has different views from positivist. Unlike positivist which
generalise their subject, interpretivist goes in-depth into their research subject with
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high levels of interaction and participation (Wilson, 2014). According to Saunders,
Lewis, and Thornhill (2012), interpretivist needs to understand the differences
between the subjects, and continuously interpreting the social world around them
that lead to adjustment of their own meaning and actions. Similarly, Boateng (n.d.)
commented that knowledge is established through the meanings attached to the
studied phenomena. In another word, the researcher is not interdependent with the
research subjects. Thus, the research is based on inductive approached that.
Zikmund, Babin, Carr, and Griffin (2010) explained that besides classifying
research on the basis of technique, classifying the research by purpose show how
the nature of a decision would influence the research methodology. They further
argued that matching a certain decision circumstances with the right form of
research is imperative in getting valuable outcomes. There are three types of
research classified as exploratory, descriptive, and causal.
Exploratory research is the first step of a research where often used as a guide and
further refine the requirements for subsequent research efforts (Zikmund et al,
2010). Sekaran (2003) argued similarly that exploratory research is required when
the researcher has no information how the research issues have been solved in the
past or limited known facts available, therefore needed more information to develop
a viable theoretical framework. Typically, the exploratory research is an
unstructured approach with the flexibility to adapt to changes as needed (Saunders
et al, 2012). Saunders and colleagues (2012) further argued that researcher
undertaking exploratory research must be willing to change the direction as of when
new data and insights made available.
Descriptive research is often undertaken to ascertain and able to describe the

characteristics of the research variables in a situation (Saunders et al, 2012; Sekaran,
2003; Zikmund et al, 2010). The descriptive research is contrary to exploratory
research, where researcher conducted the research after gaining a firm
understanding of the studied situation. Sekaran (2003) listed that descriptive
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research helps to understand the characteristics of the variables in the given
situation, to have a systematic mindset about aspects in given situation. Further to
that, Sekaran (2003) also commented descriptive research offer ideas for further
probing and research. And it also helps to make certain simple decisions.
The causal research involved hypotheses testing that required to explain the nature
of certain relationships. In other words, causal research wants to identify the cause
and effect relationship whereby the effect is the outcome of the research (Zikmund
et al, 2010). It is also undertaken to explain the variance in the dependent variable
or to predict organisational outcomes (Saunders et al, 2012; Sekaran, 2003).
Zikmund and colleagues (2010) expressed that exploratory research is the
foundation for descriptive research while it establishes the basis for causal research.
In this research, the research will adopt the positivist stance where it will apply the
objectivism from the ontology perspective. This also aligned with the epistemology
perspective that the research is done through structured data collection via
questionnaire and analyse via statistical software.
3.3 Research Approach
After the understanding of the philosophies or theories, the research raises the
important question on the research approach. According to the research ‘onion’, this
layer will further discuss the reasoning of deductive and inductive.
Deductive reasoning occurs when it commences with and applies a known theory
rather than endeavouring to create a new theory (Boateng, n.d.; Saunders et al, 2012;
Wilson, 2014). In another word, deduction comprises the development of theory
into hypotheses that go through series of rigorous testing. Therefore, there is a
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causal relationship between concepts and variables that researchers keen to seek for
explanations. Wilson (2014) elaborates where theory and hypotheses come first in
the research and will continue to influence the rest of the research process. Most of
the time, the deductive approach in research is often related with the quantitative
type of research. Hence, there is a necessity to select a sufficient sample size to take
a broad view of the deductions through statistical analysis and a confirmation of the
original theories (Trochim, 2006a). Therefore, it is a highly structured approach
(Gill & Johnson, 2010; Saunders et al, 2012; Wilson, 2014).
On the opposite spectrum, the inductive approach works differently from the
deductive approach. Inductive reasoning is undergoing a theory building process
that begins with observations and to establish a theory through the generality of the
phenomenon (Wilson, 2014). According to Saunders and colleagues (2012),
inductive approach is particularly concerned with the context in which such events
were taken place where only small sample size will be studied. Therefore, it is often
associated with qualitative research. This would allow flexible structure approach
to permitting changes of research emphasis as the research progresses (Wilson,
2014).
From a different perspective, Sekaran (2003) described similarly to the research

approach as hypotheses testing and descriptive study. Sekaran (2003) commented
that hypotheses testing are usually testing the relationships or establish the
differences among the factors in a circumstance that explain the variance in
dependent variable or anticipating the organisational outcomes. While descriptive
study is to ascertain and can describe the characteristics of the variable in the
situation. The descriptive study allows the researcher to understand the
characteristics of the subject in each situation, to further probe and research.
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3.4 Research Methodological Choices
Zikmund et al (2010) explained that the right approach needs to match to the right
research context. And Zikmund and colleagues (2010) further commented that
qualitative research can achieve research objectives that quantitative research
cannot and vice versa. Saunders et al (2012), and Wilson (2014) agreed that
qualitative and quantitative methods do not necessarily have to be exclusively used
in research as many business and management research designs are likely merging
both qualitative and quantitative methods.
Quantitative research often associated to positivism. However, Saunders and

colleagues (2012) argued that quantitative research methodology can be used with
other paradigms such as realism and pragmatism. The quantitative approach would
draw a large sample from the population to measure the subjects that involved
numerical measurement and construct sweeping statement regarding the population
as an entire through statistical analysis (Zikmund et al, 2010; Wilson, 2014). Unlike
qualitative research, quantitative approach is often associated with the deductive
approach but may also incorporate with inductive approach when developing the
theory (Saunders et al, 2012; Wilson, 2014).
As mentioned before, the characteristic of quantitative research is a highly

structured approach where analysis is the statistical and involved analysis of the
results following the theoretical applications (Saunders et al, 2012; Wilson, 2014).
Saunders et al (2012) elaborated that in quantitative research, survey research
strategy is widely applying the usage of questionnaires or structured interviews.
Due to the application of theory which has been used by previous studies, the results
of the study are comparable with the current studies (Wilson, 2014).
According to Zikmund et al (2010), qualitative research has interest in the qualities

rather than quantities. In another word, a research that addressed research aims
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through discovering true inner meaning and new acumens without reliant on
mathematical measurements. As commented by Saunders et al (2012), qualitative
research is highly correlated with interpretivism philosophy and it is used within
realism and pragmatism paradigms.
As established in this chapter, qualitative research is widely associated with the

inductive study (Creswell, 2007; Saunders et al, 2012; Wilson, 2014). However,
quantitative research is used as well on deductive approach when testing existing
theories (Saunders et al, 2012). Data collection often is not structured and practiced
free-form. The qualitative researchers tend to get closers to the subjects’ perspective
through a thorough interview and observation to establish patterns or themes
(Creswell, 2007; Saunders et al, 2012; Wilson, 2014; Zikmund et al, 2010). Through
the interpretation of the observations and interviews, new theories are proposed that
illustrate the findings.
In research design, it is often seen that researchers applied multiple methods to

