Investigating the Role of Social Media Marketing and Experience for Loyalty Intention and Participation Intention, Considering the Mediating Role of Relationship Quality (Case Study: BaniMode Online Cosmetics Store)

The present study aimed to investigate the role of social media marketing activity and customer experience on loyalty intention and customer participation intention by considering the mediating role of relationship quality. This research is based on the applied purpose and in terms of data collection method to test the hypotheses of descriptive-correlation type from the field branch. The statistical population of the study is all customers of the BaniMode online store in Isfahan. Due to the impossibility of access to the entire statistical population, 380 people were selected as the statistical sample from the available sampling method through Cochran's formula. To collect the data, standard questionnaires were used, the validity of which was confirmed by calculating the convergent and divergent validity and their reliability by Cronbach's alpha index. In statistical analysis, the structural equation modeling approach and SMART PLS and SPSS software have been used. Based on the results, social media marketing has no significant effect on the quality of the relationship with the customers of the BaniMode online store; But the customer experience has a significant effect on the quality of the relationship with the customers of BaniMode online store. Also, the quality of the relationship has a significant effect on the intention of loyalty and participation of customers of BaniMode online store. The results show that social media marketing has a significant effect on loyalty intention and participation intention through the mediating variable of relationship quality in BaniMode online store customers, and also customer experience on loyalty intention and participation intention through the mediating variable of relationship quality in online store customers. The founder of fashion has had a significant impact.