This dissertation was written as a part of the MSc in e-Business and Digital Marketing
at the International Hellenic University. Social media have radically changed the way
businesses and consumers communicate and thus, social media marketing has received
considerable attention from both researchers and managers. This study was conducted
to expand the current understanding of the dimensions of Facebook marketing activities
and their effectiveness in the delivering of banking services by examining the case of
Piraeus Bank on Facebook. The purpose of this research is to examine how Facebook
activities correlate with customers’ trusting beliefs towards banks and their intention to
purchase. In particular, this study examines five main research questions: Is there any
significant correlation between Facebook marketing and trust towards banks? Is there
any significant correlation between Facebook marketing and customers’ choice of banking? Which element of Facebook marketing activities has the most positive correlation
with trust and purchase intention? Is there any correlation between trust towards banks
and choice of banking? Is there any differentiation among genders in trusting beliefs?
The results from the correlation analysis provide strong evidence supporting the relationship between: a) Facebook marketing activities and trust, b) Facebook marketing
activities and purchase intention, and c) trust and purchase intention. Further, the analysis reveals that the most critical element of Facebook marketing activities was the element of entertainment. Entertaining content was strongly associated with an increase in
the trust towards the bank and the purchase intention. With regards to the differentiation
of trusting beliefs among genders, female respondents appeared to be more neutral than
males, while male respondents were slightly negative towards the bank. The results are
discussed in the light of logical justification and compared with the findings of previous
studies on social media advertising. Further, several practical and theoretical implications are discussed along with the main limitations restricting this study and the important directions that worth considering by future studies.
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