answer the research objectives. In research philosophy of realism, realist may have
applied quantitative analysis for data analysis and followed by qualitative research
to explore perceptions. Similarly, for pragmatism, pragmatist valued both
quantitative and qualitative research and the exact choice will be reliant on the
nature of the research (Saunders et al, 2012). According to Wilson (2014), it is
arguable that in the simplistic view, combining the quantitative and qualitative
research are so-called mixed methods as when research involved different
paradigms. However, Wilson (2014) further argued that quantitative and qualitative
research are not combined but work in multiple levels fitting into the context as
multi-strategy. In other words, a researcher would use methods that fit best for the
study rather than fitting into any paradigm.
Saunders and colleagues (2012) branch out multiple methods into both multimethod
and mixed methods. In multimethod research, the research analysis is independent
and do not mixed between quantitative and qualitative research. A research that
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collects quantitative data using questionnaires and structured observations for an
example, the researcher would only use the quantitative statistical process to
analyse the data. Likewise, for qualitative data collection, the data would be studied
with qualitative measures. As opposed to multimethod, mixed methods combined
both quantitative and qualitative research in the research design. A study would
have combined variety of ways from simple, convergent forms to complex, fully
integrated forms that involved a number of dimensions of mixed methods research.
While in this study, the approached applied is quantitative research which related
to positivism philosophy and applying the deductive approach. Therefore, this study
is considered structural approach whereby collected data will be analysed
statistically with statistical analysis software. And to find answers in answering the
research aims based on the theoretical application.
3.5 Population and Sampling
A population is referred to the entire group that not limited to people, events, or
things that share some common set of characteristics the researcher wishes to study
(Greener, 2008; Sekaran, 2003; Zikmund et al, 2010). In other words, it referred as
the complete set of data which a sample is taken (Saunders et al, 2012). The idea of
studying every element in the population is possible and known as census (Greener,
2008; Saunders et al, 2012; Zikmund et al, 2010). However, to draw some
conclusion out from the population is impractical due to high cost, time constraint,
and sampling data are sufficient for decision making (Cham, n.d.b). In the interest
of the research, the target population is defined and identified at the beginning of
the study. In this research, the sampling frame is not available as the target
population is targeted any residents staying and living in Malaysia where it is
unlikely available to obtain the list of resident’s names due to confidentiality.
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The sample is referred as a subset of the target population where the data collected
from this subset is possible to generate findings to generalise the entire population
(Greener, 2008; Saunders, Lewis, and Thornhill, 2012; Sekaran, 2003; Zikmund et
al, 2010). As mentioned before, census study is extremely high cost and time
constraint, sampling on the other way is faster and cheaper to conduct the survey.
The accuracy of sampling lies on the factors of sample size such as bigger sample
size to reduce error and the quality of the survey’s methods (Saunders et al, 2012).
Zikmund and colleagues (2010) argued that sample on occasion can be more
accurate than a census due to the interviewer mistakes on such high workloads.
Sampling strategy is categorised into two probability sampling techniques and

nonprobability sampling techniques. According to Zikmund et al (2010), in
probability sampling technique, every subject of the population is a known and has
an equal probability of being selected. Sekaran (2003) further commented that the
representative of the sample is important in the interests of wider generalisability.
On nonprobability sampling, the probability of each subject being selected is
unknown (Saunders et al, 2012; Sekaran, 2003), and rely on the researchers’
personal judgement (Zikmund et al, 2010).
In probability sampling, there are four techniques can be used to obtain a

representative sample. Simple random, systematic sampling, stratified sampling,
and cluster sampling are the techniques in probability sampling. These techniques
are useful when sampling frame is available (Saunders et al, 2012). In
nonprobability sampling, similarly, there are four techniques to obtain a sample.
There is the convenience sampling, judgmental sampling, quota sampling and
snowball sampling.
The selection for this study is on nonprobability sampling technique. The applied
sampling method is convenience sampling. Convenience sampling is widely used,
and it is as well easily to obtain compared to other methods (Saunders et al, 2012).
Zikmund and colleagues (2010) echoed that convenience sampling is effective in
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obtaining a large number of data quickly and economically. On the target population,
this study will be focusing on respondents from Malaysia where subjects have
access to the social media platform.
3.6 Sampling Size
In any research study, the consideration of study the entire population is an

exhaustive of time, money, and manpower. Hence, sampling method would
consider only a subset of the entire population available. Saunders and colleagues
(2012) discussed that the larger the sample size, the lower the error when
generalising the population. However, the sample size is dictated by the confidence
level, margin of error that can be tolerated in the study, type of statistical analyses,
and the total population size. In the majority of social science studies, researchers
are content to estimate the population’s characteristics at 95% confidence to
between 3 ~ 5% of margin error.
Saunders et al argued that useful rule of thumb of minimum 30 sample sizes for
each category within the sample. While Hair, Black, Babin, and Anderson (2010)
suggested a ratio of 5:1, which consist of 5 observations are made for each
independent variable. However, Hair et al (2010) commented that the desirable
level is between 15 to 20 observations for each independent variable.
Hence, in this study, based on Saunders, Lewis, and Thornhill (2012) requirement,
a minimum of 150 sample sizes are needed for the 3 independent variables. While
following Hair et al (2010) rules of thumb, a minimum of 100 sample sizes when
considering 5 or fewer constructs.
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3.7 Data Collection Methods / Instruments
There is two type of data uses in research which known as primary and secondary
data (Saunders et al, 2012). In order to answer the research questions for this study,
data are collected through the primary source which is the personally administered
questionnaire. There are several factors in favour of primary data over the secondary
data in this study. Saunders and colleagues (2012) explained that the collected data
may not match the purpose of this study and deem inappropriate to the research
questions. The access to the data may be difficult due to data is available for
commercial reasons and expensive. Although there are many secondary data
available from reliable sources, however, there is not any real control over the data
quality and how the initial purposes manipulate data.
The questionnaire is widely used to collect data from the survey strategy (Saunders
et al, 2012). Saunders (2012) further commented that everyone is given to the same
set of questions and provides an efficient way to collect response from a large
sample for quantitative analysis. According to Sekaran (2003), the questionnaire is
a preformulated set of questions to which respondents’ answers within closely
defined alternatives.
In this study, personally administered questionnaire method is applied. One of the

benefits where there is an opportunity to introduce the research topic and motivates
the respondents to offer their frank answers (Sekaran, 2003). At the same time, it is
less time consuming, less expensive, and does not require any skills to collect data.
The structured questionnaire is designed and created by the Google Forms online
platform (Google, n.d.). Google Forms is an internet-mediated or known as web-
based questionnaires that are widely accessible through internet connectivity on
various devices such as on computers or tablets/smartphone.
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The structured of the questionnaire is thoughtful design with the following layout.
Section 1: Brief introduction the purpose to conduct the survey is for research
purposes. Section 2: The questions were focused on demographic, social media,
and brand consciousness which will lead the respondent to the next section. In
Section 3, questions were focusing on the construct measurements for social media
marketing, brand loyalty, electronic word of mouth, and purchase intention. A total
of 25 questions were created for this study.
According to Saunders, Lewis, and Thornhill (2012), choosing the time horizon is
important when conducting a research. There are two types of time horizon which
are cross-sectional and longitudinal studies. Sekaran (2003) and Saunders et al
(2012) argued that taking a snapshot is to study the phenomenon over the constraint
time in order to answer the research question. Contrary, longitudinal studies
involved a longer period and with the capacity to study change and development
(Saunders et al, 2012). According to Sekaran (2003), data is collected at more than
one point in time, therefore the study is not cross-sectional anymore. In this study,
the approach applied cross-sectional studies for a period to complete the entire
research due to limited time availability.
3.7.1 Pilot Study
Prior to the actual survey, a pilot test was conducted to validate the questions. The
questionnaires were designed and asked in the simplest way possible to prevent
confusions. The questions were reviewed by the expert in this area and went through
several rounds of adjustment to seek better clarity and avoiding misinterpretation
of the questions. Due to the questionnaires were not targeting on specific brand or
product, a context was established to guide respondents towards the objectives of
the survey.
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After the first round of validation, the questions were distributed to a group of
friends from various professional backgrounds. The purpose of doing so was to
ensure respondents able to understand the questions and provide the perceived
answers in higher accuracy. Confusing terms and questions were identified and
improved for better understanding. Furthermore, new questions were introduced as
a guide to guide respondents to the next sections. The improved questions were
tested again with a different group of friends that has no direct or indirect
knowledge of the questions prior to the validation. The participants did not face any
problem when reading the questions. The questions were confirmed and created in
Google Forms for general survey purposes.
3.7.2 Construct Measurement
The questionnaire items were adapted based on numerous sources through literature
reviews. The following table comprised the questions where it was measured on a
5-point Likert scales ranging from strongly disagree to strongly agree.
Table 1 Construct measurements
Category Questions Source
SM1 Which of the following social media site do you

have an account with? (Check all that apply)
SM2 How often do you use social media? Savage, 2012
SM3 Are you brand conscious? Savage, 2012
Example of brands: Adidas, 100+, Starbucks,

