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1
Romppanen, Maiju, Cecilia Kellgren, and Ladan Moradi. "Customer Loyalty Research : Can customer loyalty programs really build loyalty?" Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-729.
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<p>Background:</p><p>During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion whether these statements are accurate has started to blossom. Loyal customers are not necessarily as profitable as believed and it is not easy for companies to gain competitive advantage because almost all companies have similar customer clubs.</p><p>Purpose:</p><p>This thesis evaluates through a case study of a Swedish retail company whether customer loyalty programs manage to create loyalty among their members. Appropriate features of loyalty will be examined with the intention to evaluate whether there exists other factors outside the loyalty programs that are also influencing the creation of loyalty.</p><p>Method:</p><p>A qualitative study was conducted to answer the purpose of the thesis. Within the case study several semi-structured interviews were carried out with INTERSPORT and 20 telephone interviews with INTERSPORT customers. Empirical material was analyzed with a reflection to the theoretical framework and the research questions.</p><p>Conclusions:</p><p>Customer loyalty programs can enhance the creation of loyalty, but should be seen as a complement to other aspects of the business, namely, the product line, the customer service and the store concept. However, sustainable customer loyalty is difficult to obtain because many customers today are loyal to several companies instead of one.</p>
2
Jonathan, Gideon Mekonnen, and Anna Kapetanakis. "How can loyalty programmes improve brand loyalty?" Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19934.
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Title: How can loyalty programmes improve brand loyalty? Level: Final assignment for Master Degree in Business Administration Author: Anna Kapetanakis, and Gideon Mekonnen Jonathan Supervisor: Sarah Philipson (Assistant Professor) Date: June, 2015 Aim: To investigate how customers loyalty can be improved through loyalty programmes. Method: Mixed approach, both qualitative and quantitative data, is chosen for this study. The qualitative data using telephone interviews with customers and the firm was carried out at the beginning of the study to formulate the survey. Online survey with closed questions, based on responses from the qualitative interviews and the theoretical framework, was designed and sent to 3500 potential respondents. The contact list from IvyWear’s CRM database was used to distribute the survey. 309 respondents (9%) completed the survey, which was available online for 7 days. The quantitative data was analysed using descriptive statistics and cluster analysis. Result & Conclusions: The empirical data and analysis has shown that IvyWear customers can be categorised as “true loyals”, “latent loyals”, “spurious loyals”, and “not loyals”. It was also found that “bonuses and points” are the most preferred reward among customers that can be used to improve loyalty toward IvyWear. Suggestions for future research: The findings may not reflect brand loyalty and effects of loyalty programmes on loyalty beyond the clothing retail industry. Comprehensive study covering other industries and targeting respondents outside membership registers would provide deeper understanding of brand loyalty among customers. Contribution of the thesis: The study adds to the debate on loyalty programmes and how members of these programmes can be managed in the way that they can not only choose the brand, but also attract new customers through positive word of mouth. The results are particularly important for managers and marketers in the retail industry, who are under pressure to show the benefits of loyalty programmes. The results will be invaluable in the design of loyalty programmes to impact on the long-term profitability of firms.
3
Morelli, Elena. "Smart Loyalty." Bachelor's thesis, Alma Mater Studiorum - Università di Bologna, 2019. http://amslaurea.unibo.it/18491/.
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Questa tesi tratta della realizzazione di un'applicazione mobile con l'obiettivo di automatizzare la gestione dei clienti all'interno di un locale commerciale, rendendo il servizio offerto dall'esercente più veloce ed efficiente tramite l'impiego di un dispositivo beacon.
4
Davis, William John Gronow. "Investigating customer loyalty programmes : evolving to true customer loyalty." Thesis, Stellenbosch : Stellenbosch University, 2011. http://hdl.handle.net/10019.1/85164.
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Customer loyalty programmes are widely regarded by companies as an effective means of achieving a strategic advantage over competitors and as a highly-effective platform to build lasting relationships with their most-valued customers. However, in today’s fast-paced world and loyalty-mature marketplace, customer loyalty programmes are showing signs of limited sustainability. Companies are starting to realise the importance of focusing on deeper, more meaningful, relevant and mutually-beneficial relationships with their customers in an attempt to sustain brand loyalty. The process of developing true customer loyalty involves companies adding extraordinary human level customer treatment.
