International Journal of Resistive Economics

International Journal of Resistive Economics

The Impact of Digital Marketing on Customer Loyalty with the Mediating Role of Perceived Customer Value

Document Type : Original Article

Authors
1 Department of Business Management, Mazandaran University, Babolsar, Iran.
2 Department of Business Management, Tonekabon Branch, Islamic Azad University, Tonekabon, Iran.
10.22034/oajre.2025.527880.1119
Abstract
This study investigates the impact of digital marketing on customer loyalty, with an emphasis on the mediating role of perceived customer value in Iranian online businesses. The research is applied and descriptive-survey in nature, with the statistical population consisting of customers of e-commerce platforms in Iran. A sample of 420 respondents was selected through simple random sampling and surveyed using a standardized questionnaire. The data collection tool was a localized questionnaire comprising three main sections: digital marketing (12 items), perceived customer value (10 items), and customer loyalty (8 items). The questionnaire’s reliability was confirmed with a Cronbach’s alpha coefficient of 0.91, and its validity was verified through Confirmatory Factor Analysis (CFA) with fit indices (GFI=0.93, CFI=0.96, RMSEA=0.05). Data were analyzed using SmartPLS4 software and the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The results indicate that digital marketing has a significant positive effect on perceived customer value (β=0.68, t=9.34, p<0.01) and customer loyalty (β=0.54, t=7.89, p<0.01). Additionally, perceived customer value plays a partial mediating role in the relationship between digital marketing and customer loyalty (β=0.41, t=4.67, p<0.05). These findings underscore the importance of employing digital marketing strategies, such as personalized content and online interactions, to enhance perceived customer value and foster customer loyalty. It is recommended that online businesses focus on improving content quality and user experience to strengthen customer loyalty. This study provides valuable insights for managers to design more effective marketing strategies by understanding the role of perceived customer value.
Keywords

  • Receive Date 11 July 2023
  • Revise Date 18 September 2023
  • Accept Date 15 October 2023