Uniqlo, Petronas, AirAsia, Honda, etc.
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SMM1 There are many marketing campaigns Erdoğmuş &
(advertisements, videos, images, posts, reviews, Çiçek, 2012
etc.) by the brand on social media site.
SMM2 The brand regularly updates its contents (posts, Danieli, 2016
pictures, videos, etc.).
SMM3 The contents (posts, pictures, videos, reviews, etc.) Erdoğmuş &
are relevant to me. Çiçek, 2012
SMM4 The contents (posts, pictures, videos, reviews, etc.) Erdoğmuş &
are popular among friends or others. Çiçek, 2012
SMM5 The brand uses applications (mobile apps) and Erdoğmuş &
different platform (social media, website, email, Çiçek, 2012
SMS, telephone, etc.) in promoting their products
and services.
BL1 When I need to buy a product/service, my first Yuan, 2015

thought is this brand.
BL2 I feel secure when I buy this brand because I know Shieh & Lai,
that this brand will never let me down. 2017
BL3 I am willing to spend more time and to pay more if Saritas &
I am satisfied with this brand. Penez, 2017
BL4 I feel loyal to the brand because they regularly Marketest, n.d.
offer rewards (discounts, free gifts, etc.) to engage
with me.
BL5 I have positive feelings about my favourite brand Jeng, 2016

and therefore plan to remain a consumer of my
favourite brand.
EWM1 I often read online reviews (number of likes, Erkan &

shares, comments, ratings, etc.) on Evans, 2016
products/services from different brands, and I
think they are generally informative.
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EWM2 I think the online reviews (number of likes, shares, Erkan &
comments, ratings, etc.) are helpful for my Evans, 2016
decision making when I buy a product/service.
EWM3 Recommendations by friend make me feel Adroit Digital,

confident in buying the product/service. n.d.
EWM4 I will recommend the product/service to my Erkan &

friends or other consumers via social media. Evans, 2016
PI1 The probability that I will buy the product/service Tan, Ooi, &
is very high. Goh, 2017
PI2 I will buy the product/service next time when I Hsu, Chang, &
need it. Chuang, 2015
PI3 It is likely that I will continue buying a Hsu, Chang, &

product/service from the brand in the future. Chuang, 2015
3.7.3 Data Scale of Measurement
In this study, there are several measurement methods were applied in the
questionnaire to collect gather the respondents’ information. In the construct of
measurement sections, scaling is applied, and to be specific which is the Likert scale.
According to McLeod (2008), the Likert scale is widely used to measure individual
attitudes. Thurstone (1928) argued that distribution of attitudes of the sample on a
specific topic may be represented in the form of the frequency distribution. Which
means the entire range of opinions from one end who are most strongly in favour
of the topic to the other end of the scale who are strongly against it. Likert scale was
developed on the principle to collect respondents input to a series of statements on
a topic in the extent to which they agree with them (McLeod, 2008). McLeod argued
that the quantitative data collected can be analysed with relative ease compared to
simple yes/no answers.
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While on the other part of the questionnaire, the focus on demography information
applied nominal, ordinal, and ratio scales to collect respondents’ demographic
information such as age, gender, education level, and employment status.
3.8 Variables
A variable can be explained as an entity which has the characteristics to change and
can take on different values (Mustafa, 2015; Trochim, 2006b). An independent
variable is defined as the variable that is changed in the experiment to test the effects
on the dependent variable (Helmenstine, 2017). In another word, other measured
variables have no effect on the tested variable. In this research, there are three
independent variables Social Media Marketing, Brand Loyalty, and Electronic
Word of Mouth used to carry out the independent experiment on its relationship
with the dependent variable. On the other hand, the dependent variable is the
variable being measured where any changes on the independent variable will affect
the character of the dependent variable (Helmenstine, 2017). Purchase intention is
the dependent variable used in this study to capture its effect based on the three
changes in independent variables. There is a mediating variable in this study where
it is caused by the independent variable and itself a cause to the dependent variable
(Mustafe, 2015). The Brand Loyalty is the mediating variable for both Social Media
Marketing, and Electronic Word of Mouth towards the Purchase Intention in this
study.
3.9 Reliability Testing
Reliability referred to the degree which indicates consistent measurements (Hair et

al, 2010; Leech, Barrett & Morgan, 2015; Sweet & Martin, 2012). Reliability testing
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or measurement as according to Sekaran (2003), to indicate the extent to which it is
without bias and consistently measured across time and at any different point in
time. In other words, it is to ensure the responses do not vary across time periods so
that any measurement at any point in time is reliable (Hair et al, 2010).
According to Sekaran (2003), and Hair et al (2010), the most popular interitem
consistency reliability test is Cronbach’s coefficient alpha. Cronbach’s alpha is
famous to test multipoint-scaled items with the higher the coefficients, the better
the reliability. Alpha is widely used when the questionnaires involved several
Likert-type items which summed to make a composite score (Leech et al, 2015).
According to Leech and colleagues (2015), alpha referred to the average correlation
of each item in the scale with others. The reliability coefficient of 0.70 and higher
is considered acceptable in the social science research (Hair et al, 2010; UCLA,
n.d.). According to Andale (2014a), alpha is sensitive to the number of items in a
test. Andale (2014a) argued that if the alpha value is high, it may indicate there are
redundant questions. Similarly, a low value of alpha might suggest insufficient
questions on the test.
Table 2: Cronbach's Alpha Coefficient Range
Alpha Coefficient Range Indication
0.0 – 0.6 Poor
0.6 – 0.7 Moderate
0.7 – 0.8 Good
0.8 – 0.9 Very Good
0.9 – 1.0 Excellent
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3.10 Statistical Testing
The objective of statistics is to test the hypothesis. It is a method for the researcher
to test the results of the survey to see if the results are meaningful or not. According
to Andale (2017c), hypothesis testing is to determine the results of the experiment
or survey could have happened by chance.
3.10.1 Linear Regression
Linear regression analysis is a model that testing the relationship between two
variables. In other words, linear regression analysis is an attempt to explain that the
increase of independent variable is associated with a consistent and constant
increase or decrease in the dependent variable (Sweet & Martin, 2012).
3.10.2 Multiple Regression Analysis
Multiple regression analysis is useful in testing the relationship between the sets of
variables. It involved multiple predictors “x” compared to the simple linear
regression that uses single predictor for each dependent “y” variable (Andale,
2014b). In other words, simple linear regression usually is not enough to account
all the factors that influence an outcome. And in this study, the independent
variables Social Media Marketing, Brand Loyalty, and Electronic Word of Mouth
are tested against the dependent variable’s Purchase Intention. Hence it is useful to
test it with multiple regression analysis.
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3.10.3 Mediation Effect Analysis
Mediation effect analysis is a test that involved mediating variable. On a direct