The purpose of this study is to explore whether customer loyalty programmes are developing true customer loyalty amongst customers. This research study explicitly investigates the views, attitudes, beliefs and perceptions of consumers partaking in customer loyalty programmes. At the outset of the study a literature review was conducted to explore and discuss literature pertaining to the key concepts of this study, namely customer loyalty programmes and true customer loyalty. This research study initially made use of a qualitative research method in the form of a focus group. The findings from the focus group contributed to the design of the questionnaire for the survey. A survey formed the quantitative component of the research. The survey questionnaire was distributed by means of a mall intercept to shoppers in a predetermined shopping mall. The ordinal data was analysed using descriptive and inferential statistical methods.
The analysis indicated a marked disconnect between customer loyalty programmes and true customer loyalty. Customer loyalty programmes are generally regarded by customers as discount drivers rather than loyalty drivers. Customers indicated superior service, quality, trust and aligned values as key drivers in developing true customer loyalty. The majority of respondents stated that their selected customer loyalty programme was not developing true customer loyalty. The study provides a clear indication that customer loyalty programmes are not shifting attitudes that lead to ongoing behavioural change such as motivating multiple purchases.
A key recommendation resulting from this study is for companies to develop customer-centric loyalty programmes that sincerely consider the needs of the customer, rather than merely attempting to drive sales through discount initiatives masked as customer loyalty programmes.
5
Peloso, Antony Frederick. "The antecedents of the employee loyalty-customer loyalty relationship." Thesis, Queensland University of Technology, 2005. https://eprints.qut.edu.au/16028/1/Antony_Peloso_Thesis.pdf.
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Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large
national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty, and further within the organisation, the antecedents of the employee loyalty-customer loyalty relationship. Thus the current research investigates the chain of events from managerial actions to customer loyalty with the aim of identifying relevant managerial practices and their influences within the organisation that lead to customer loyalty.
The research provides tangible evidence supporting the importance of providing
organisational resources to increase employee loyalty as a means of increasing customer
loyalty in service organisations. To achieve this goal, the study suggests that a
comprehensive set of managerial practices will enhance an organisation's service climate,
foster positive employee attitudes and behaviours in relation to service provision, that
impact on employee loyalty, service quality, and ultimately customer loyalty. These practices include support provided by senior leadership, the provision of resources that facilitate effective work practices, a positive management orientation on customers, and the use of employee evaluation and remuneration based on service-oriented behaviours and attitudes. By instituting these managerial practices, management can increase employee perceptions of self-efficacy, employees' beliefs in the abilities to perform well in their jobs, increase employee satisfaction, which in turn drive employee loyalty.
These managerial practices also enhance the favourable nature of the organisation's
service climate so that customer perceptions of service quality are likely to be more positive.
Overall the study provides evidence to support the existence of a chain of events from
managerial actions to employee and customer loyalty intentions. Evidence also exists to
support the relationship between employee loyalty and customer loyalty, so that higher
levels of loyalty within service a service organisation can potentially lead to higher levels of customer loyalty.
The implications of the research are that management within service organisations can
impact customer loyalty by focussing directly on service delivery issues and by providing a favourable service climate. Managers can also influence employee beliefs about their
abilities to do their jobs and the level of satisfaction employees have within those
organisational roles.
The study also suggests that a service organisation's service climate is an important
mechanism by which management can communicate to both employees and customers that a customer orientation is a primary managerial imperative. Finally, the study provides valuable insight into the processes by which employees perceive managerial orientation and support, and how those perceptions influence customer perceptions of service quality and impact on their loyalty intentions towards service organisations.
6
Peloso, Antony Frederick. "The antecedents of the employee loyalty-customer loyalty relationship." Queensland University of Technology, 2005. http://eprints.qut.edu.au/16028/.
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Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large
national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty, and further within the organisation, the antecedents of the employee loyalty-customer loyalty relationship. Thus the current research investigates the chain of events from managerial actions to customer loyalty with the aim of identifying relevant managerial practices and their influences within the organisation that lead to customer loyalty.
The research provides tangible evidence supporting the importance of providing
organisational resources to increase employee loyalty as a means of increasing customer
loyalty in service organisations. To achieve this goal, the study suggests that a
comprehensive set of managerial practices will enhance an organisation's service climate,
foster positive employee attitudes and behaviours in relation to service provision, that
impact on employee loyalty, service quality, and ultimately customer loyalty. These practices include support provided by senior leadership, the provision of resources that facilitate effective work practices, a positive management orientation on customers, and the use of employee evaluation and remuneration based on service-oriented behaviours and attitudes. By instituting these managerial practices, management can increase employee perceptions of self-efficacy, employees' beliefs in the abilities to perform well in their jobs, increase employee satisfaction, which in turn drive employee loyalty.
