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All Journal ETIKONOMI
Hasan Boztoprak
İstanbul Beykent University
Economics, Econometrics & Finance

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Brand Trust and Brand Loyalty among Internal Customers in the Automotive Industry Sinan İlze; Hasan Boztoprak; Bahaddin Sinsoysal; Selahattin Sari
ETIKONOMI Vol. 25 No. 2 (2026)
Publisher : Faculty of Economic and Business, Universitas Islam Negeri Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/etk.v25i2.47158

Abstract

Research Originality: This study offers a novel perspective by conceptualizing automotive industry employees as "internal customers" and examining how brand, firm, and consumer–brand relationship characteristics shape internal brand trust and loyalty. Research Objectives: This study aims to examine the impact of brand characteristics, firm characteristics, and consumer–brand relationship characteristics on employees' brand trust, as well as the effect of brand trust on brand loyalty. Research Method: Data collected from 780 automotive industry employees were analyzed using structural equation modeling (SEM) to test the relationships among the variables. Empirical Results:  Brand characteristics, company characteristics, and consumer–brand relationship characteristics exert a positive influence on brand trust. Brand trust, in turn, significantly enhances brand loyalty. Among the antecedents, brand characteristics and consumer–brand characteristics demonstrate stronger explanatory power than company characteristics. Implications: Automotive firms should regard employees not merely as organizational members but also as internal brand stakeholders. Strengthening employees' trust in the brand may enhance internal brand loyalty and support external customer-oriented brand performance. JEL Classification: M31, N34
Co-Authors Bahaddin Sinsoysal Selahattin Sari Sinan İlze