Analysing consumers relationship with banking on social media: The influence of consumer-brand engagement and brand love

• Autor(a) principal: Silva, Mariana Pereira da
• Data de Publicação: 2019
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/19422
• topic: Social media; Banking sector; Consumer-engagement; Online communities; Electronic word-of-mouth.; Marketing; Rede social; Setor bancário; Motivação do consumidor; Engagement; Comunidade virtual -- Virtual community

The constant use of social media networks is one of the biggest trends observed in recent years, whose popularity seems to keep growing, and always being reinvented somehow. Every person of any generation is now present on, at least, one social media network and spends a substantial part of their time interacting in online communities. And where people are, there is where brands want to be. Hence the need for companies to adapt to the digital ecosystem, ensuring their presence and maintaining the best possible practices. Although it has been observed that the relationships between brands and consumers in social networks are favorable for both parties and bring equal benefits, there are some sectors that are unable to do it as efficiently as others. A good example of this issue is reflected in the banking sector, which is one of the most outdated in this matter. This dissertation aims to understand the difficulties that currently exist in the interaction between consumers and banks on digital platforms, as well as the motivations that drive consumers to want to be part of their Banks Online Communities and to stay engaged in the long term. Simultaneously, the aim is to study the existence of variables such as Engagement and Brand Love in this area and their consequences for the topic. The data was collected through a quantitative analysis, supported by an online questionnaire based on the literature of different authors regarding the previously mentioned topics. The results allow us to understand the ways in which the banking sector can adjust in order to positively influence its consumers to be present and assiduous to their digital platforms.