These managerial practices also enhance the favourable nature of the organisation's
service climate so that customer perceptions of service quality are likely to be more positive.
Overall the study provides evidence to support the existence of a chain of events from
managerial actions to employee and customer loyalty intentions. Evidence also exists to
support the relationship between employee loyalty and customer loyalty, so that higher
levels of loyalty within service a service organisation can potentially lead to higher levels of customer loyalty.
The implications of the research are that management within service organisations can
impact customer loyalty by focussing directly on service delivery issues and by providing a favourable service climate. Managers can also influence employee beliefs about their
abilities to do their jobs and the level of satisfaction employees have within those
organisational roles.
The study also suggests that a service organisation's service climate is an important
mechanism by which management can communicate to both employees and customers that a customer orientation is a primary managerial imperative. Finally, the study provides valuable insight into the processes by which employees perceive managerial orientation and support, and how those perceptions influence customer perceptions of service quality and impact on their loyalty intentions towards service organisations.
7
Ow, Caryn. "A qualitative analysis of the loyalty building attributes of customer loyalty programs on gaining loyalty to brands." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2001. https://ro.ecu.edu.au/theses/1059.
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A paradigm shift from mass marketing to the concentrated focus on one-to-one marketing has led to a barrage of tactical strategies to instill long-tern consumer loyalty among organisations' most valued customers. At the forefronts of these strategies are customer loyalty programs. Since the inception of the first loyalty program, AAdvantage in 1981, the marketplace has seen a proliferation of these programs across a widening range of industries. Not surprisingly, this has led to significant interest in customer loyalty programs among academics and practitioners. Despite the skepticism of academics relating to the effects of loyalty programs, many organisations have allocated a large amount of the or marketing budgets to developing, implementing and maintaining customer loyalty programs in the hope of generating long-term loyalty in customers. To date, current evaluations of customer loyalty programs have assessed the effects of these programs by focussing on behavioural measures (such as repeat purchases) and on economic outcomes (such as market share, penetration and share of wallet.) While these traditional measures have contributed to the understanding of consumer loyalty and evaluations of a program’s success, it has been recognised by researchers that the measures are inadequate to determine and explain the loyalty-building attributes of loyalty programs. Moreover, studies from the viewpoint of consumers remain lacking. In an attempt to bridge the gap, this qualitative study explores the attributes of customer loyalty programs that result in consumer loyalty to brands from the perspective of the consumer. The fundamental significance of this study is the integration of the behavioural and the attitudinal theoretical approaches used to investigate these attributes. In addition to this integrative approach, the study incorporates theories from relationship marketing. The components of loyalty and attributes of loyalty programs that were investigated were drawn from an extensive review of the brand loyalty, relationship marketing and customer loyalty program literatures. These components and attributes were deemed to be the most significant in establishing long-term consumer loyalty. The data for this qualitative study were derived from twenty-four semi-structured focused interviews with consumers who qualified as members of customer loyalty programs. The tentative conclusions drawn from this research are that from consumer’s points of view: (i) the act of loyalty is exhibited by the continual repeat purchase of the same product from the same store, (ii) the key to a successful customer loyalty program is the implementation of a program that is flexible to its members, (iii) the key to a defensive orientated loyalty program is a good incentive structure and an effective communication program, and (iv) the development and sustenance of a relationship between a consumer and an organisation is vital to the brand loyalty process. The results of this exploratory study provide a deeper understanding of the customer loyalty program phenomenon and the identification of program attributes that result in long-term consumer loyalty from the perspective of consumers. This research highlights that further investigation is required into the loyalty-building attributes of customer loyalty programs, and this will be central to the development of loyalty programs that satisfy consumers and effectively establish long-term loyalty to brands.
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Kalman, Timea, and Emma Simonsson. "Loyalty Program Avoidance." Thesis, Halmstad University, School of Business and Engineering (SET), 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-4750.