effect relationship, independent variable has direct influence over the dependent
variable. However, mediation effect is mediated by a mediator that intervening the
direct relationship between the independent variable and dependent variable. In
other words, independent variable no longer affects dependent variable after the
mediator has been in controlled (StatisticsSolutions, n.d.). PROCESS macro is used
in this study to analyse the mediation effect in SPSS and written by Hayes (Hayes,
2016). In the PROCESS macro, Model 4 will be applied for the analysis due to the
relationship between independent variable to mediating variable, and to the
dependent variable.
3.11 Summary
In this chapter overall described the methodology applied to conduct the research
and how data are collected for analysis in Chapter 4. The research design applied
Saunders’s research ‘onion’ where every layer is discussed to recognise the best
design to adapt for this study. Research paradigm namely ontology and
epistemology described how knowledge is regarded and the relation to the
knowledge. In this study, positivist philosophies approach was applied with
deductive research approach. On the research methodological choices, the
quantitative method was applied where the survey is incorporated to collect sample
data from the large population. This chapter discussed as well on the construct
measurements and its reliability testing to ensure the consistent measurements. The
statistical analysis methods were discussed as well to incorporate for later analysis
in Chapter 4.
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CHAPTER 4
RESULTS
4.1 Introduction
This chapter outline the collected data from survey and analyses are done via
statistical software SPSS. The methodology used in this research to collect the data
for later analysis through statistical software SPSS to analyse the results against the
hypotheses set earlier. A total of 201 set of data were collected for this survey. 1 set
of the data was incomplete and were discarded.
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4.2 Respondent Demographics
From the 200 sets of data, there are 2 respondents decided to be anonymous on their
gender. On the 198 sets of data, the representation of the respondents’ demographic
profiles is tabulated in Table 3 as an overview.
Table 3: Respondents Demographic Information
Respondent, N = 200
Variable Category Frequency Valid Percent Cumulative Percent
Gender Male 88 44.4 44.4
Female 110 55.6 100
No response 2 0 0
Age Below 20 1 0.5 0.5
20 - 29 61 30.5 31
30 - 39 93 46.5 77.5
40 - 49 22 11 88.5
50 and above 23 11.5 100
Occupation Public sector 12 6 6
Private sector 133 66.5 72.5
Self-employed 29 14.5 87
Student 10 5 92
Retired / homemaker 16 8 100
Internet Use 1 - 5 years 5 2.5 2.5
6 - 10 years 25 12.5 15
11 - 15 years 55 27.5 42.5
16 years and above 115 57.5 100
Social Media Use All the time 170 85 85
4 - 5 times a week 15 7.5 92.5
1 - 2 times a week 9 4.5 97
A few times a month 6 3 100
Based on Figure 4, a total of 88 male responded to this survey and represented a

valid of 44.4% of the total. There are 110 female respondents participated in this
survey with a valid of 55.6% represented the largest group.
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Figure 4: Gender Demographic Information
Gender
Male, 88
Female, 110
Figure 5 provides an overview of the age group demographic information of the

collected samples. The largest representation is those within the age of 30 to 39
which accounted 46%, almost half of the sample size. Then follow by the generation
of 20 to 29 at 30%. Both the groups aged 40 to 49, and 50 and above accounted for
23%. Interestingly, the sample below the age of 20 cumulated less than 1%.
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Figure 5: Age Demographic Information
Age Groups
Below 20
1%
40 - 49
11%
50 and above
12% 30 - 39
46%
20 - 29
30%
From Figure 6, the occupation variable shows that over 133 respondents are
working in the private sector, while only 12 respondents from the public sector. The
self-employed group represented the second largest occupation at 29 over 200
respondents. In the meantime, the retired/homemaker, and students accounted 16
and 10 each.
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Figure 6: Occupations Demographic Information
Based on the plot graph in Figure 7, more than 57% of the respondents had used
internet for 16 years and above since the introduction of the internet back then. On
the second placing are the respondents had used internet for 11 to 15 years. The
respondents below 10 years of internet utilisation accounted for 30 respondents only.
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Figure 7: Years of Internet Utilisation
Years of Internet Utilization

140
120 115
100
80
60 55
40
25
20
5
0
1 - 5 years 6 - 10 years 11 - 15 years 16 years and above
According to the sample collected and tabulated in Figure 8, Malaysian are actively
on social media platforms. This was proven that 170 respondents are active all the
time on social media platforms. Only a small number of 30 respondents used less
than 5 times a week.
Figure 8: Social Media Activeness
Social Media Activeness

180 170
160
140
120
100
80
60
40
15
20 9 6
0
All the time 4 - 5 times a week 1 - 2 times a week A few times a month
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4.3 Descriptive Analyses
Figure 9: Popular Social Media Platforms in Malaysia
Popular Social Media Platforms in Malaysia

200 120
181
180
Gender Distribution on Social Media Platforms
100
160
141
Soial Media Platform (Frequency)

140
80
120 110
105
91
100 60
80
54 56 40
60 74
67
40 24 48
43 42 20
17
9 12
20 23
5 4 6 6 3 14 9 15 15 39 32 48 62 61 73 105
0 0
Reddit Tumblr Weibo Snapchat Pinterest Twitter Google+ Instagram LinkedIn YouTube Facebook
Social Media Platforms
Male Female Total
From the above bar chart (Figure 9), social media platforms are very popular in
Malaysia. The chart shows that Facebook is the most popular social media platform
in Malaysia, followed by YouTube, LinkedIn, Instagram, and the others. Further,
analyse the chart, female respondents are the most active on social media platform.
Among the social media platform popularity, Facebook ranked the first on the
popularity list. And there is a huge gap between both female and male respondents.
The gap is significant on Facebook, followed by Instagram and Pinterest social
media platforms. While other platforms are well known but not popular among the
respondents in Malaysia.
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Figure 10: Active Age Groups on Social Media Platforms
Active Age Groups on Social Media Platforms

87
64
58
54 51
48
41 44 44
30 31
2426 21
16 17 15
107 99 11 1114
54 56 6 42 1 52 6
0 00 0 10 0 00 0 20 0 33 0 0 0 0 0
Below 20 20-29 30-39 40-49 50 & above
The popularity of social media platforms had played a significant role among the
respondents as in Figure 9. While in Figure 10, it shows which category of
respondents is the most active on social media platforms. The age group between
30 to 39 are the most active group on social media platforms, especially on
Facebook. It also followed closely by the 20 to 29 age group’s respondents. Those
who are aged between 40 and above did not imply that they are highly active on the
social media platforms.
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Figure 11: Brand Consciousness Among Gender
Brand Consciousness Among Gender
3
No
7
42
Not Really
25
65
Yes
56
Female Male
Based on Figure 11, brand consciousness is very high among the respondent group.
This indicates that they do have several brands that they preferred. No doubt the
female is the highest respondent group in this survey, and they are highly brand
conscious where they do have few brands they love. While the second group of
respondents buy what they like or needed and did not particularly focus on the few
brands only. Only a very small group of respondents do not care about brands
consciousness.
4.4 Reliability Analysis
Reliability referred to the degree which indicates consistent measurements (Hair et

al, 2010; Leech et al, 2015; Sweet & Martin, 2012). Reliability testing or
measurement as according to Sekaran (2003), to indicate the extent to which it is
without bias and consistently measured across time and at any different point in
time. According to Leech and colleagues (2015), alpha referred to the average
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correlation of each item in the scale with others. The reliability coefficient of 0.70
and higher is considered acceptable in the social science research (Hair et al, 2010;
UCLA, n.d.).
From Table 4, the reliability test was conducted on each of the components for its
consistency. The result for Social Media Marketing (SMM) was 0.707 for 5
questions. While Brand Loyalty was reliable at 0.794 with 5 questions as well.
eWOM achieved 0.744 for 4 questions and lastly, Purchase Intention achieved
0.832 with 3 questions. From the results, only Purchase Intention component
exceeded the Good range, between 0.7 to 0.8 and achieved a Very Good rating. The
other components satisfied the Cronbach’s Alpha reliability test at the Good range.
As the alpha is sensitive to the number of items in a test, all the questions in each
component did not face the issues of redundant questions or insufficient questions.
Table 4: Reliability Analysis
Component Questions Cronbach’s Alpha

Social Media SMM1, SMM2, SMM3, SMM4, 0.707
Marketing SMM5
Brand Loyalty BL1, BL2, BL3, BL4, BL5 0.796
EWM EWM1, EWM2, EWM3, EWM4 0.744
PI PI1, PI2, PI3 0.832
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4.5 Linear Regression Analysis
Simple regression method was applied to examine H3, H4, and H5 hypotheses
towards the dependent variable which is purchase intention from social media
marketing, brand loyalty, and eWOM.
Table 5: Model Summary (H3)
Model Summary
Adjusted R Std. Error of the

