Brand Experience on the Website: Its Mediating Role Between Perceived Interactivity and Relationship Quality

Abstract

ABSTRACTThis study examined the mediating effect of brand experience on the linkage between perceived interactivity of a website and relationship quality with the brand in the online marketplace. The proposed mediation model was tested with online survey data collected from 265 college students. With the use of a mediation test, this study found that active control and two-way communication features of interactivity led to more positive brand experience, which subsequently influenced relationship quality with the brand. Contrary to our expectations, a perceived synchronicity feature was not found to be related to either brand experience or relationship quality with the brand. This study highlights the important role of brand experience on the website in enhancing consumer–brand relationship building and aids e-marketers to develop digital strategies in designing more interactive brand websites, which can improve brand experience on the website and relationship quality with the brand.