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Impact of brand knowledge on brand trust in private higher education institutions: how do word of mouth sources intervene
Ang Chuan Lock1.
Private higher education institutions (PHEIs) in Malaysia are facing intensive
competition that poses considerable challenges for them, especially the upcoming
private universities. Many are struggling to maintain their presence or locate their
positions in the market. Past studies suggest that this issue could be dealt with by
increasing the enrolment of students. This is highly possible by the dissemination of
positive word-of-mouth (WOM) sources that greatly enhance students’ existing
knowledge of a particular PHEI and the resulting trust. This study examines the
moderation impact of WOM influences on the relationship between brand
knowledge and brand trust of PHEIs. Person-administered survey was carried out
among 230 randomly selected students of PHEIs in the Klang Valley, Malaysia.
Good Cronbach Alpha scores obtained and a stringent validity procedure adopted
have demonstrated accuracy of the instrument used in this study. This study
discovered that the inclusion of influences from WOM sources has significantly
heightened the impact of brand knowledge towards brand trust of PHEIs. PHEIs
are recommended to capitalize on the potential of effective branding and the
management of WOM sources in order to improve student enrolment
Affiliation:
- University of Malaya, Malaysia
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