Model R R Square Square Estimate
1 .363a .132 .128 .70221
a. Predictors: (Constant), SMM_5
The R value represents the simple correlation and is 0.363. The R2 value indicates
how much of the total variation in the dependent variable, Purchase Intention, can
be explained by the independent variable, Social Media Marketing. In this case,
13.2% can be explained. And 86.8% of the total variation in the dependent variable
will be addressed by other variables and unknown factors.
Table 6: ANOVA (H3)
ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 14.862 1 14.862 30.140 .000b
Residual 97.633 198 .493
Total 112.495 199
a. Dependent Variable: PurchaseIntention

b. Predictors: (Constant), SMM_5
The ANOVA table explained the linear regression model with F (1, 198) = 30.14
and is significant with p-value < 0.001. This indicates that the predictor significantly
predicts the purchase intention.
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Table 7: Coefficients (H3)
Coefficientsa
Standardised
Unstandardised Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) 2.017 .319 6.328 .000
SMM_5 .464 .085 .363 5.490 .000
The unstandardised coefficient (B) for predicting purchase intention from social
media marketing variable is 0.464; the standardised coefficient (β) is 0.363; the
significance level (Sig.) is .000. This indicates that every one-percentage increase
in the social media marketing, there is a predicted increase in the purchase intention
of 2.481. From the Coefficients table, the T value of 5.49 (sig=0.000) shows that
social media marketing has a positive influence on purchase intentions at 99%
confidence level.
The general form of the equation to predict purchase intention from social media
marketing is
Purchase Intention = 2.017 + 0.464 Social Media Marketing
From the above equation, purchase intention (dependent variable) is equal to 2.017
when social media marketing is zero. Therefore, the dependent variable is expected
to increase by 0.464 units if one unit is increased in social media marketing. The
equation is as following
Purchase Intentions = 2.017 + 0.464(1) = 2.481
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Model Summary

1 .473a .224 .220 .66400
a. Predictors: (Constant), BrandLoyalty
The R value represents the simple correlation is 0.473. The R2 = 0.224 or 22.4% of
the total variation in the dependent variable, Purchase Intention, can be explained
by the independent variable, brand loyalty. While the remaining could be explained
by other factors.
Table 9: ANOVA (H4)
ANOVAa
1 Regression 25.199 1 25.199 57.154 .000b
Residual 87.296 198 .441
Total 112.495 199

b. Predictors: (Constant), BrandLoyalty
The ANOVA table shows that F (1, 198) = 57.154 is significant with p-value <
0001. This indicates that the brand loyalty significantly predicts purchase intention.
Coefficientsa
Standardised
1 (Constant) 1.841 .256 7.188 .000

BrandLoyalty .521 .069 .473 7.560 .000
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The unstandardised coefficient (B) for predicting purchase intention from brand
loyalty variable is 0.521; the standardised coefficient (β) is 0.473; the significance
level (Sig.) is .000. This indicates that every one-percentage increase in the social
media marketing, there is a predicted increase in the purchase intention of 2.362.
From the Coefficients table, the T value of 7.56 (sig=0.000) shows that brand
loyalty has a positive influence on purchase intentions at 99% confidence level.
The general form of the equation to predict purchase intention from brand loyalty
is
Purchase Intention = 1.841 + 0.521 Brand Loyalty
when brand loyalty is zero. Therefore, the dependent variable is expected to
increase by 0.521 units if one unit is increased in brand loyalty. The equation is as
following
Model Summary

1 .658a .433 .430 .56770
a. Predictors: (Constant), EWOM
The R value represents the simple correlation and is 0.658. The R2 value indicates
how much of the total variation in the dependent variable, Purchase Intention, can
be explained by the independent variable, eWOM. In this case, 43.3% can be
explained and the remaining can be explained by other factors.
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Table 12: ANOVA (H5)
ANOVAa
1 Regression 48.684 1 48.684 151.062 .000b
Residual 63.811 198 .322
Total 112.495 199

b. Predictors: (Constant), EWOM
The ANOVA table shows that F (1, 198) = 151.062 and is significant with p-value
< 0.001. This indicates that the predictor significantly predicts purchase intention.
Coefficientsa
Standardised
1 (Constant) 1.088 .220 4.951 .000
EWOM .700 .057 .658 12.291 .000
The unstandardised coefficient (B) for predicting purchase intention from brand
loyalty variable is 0.700; the standardised coefficient (β) is 0.658; the significance
level (Sig.) is .000. This indicates that every one-percentage increase in the social
media marketing, there is a predicted increase in the purchase intention of 1.788.
From the Coefficients table, the T value of 12.291 (sig=0.000) shows that eWOM
has a positive influence on purchase intentions at 99% confidence level.
The general form of the equation to predict purchase intention from eWOM is
Purchase Intention = 1.088 + 0.700 eWOM
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when eWOM is zero. Therefore, the dependent variable is expected to increase by
0.700 units if one unit is increased in eWOM. The equation is as following
All three hypotheses have significant impact on purchase intentions where it was
significant at p-value <0.001. In summary, H3, H4, and H5 were supported.
4.6 Multiple Regression Analysis
Multiple regression analysis was applied to examine H1 and H2 hypotheses which

influenced brand loyalty by social media marketing and eWOM.
Table 14: Model Summary (H1, H2)
Model Summary

1 .485a .236 .228 .60070
a. Predictors: (Constant), EWOM, SMM_5
The multiple correlation coefficients using all the predictors simultaneously is

0.485 (R2 = 0.24). The adjusted R2 is 0.228 indicates 23% of the variance in brand
loyalty can be predicted from eWOM, and social media marketing combined. While
the other 77% of the total variation in the dependent variable remains unexplained.
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Table 15: ANOVA (H1, H2)
ANOVAa
1 Regression 21.904 2 10.952 30.351 .000b
Residual 71.086 197 .361
Total 92.990 199
a. Dependent Variable: BrandLoyalty

b. Predictors: (Constant), EWOM, SMM_5
The ANOVA table checks if whether the overall regression model is a good fit for
the data. The multiple regression model with the two predictors produced F (2, 197)
= 30.351 and p-value is significant. This indicates that the combination of the
predictors significantly predicts brand loyalty.
Table 16: Coefficients (H1, H2)
Coefficientsa
Standardised
1 (Constant) 1.336 .303 4.403 .000
SMM_5 .336 .079 .289 4.265 .000
EWOM .282 .066 .292 4.298 .000
a. Dependent Variable: BrandLoyalty
The unstandardised coefficient (B) for predicting social media marketing and
eWOM from brand loyalty variable is 0.336, and 0.282; the standardised coefficient
(β) is 0.289, and 0.292; the significance level (Sig.) is .000. This indicates that every
one-percentage increase in the social media marketing, and eWOM, there is a
predicted increase in the brand loyalty of 1.788. From the Coefficients table, the T
values of 4.265 (sig=0.000) and 4.298 (sig=0.000) shows that the predictors have a
positive influence on brand loyalty at 99% confidence level.
The general form of the equation to predict brand loyalty from social media
marketing and eWOM is
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Brand Loyalty = 1.336 + 0.336 Social Media Marketing + 0.282 eWOM
From the above equation, brand loyalty (dependent variable) is equal to 1.336 when
social media marketing and eWOM are equal to zero. Therefore, the dependent
variables are expected to increase by 0.336 units if one unit is increased in social
media marketing, and 0.282 units if one unit is increased in eWOM. Hence, from
the equation, social media marketing is identified to contribute the most in
explaining the dependent variable, and followed by eWOM. The equation is as
following
Brand Loyalty = 1.336 + 0.336(1) + 0.282(1) = 1.954
In summary, H1 and H2 are accepted in this study.
4.7 Mediation Effect Analysis
For understanding the mediation effect, the Process macro was applied to estimate
direct and indirect effects with mediator involved. Model 4 was applied to
investigate the mediating variable brand loyalty mediating effects.
In summarise for testing mediation using bootstrapping in SPSS, path “a” from
social media marketing to brand loyalty, the effect is 0.470, significant at 99%
confidence level. While path “b” from brand loyalty to purchase intentions, it yields
0.429 and tests significant at 99% confidence level. The total effect of social media
marketing to purchase intention at path “c” is 0.464 and significant at 99%
confidence level. For path “c’”, the effect from social media marketing to purchase
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intention with brand loyalty as mediating variable is 0.262 and significant at 99%
confident level too.
There was a significant indirect effect of social media marketing on purchase

