Enhance Customer Engagement via Facebook Fanpage for Increased Purchase Intentions: Case of eWallet

Abstract

In recent times, social media has become a preferred marketing communication platform by the organisations with the consumers exhibiting an increased inclination towards the adaptation of this media. This paradigm shift justifies the positioning of brands in digital media platforms like Facebook, which provide an ideal platform for direct non-stop communication between organisations and customers. This builds a strong association between brands and consumers thereby generating brand trust through the sharing of consumer experiences and a positive word of mouth. Consumers do not make hasty decisions where there is the involvement of money, therefore trust plays a huge role in the usage of the services provided by eWallets. This study aims to investigate the effect of customer engagement through Facebook fan page usage on brand trust and purchase intentions. Results have revealed that consumer engagement through Facebook fan page usage generates trust for the eWallet brand in turn affecting purchase intentions indicating that Facebook fan pages can be utilised as an effective marketing tool.