Sosyal medya pazarlamasının elektronik ağızdan ağza iletişim niyeti üzerindeki etkisinde tüketici bağlılığının aracılık rolü

Sosyal medya mecralarındaki kullanımın artmasıyla birlikte kişiler birbirleriyle çok daha fazla karşılıklı etkileşimde bulunmaktadırlar. Bu sebeple sosyal medya kullanan bireyler arasında gerçekleşen ağızdan ağıza iletişim faaliyetleri firmaların göz ardı etmemesi gereken bir olgu olarak karşımıza çıkmaktadır. Ancak sosyal medya pazarlaması faaliyetlerinin, ağızdan ağıza iletişimdeki rolüne ait yapılan çalışmalarda tüketici bağlılığının aracılık rolü bugüne kadar yeterli ilgiyi görmemiştir. Bu çalışmada sosyal medyanın e-wom niyeti üzerindeki etkisinde tüketici bağlılığının aracılık rolünün olup olmadığı araştırılmıştır. Çevrimiçi olarak hazırlanmış anket formu sosyal medya ve mobil iletişim uygulamalarını kullanan bireylere gönderilmiştir. 464 kişiden elde edilen kullanılabilir veriler AMOS paket program yardımı ile analiz edilmiştir. Yapısal eşitlik modellemesi kullanılarak yapılan hipotez testleri ile sosyal medya pazarlamasının, tüketici bağlılığı ve e-wom niyeti üzerinde olumlu ve anlamlı bir etkiye sahip olduğu belirlenmiştir. Ayrıca test sonuçlarına bağlı olarak tüketici bağlılığının da elektronik ağızdan ağıza iletişim niyeti üzerinde olumlu ve anlamlı bir etkiye sahip olduğu söylenebilir. Son olarak, bu çalışmada; tüketici bağlılığının, sosyal medya pazarlaması ile e-wom niyeti arasında aracılık etkisine sahip olduğu sonucuna ulaşılmıştır. Bu nedenle gerçekleştirilen bu çalışma sosyal medya pazarlaması literatürüne önemli katkılar sunmaktadır.

The mediating role of consumer engagement in the effect of social media marketing on electronic word-of-mouth intention

With the increase of usage in social media channels, individuals interact much more with each other. For this reason, word of mouth communication activities between individuals using social media emerges as a phenomenon that companies should not ignore. However, the mediating role of consumer engagement and word-of-mouth intention has not received enough attention in the studies of social media marketing activities up to now. This study examines whether social media marketing affects e-WOM intention and whether consumer engagement has a mediating role in this effect. An online questionnaire form was sent to individuals using social media and mobile communication applications. The usable data obtained from 464 individuals were analyzed with the help of the AMOS package program. The hypotheses tested using structural equation modelling reveal that social media marketing has a positive and significant effect on consumer engagement and e-wom intention. Besides, based on the test results, it can be argued that consumer engagement has a positive and significant effect on the intention of electronic word-of-mouth communication. Finally, through this study, it was found that consumer engagement has a mediating effect between social media marketing and electronic word-of-mouth intention. Therefore, this present study has a remarkable contribution to the social media marketing literature.

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