intention through brand loyalty, the path a and b = 0.202, bootstrapping confident
interval [0.098, 0.329]. The mediator could account for roughly half of the total
effect, Pm = 0.434.
Figure 12: Mediation Effect (1)
Brand loyalty
a=0.470** b=0.429**
Social media Purchase

marketing c’=0.262* intention
c=0.464**
Note: **p-value < 0.001, *p-value < 0.05
From the below Figure 13, in summarising for testing mediation using
bootstrapping in SPSS, path “a” from eWOM to brand loyalty, the effect is 0.393,
significant at 99% confidence level. While path “b” from brand loyalty to purchase
intentions, it yields 0.271 and tests significant at 99% confidence level. The total
effect of social media marketing to purchase intention at path “c” is 0.700 and
significant at 99% confidence level. For path “c’”, the effect from social media
marketing to purchase intention with brand loyalty as mediating variable is 0.593
and significant at 99% confident level too.
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There was a significant indirect effect of social media marketing on purchase
intention through brand loyalty, the path a and b = 0.107, bootstrapping confident
interval [0.043, 0.198]. The mediator could account Pm = 0.152 of the total effect.
Figure 13: Mediation Effect (2)
Brand loyalty
b=0.271
a=0.393*
**
*
Purchase
E-WOM c’=0.593** intention
c=0.700**
Note: **p-value < 0.001
4.8 Summary
This chapter presented the detailed interpretation of the quantitative analysis where
Figure 14 showing the Beta coefficients and the significant p-value that all the
hypotheses were tested significantly. Additionally, a mediation effect analysis was
conducted to analyse the independent variables acting as mediating variable in
influencing the purchase intention. Table 17 shows that all the hypotheses were
supported.
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Figure 14: Conceptual Framework
Table 17: Hypotheses Results
Hypothesis Results
H1: Social media marketing will have significant positive influence
Supported
on consumers’ brand loyalty.
H2: Electronic word of mouth will have significant positive
Supported
influence on consumers’ brand loyalty.
H3: Social media marketing will have significant positive influence
Supported
on consumers’ purchase intention.
H4: Brand loyalty will have significant positive influence on
Supported
H5: Electronic word of mouth will have significant positive
Supported
influence on consumers’ purchase intention.
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CHAPTER 5
DISCUSSIONS
5.1 Introduction
In this chapter, the findings from Chapter 4 will be discussed in in-depth. And
further understanding of the influence of social media marketing, brand loyalty, and
electronic word of mouth towards purchase intention in Malaysia.
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5.2 Findings through Descriptive Analysis
From the study conducted to find out how Malaysian reacts to social media
marketing, brand loyalty, and electronic word of mouth towards purchase intentions
has shown valuable insights of the Malaysian consumer’s mindset. The focus group
was targeted towards Malaysian consumers and survey was conducted over the
internet through various social media platforms since Malaysian ranked fifth
globally with the most active on social media (Kemp, 2017).
From the collected data, significant insights can be summarised on the overall
demographics and validated with information published by various parties. On the
age structure, between 20 to 39 years old are the highest frequency from the
respondent age groups. This is aligned with the average median age of 28.3 years
old for Malaysian (Uzir, 2017). This group is the most active users that used internet
for more than 11 years. In fact, those fall between 20 to 39 years old are the most
active users on social media platforms, and correlate with information shared by
Hamid (2016) where 63% of the social media addicts are below 35 years old. Based
on that, 170 respondents are active all the time on social media. While a handful of
respondents used social media occasionally. In other words, most of the respondents
constantly keep themselves updated via social media platforms and it can do easily
with smartphone devices at any time, and anywhere.
In Malaysia, there are several popular social media platforms where respondents
access it all the times. Facebook is ranked the first and most popular social media
platform with 181 respondents have accounts, and female respondents are highly
likely to have Facebook account than male respondents. Popular social media
platforms after Facebook are YouTube, LinkedIn, and Instagram. Video-based
social media platform such as YouTube are popular because of its video contents
that consumers able to create a short video and share their experiences of a product
or service, others can search for how-to videos before committing to a purchase.
LinkedIn as the professional social media platform is generally targeting the
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professionals. It is a platform where people making connections to seek professional
exposure, and new opportunities such as employment or business opportunity. Thus,
LinkedIn is a strategic social media platform catered to professionals.
Among the respondents, in general, they are brand conscious towards what they
preferred in buying product or service they preferred. 121 respondents indicated
they do have several preferred brands when come to purchase. This indicates that
the Malaysian consumers are very conscious towards the brand and they actively
check many sources for the product or service information online, other customers’
experiences, and so on before committing to the purchase. It also implied that
consumers who are satisfied with the brand will continue to buy the brand even
though to spend either more time and money. This is confirmed with 73% of the
respondents’ willingness to spend more time and money for the trusted brand.
Further to that, the brand trustworthiness is the other aspect consumers seek that the
brand will not let them down with the quality of the product or service.
The second group of the respondents which pursued to buy what they like or need
to be implied that they will buy a product or service regardless of price. There is
two type of consumers behaviours. The first type of consumers is loyal to a brand
that they do not switch brand easily. While the second type of consumers buying
what they need and disregards to brand.
5.3 Discussion of Major Findings
The objective of this study is to examine the factors that lead to purchase intention
in Malaysia. The factors were studied included the social media marketing, brand
loyalty, and electronic word of mouth.
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5.3.1 H1: Social media marketing will have significant positive influence on
consumers’ brand loyalty.
In this study, the relationship between social media marketing and consumers’
brand loyalty are positively associated. This means that the consumers’ brand
loyalty will be amplified with marketing efforts done on the social media platforms.
Normally, consumers are attracted to social media platforms by a common interest
or a need that’s often not related to brand or product. However, social media
marketers’ active engagements with the consumers with brand-related contents will
boost the interaction among the consumers over the social media platforms.
Effective campaigns on social media took the consideration of the benefits, values,
and advantages firms had offered to the consumers that will incrementally increase
the effect on brand loyalty through satisfaction (Balakrishnan et al, 2014; Erdoğmuş
& Çiçek, 2012). Balakrishnan et al (2014) stated that the consumers’ commitments
and engagement to the social media result in additional attachment to the brand
which leads to positive word of mouth and purchase intention.
5.3.2 H2: Electronic word of mouth will have significant positive influence on
consumers’ brand loyalty.
From the multiple regression analysis, the correlation between the electronic word
of mouth and consumers’ brand loyalty was tested. The outcome of the regression
analysis proven that electronic word of mouth is positively and significantly
influences on brand loyalty. Electronic word of mouth functioned as a newer form
of communication to widespread information to many consumers in a shorter time
and it is considered reliable, credible, and trustworthy since there are not any
commercial interests involved within the consumers. Laroche et al, (2013)
mentioned that enhancing the relationships in the brand community should increase
the brand trust which has a positive effect on brand loyalty. In other words, by
enhancing the relationship within the brand community will have a positive impact
on brand satisfaction, and eventually lead to brand loyalty (Laroche et. al, 2013).
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5.3.3 H3: Social media marketing will have significant positive influence on
Social media marketing was tested on its influence on consumers’ purchase

intention, and through the regression, it has a positive influence over consumers’
purchase intention. It’s also firm to mentioned that there are many marketing
activities being advertised on social media platforms. The form of social media
marketing is highly differentiated from the traditional marketing efforts. The social
media marketing is a form of social interactions among its communities that
socialisation through communities is directly or indirectly generating social support
that influencing trust towards a product or a brand. In fact, the exchange of
information, feedback, and ratings over the social media platforms overcome the
barrier of insecurity and increase trust towards the product or brand (Hajli, 2014).
Thus, with the positive appraisal of the behaviour, it increases the willingness to
intent to buy in the future or to repurchase the product or service.
5.3.4 H4: Brand loyalty will have significant positive influence on consumers’
purchase intention.
Through the regression analysis, brand loyalty has significant positive influence on
consumers’ purchase intention. Severi and Ling (2013), and Devi and Menezes
(2016) once argued that brand loyalty would bring in sales, market shares,
profitability, and helping business to grow and maintaining brands’ exclusiveness.
In other words, brand loyalty indeed helped businesses to influence consumer
behaviours in repurchasing or the intention to purchase the product or service. The
constant purchasing of one brand over time is a sign of brand loyalty that declining
the shift to competitors’ brands. This is supported by the survey where 62% of the
total respondents will think of their first brand in mind when considering buying
the product or service. Additionally, as discussed earlier it was proven that 73% of
the respondents’ willingness to spend more time and more money for their trusted
brands.
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5.3.5 H5: Electronic word of mouth will have significant positive influence on
Electronic word of mouth as in the regression analysis shown that it has a positive
influence over consumers’ purchase intention. The outcome was consistent where
the majority of the Malaysian spent a significant of time to retrieve and share
information, thoughts, and opinions over the internet every day. Electronic word of
mouth is widely accepted that it shapes consumers’ attitudes and behaviours
towards the brands, products, or services. Because electronic word of mouth is free
of commercial interests, it generates even greater effects on purchase intention
compared to the traditional advertisement. Consumers are free to share their
knowledge or experiences with others that viewed it as unbiased and trustworthy
information. When the consumers perceived that they acquired qualified
information, and convinced, it would affect the desired to purchase, and even
stronger when considering buying complex, durable, expensive, or critical product
or service (Nakayama et al, 2010).
5.3.6 Mediating Effects
A further analysis was conducted to test the mediation effect of brand loyalty on
purchase intention. The study of the mediating effect was important to better
understand the differences between direct and indirect effects on purchase
intentions. Brand loyalty played an important role as a mediating variable between
social media marketing, and electronic word of mouth and consumers’ purchase
intentions. Between the social media marketing and purchase intentions, brand
loyalty proved that it will signify and strengthen the effect of independent variable
social media marketing towards dependent variable purchase intention. Likewise,
between the electronic word of mouth and purchase intention, brand loyalty help to
further increase the brand trust and enhance the positive impact on consumers and
thus lead to purchase intentions behaviour.
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5.4 Implications
The development of social media marketing has changed how marketing strategies
works compared to the past. The shift of traditional marketing landscape towards
social media marketing has been recognised as the new marketing paradigm in this
internet technology era. Social media marketing is an interactive business platform
for businesses to communicate with consumers, and receiving insightful feedbacks
that help the businesses to improve the products or services. With Malaysia e-
commerce market continues to grow, the Malaysian consumers are hunger for more
new products categories, satisfaction that beyond the pricing such as brand loyalty,
ease of payment methods, express delivery for the products and so on. The constant
hunger for new products and services are driving the consumers to social media
platforms to seek for more information about the products, experiences from other
consumers, and promotions before committing to any purchases. Marketers should
take the opportunity to interact with consumers on social media platforms especially
Facebook which is popular among the Malaysian consumers. Businesses that in the
past are not reachable over the internet are now creating interactive Facebook pages
to increase brand awareness and to win the consumers brand’s allegiance.
Brand loyalty is the allegiance of the customer to the same brand rather than
changing to other brands. And it is a recurring action that consumer repeating
purchases the products and services from the same brand. The commitment of the
consumers’ repurchasing or continuing to support the brand are the factors
businesses able to retain them. Businesses that keeping the customers coming back
ultimately generating higher sales and profits through the continuous support of the
products and services. Marketing strategies might include customer loyalty
programs to reward loyal customers that keeps coming back. Customer loyalty
program not only rewarding the customers, but as well increase the engagement
between business and customers. A tier loyalty program distinguished how the
business would treat the customers differently. In the airline industry, customers
with platinum or gold card membership are treated specially with additional miles,
access to airport lounges, hassle free over the counter check-in, and some includes
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chauffer transportation from home to the airport. It’s not only a brand loyal to the
customers, but a prestige reputation for the few that in the top tier of the loyalty
program.
The evolvement of word of mouth to electronic word of mouth in the Internet era
has changed how people interact with each other and become the strong ground for
marketing strategies. The effectiveness of electronic word of mouth is reckoned that
message from a sender can be received by many receivers and virally share on the
social media platforms. Created discussions such as the post of a message on social
media platform, Facebook, has the potential to go viral and reaching members
around the world in a short time frame. Businesses must give their members on
social media platforms a reason to talk and interact. A reason that through a quality
of products, outstanding customer services, personal experiences and stories that
members would excited about it. The empowerment given to the members would
increase the discussions or opinion sharing within the community circles and
potentially outreach others as well. Thus, this would increase the trusts and
confidences to the business, and eventually lead to purchase or repurchase
intentions.
5.5 Limitations of Study
Throughout of this study, there are several limitations were observed and to be
acknowledged at. However, these limitations did not divert the significance of the
findings, and it shall take into consideration for future studies.
Due to the limitation of the timeframe available to complete the overall studies, the
quantitative method was applied in collecting the sample data. The period applied
to conduct the quantitative survey was limited to one and half month only, and it is
Page 87 of 108
not sufficient if to collect larger sample data as the overall survey was conducted
through the internet only.
From the overall collected samples, 200 respondents are insufficient to represent
the overall Malaysian consumer’s population. The sample representation did not
fairly represent the overall Malaysia’s demographics. Majority of the age group fall
between 20 - 29 and 30 - 39 years old. Those below 20 years old are not covered
especially the high school leavers and undergraduates in universities. And those
between 40 - 49 represented 11% of the total sample size and these group of
consumers has more disposable incomes.
The male and female ratio did not represent a fair comparison among the gender
group and it was difficult to distinguish which gender group is highly active on
social media platforms, and more brand consciousness when purchasing a product
or service.
Furthermore, the context of this study only examined a limited set of the variables
on direct and indirect effects toward consumers’ purchase intentions. Through the
regression analyses, each of the variables did not highly represent the overall
consumers’ purchase behaviours. Therefore, other variables are required to
strengthen the understanding of consumers’ purchase intention behaviours. Due to
the time limitation of this study, the cross effects of social media platforms as an
input to the electronic word of mouth was not researched in in-depth.
5.6 Recommendations for Future Research
Of from the limitations of this study, a set of recommendations are recommended

below as a consideration for future research.
Page 88 of 108
As times and resources were one of the critical factors limiting the study, future
research should apply a longer timeframe and allocate more resources to conduct
the study in Malaysia to obtain larger sample size to better represent the overall
consumer’s population in Malaysia. Further to that, the consideration of the sample
size should have fair coverage of different age groups as well, and fair male and
female ratio to obtain a better understanding of the conundrum on the variables
affecting the purchase intentions.
Future research should include more variables that able better understand its effects
on consumers’ purchase intentions. A variation of the research would be the
Technology Acceptance Model to predict the acceptance of computer-based
technology based on technology use and usefulness in understanding the Malaysian
consumer’s population purchasing behaviour through social media platforms.
Electronic word of mouth has gain significance interests as compared to traditional

word of mouth. In future research, therefore, could investigate the electronic word
of mouth on social media platforms, and comparing the different social media
platforms may bring in new insights especially targeting the Malaysian consumers.
Additionally, electronic word of mouth messages posted by senders could be tested
the differences between known and anonymous and its effect on the receivers’
perception of credibility and towards the intention of purchase.
5.7 Summary
In this chapter, analyses were conducted to better understand the demographics

information and as well the relationship between the variables. From the
demographic perspectives, Malaysian are actively on social media platforms with
the majority of the respondents are active all the time. This is consistent with the
Page 89 of 108
research done by Kemp (2017) where Malaysia ranked fifth globally with most
active social media users. Thus, from the demography, the male and female
activeness are analysed and including brand consciousness of the Malaysian
consumers. Through the statistical analyses performed on SPSS, all the hypotheses
were significant and positively influence the behaviour of the consumers towards
brand loyalty, and purchase intentions. Mediation effect analysis was conducted to
further understand how brand loyalty acts as the mediator and influence the
purchase intentions indirectly from the independent variables. Further to that, the
implication of each of the independent variables is discussed on its importance
towards the businesses. In conclusion, all the research questions were answered and
fulfilled the requirement of the research objective.
Page 90 of 108
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doi:10.1108/itp-08-2013-0144
Zikmund, W. G., Babin, B. J., Carr, J. C., and Griffin, M. (2010). Business
research methods(8th ed.).
Page 100 of 108
APPENDICES
Appendix A
Online Survey Questionnaire
Survey on Factors Influencing Consumers'

Purchase Intentions in Malaysia
Dear Respondent,
Good day!
I am a student pursuing a master’s degree at Universiti Tunku Abdul Rahman

(UTAR), Malaysia. I am currently conducting a research study to examine the
factors (Social Media Marketing, Brand Loyalty, and Electronic Word of Mouth)
influencing consumers’ purchase intention in Malaysia. This research study is being
conducted as a partial fulfilment of the requirements of my master degree. It is very
much appreciated if you take part in this research study. Your participation is very
much needed to enhance the understanding of consumers' purchase intentions in
Malaysia.
This questionnaire contains only 3 sections in 4 pages, which should take about 10
minutes to complete. The data collected will be kept strictly private and confidential,
and any personal information will not be identified in any reports.
Your participation is highly appreciated.
Thank you.
Your sincerely,
Bong Wan Zhung
Page 101 of 108

Instructions:
Please answer ALL the questions.
Gender:
☐ Male
☐ Female
Age:
☐ Below 20
☐ 20 -29
☐ 30 - 39
☐ 40 - 49
☐ 50 and above
Which of the following best describe your current occupation?

☐ Public sector
☐ Private sector
☐ Self-employed
☐ Student
☐ Retired / Homemaker
How long have you been using the Internet?

☐ Less than 1 year
☐ 1 - 5 years
☐ 6 - 10 years
☐ 11 - 15 years
☐ 16 years and above
Which of the following social media site do you have an account with? (Check all that
apply)
☐ Facebook
☐ Google+
☐ Instagram
☐ Twitter
☐ LinkedIn
☐ Pinterest
☐ YouTube
☐ Weibo
☐ Snapchat
☐ Tumblr
☐ Reddit
Page 102 of 108

How often do you use social media?
☐ All the time
☐ 4 - 5 times a week
☐ 1 - 2 times a week
☐ A few times a month
☐ Never
Are you brand conscious? Example of brands: Adidas, 100+, Starbucks, Uniqlo, Petronas,
AirAsia, Honda, etc.
☐ Yes, a few brands that I love
☐ Not really, I just buy what I like/need
☐ No, I do not care about that kind of stuff
Instructions:
a. Please answer ALL the questions on this page.
b. Please mark an answer, which you think best represent your stand by
using the following scale:
1 - Strongly disagrees
2 - Disagree
3 - Neither disagree nor agree
4 - Agree
5 - Strongly agree
Please consider your recent view of a brand in social media, answers for the
following questions…
There are many marketing campaigns (advertisements, videos, images, posts, reviews,
etc.) by the brand on social media site.
1 2 3 4 5
Strongly disagree ☐ ☐ ☐ ☐ ☐ Strongly agree
The brand regularly updates its contents (posts, pictures, videos, etc.).
1 2 3 4 5
The contents (posts, pictures, videos, reviews, etc.) are relevant to me.
1 2 3 4 5
The contents (posts, pictures, videos, reviews, etc.) are popular among friends or others.
1 2 3 4 5
Page 103 of 108

The brand uses applications (mobile apps) and different platform (social media, website,
email, SMS, telephone, etc.) in promoting their products and services.
1 2 3 4 5
With the same brand in mind, answer the following questions.
When I need to buy a product/service, my first thought is this brand.

1 2 3 4 5
I feel secure when I buy this brand because I know that this brand will never let me down.
1 2 3 4 5
I am willing to spend more time and to pay more if I am satisfied with this brand.
1 2 3 4 5
I feel loyal to the brand because they regularly offer rewards (discounts, free gifts, etc.) to
engage with me.
1 2 3 4 5
I have positive feelings about my favourite brand and therefore plan to remain a consumer
of my favourite brand.
1 2 3 4 5
I often read online reviews (number of likes, shares, comments, ratings, etc.) on
products/services from different brands, and I think they are generally informative.
1 2 3 4 5
I think the online reviews (number of likes, shares, comments, ratings, etc.) are helpful
for my decision making when I buy a product/service.
1 2 3 4 5
Recommendations by friend make me feel confident in buying the product/service.
Page 104 of 108

1 2 3 4 5
I will recommend the product/service to my friends or other consumers via social media.
1 2 3 4 5
After considering the information about product/service of the brand which

are shared in social media…
The probability that I will buy the product/service is very high.

1 2 3 4 5
I will buy the product/service next time when I need it.

1 2 3 4 5
It is likely that I will continue buying a product/service from the brand in the future.
1 2 3 4 5
End of Survey
Page 105 of 108

Appendix B
Ethical Approval Letter
Page 106 of 108

Page 107 of 108
Appendix C
Personal Data Protection Statement
Page 108 of 108

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INFLUENCE OF SOCIAL MEDIA MARKETING,

BRAND LOYALTY AND eWOM TOWARDS

BONG WAN ZHUNG

MASTER OF BUSINESS ADMINISTRATION

UNIVERSITI TUNKU ABDUL RAHMAN

FACULTY OF ACCOUNTANCY AND

Bong Wan Zhung

A research project submitted in partial fulfillment of the

Master of Business Administration

Universiti Tunku Abdul Rahman

Faculty of Accountancy and Management

Bong Wan Zhung

This research project is supervised by:

Dr. Hen Kai Wah

I hereby declare that:

Name of Student: BONG WAN ZHUNG

The journey as an MBA student was a thought-provoking and exciting experience

Bong Wan Zhung

Influence of Social Media Marketing, Brand Loyalty and

Social media marketing offering businesses an interactive platform to interact with

Malaysia e-commerce is aiming to be the next e-commerce boom in South East

1.2 Problem Statement

Brand loyalty would be experiencing a notable change as marketers no longer in

1.3 Research Objectives

The purpose of this research is to identify and examine consumers’ purchase

1.3.2 Specific Objectives

RO2: To considers the relationship between electronic word of mouth towards

RO3: To identify the significant influence of social media marketing towards

RO5: To investigate the significant impacts of electronic word of mouth by

RQ3: How does social media marketing influences consumers’ behaviour on

1.5 Significant of Studies

The social media marketing stands as a medium to advocate marketing to the

Social Media Marketing – Social Media Marketing described as a form of Internet

Word of Mouth (WOM) – An unpaid form of marketing effort to pass experiences

Purchase Intention – Purchase intention is well-defined as the possibility the

1.7 Overview of the Report

Chapter One: Introduction

Chapter Three: Methodology

Chapter Four: Results

2.2 Social Media and Social Media Marketing

2.2.1 Social Media

The term of “Social Media” is constructed from communication science and

2.2.2 Social Media Marketing

Social media is a powerful component of an integrated marketing channel that its

In contrast to traditional marketing efforts, Weinberg (2009) commented that social

In comparison with traditional marketing and the emerging of communications,

Social media marketing enabled brands or individuals to promote their websites,

Hutter et al (2013) argued that the consequence of social media marketing

2.3 Brand Loyalty

To understand brand loyalty, it is important to derive brand from higher meta-level.

Brand loyalty can be conceptualised as the final dimension of consumer brand

Consumers are receiving high numbers of information regarding the brands,

2.4.1 Word of Mouth

Word of mouth or WOM is considered one of the oldest methods of passing on

The reason consumers engaging in WOM is due to the feelings consumers’

2.4.2 Electronic Word of Mouth

Electronic word of mouth is the transformation of traditional word of mouth as how

The internet is continuously evolving with the eWOM as communication become

2.4.3 Differences between WOM & eWOM