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<p>Loyalty programs have become an important element of the modern company and its existence can be noticed in every kind of businesses. The aim with loyalty programs is to win customers loyalty in order to keep them away from the competitors. However, there are some issues existing in creating and maintaining long-term relationships, for instance when consumers choose to decline participation in loyalty programs. A qualitative research method with an inductive approach has been used, by using the interview method CIT to collect the empirical data. 82 open-ended interviews were made with respondents from Sweden and Hungary in order to identify possible differences in loyalty program avoidance between the two countries. Based on the answers, a model with factors that indicates loyalty program avoidance was created, which represent the foundation of the literature review. The result of the study has shown that both similarities and dissimilarities between the nationalities exist, where the major difference is preference of convenience and personal issues. The study indicates that the Swedish consumers tend to reject loyalty program offers for the convenience reasons, in terms of store distance and bad service, while the Hungarian consumers are more concerned about their personal integrity, such as trust and privacy. However, similarities that could be clearly observed were issues with commitment, gaining benefits and struggling with time pressure.</p>
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Åbom, Malin. "Contemporary Organizational Loyalty : A Study about Loyalty within the Consulting Trade." Thesis, Linköping University, Department of Social and Welfare Studies, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-12113.
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<p>Organizational Loyalty is a concept which is becoming increasingly important to discuss in today‘s society; employment agencies and consulting companies are losing staff by the hour however if that is a consequence of not being loyal to the employer, implies that people know what the term Organizational Loyalty actually means. Or not. This thesis‘s purpose was to investigate what Organizational Loyalty is within the consulting trade, to sensitize for the consulting business‘s the different factors that seem to influence loyalty and to give recommendations as to what might be done in order to make employees who work as consultants within the consulting trade experience more loyal to the organization which they are employed at. The analyzed material managed to reveal that loyalty is more than just a word within the consulting trade; it is an important mean of delivering high quality services to a company‘s customers and the only way for employers to attempt making employees more loyal to the organization is by respecting different factors that seem to influence loyalty to the organization and reinforcing these when they are in contact with the employees. By and large, the results suggest that there is a significance of defining Organizational Loyalty as something more than just a term within the consulting business; it is the underlying dimensions that together create the actual meaning of what it is and by knowing what the significance of Organizational Loyalty is, employers might be able to work better for reinforcing loyalty among their employees.</p>
10
Ahlström, Sofia, and Niklas Wangsell. "The impact of club card on store loyalty : An empirical study of a Swedish grocery retailer." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16241.
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The aim of this study is to investigate whether club card loyalty have an impact on customers store loyalty. A secondary purpose is to distinguish which attributes of a loyalty card that ICA’s customers prefer, with the focus on the variables; direct- versus indirect rewards, monetary- versus nonmonetary rewards, necessary- versus luxury rewards and immediate- versus delayed rewards.
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Fenel, Andrea, and Magdalena Partyka. "Regional loyalty matters : the impact of product-specific attributes on consumer loyalty." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-8622.
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Food consumption trends change continuously. A noticeable trend in Sweden and the western world is consumers’ need for knowledge about the food they consume and where it originates from. Moreover, consumers appreciate food products produced close to home. The interest towards locally produced food has lately increased amongst today’s consumer, as has many researchers’ interest in the topic. The purpose with this dissertation is to investigate how and if product-specific attributes attached to a locally produced food product, like Price, Quality, Brand and Organically produced can lead to that consumers’ are loyal towards a region. A deductive research approach is applied for this dissertation. Based on the theories of consumer loyalty, and by regarding current food trends, the theory of regional loyalty as a concept is developed. The product-specific attributes Brand, Price, Quality and Organic are examined and tested. A model and hypotheses are developed in order to understand the relationship better. By using a quantitative method and conducting a questionnaire, the consumer’s attitudes were examined. The research was conducted in themunicipalityofKristianstadand 130 questionnaires were handed out outside the biggest grocery stores in town. The findings indicate that there is a positive correlation between the variables attached to locally produced food products and regional loyalty. The results show that all these attributes are related to regional loyalty except of price, regardless of age, income or current occupation. According to the authors’ knowledge, since no study has been conducted on regional loyalty or product-specific attributes affecting this, the results of this dissertation will bring new knowledge to this area of research. The results may also be useful for executives when marketing locally produced food products.
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Hilgeman, Debra. "Understanding the relationships between loyalty program rewards and loyalty among premium customers." Thesis, TUI University, 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=3578572.
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<p> Loyalty programs (LPs) have become a mainstay marketing tool for many industries worldwide, with memberships often numbering in the millions. Program rewards are offered as incentives to build member loyalty, and theoretically these rewards have a perceived benefit value that generate feelings and attitudes such as satisfaction, trust, commitment and gratitude that can be antecedents of loyalty.</p><p> The question of whether loyalty programs actually generate loyalty, however, is still being debated by researchers due to conflicting data (Hallberg, 2004; Meyer-Waarden, 2006; Uncles, et al., 2003). Research indicates that focusing on premium customers may be the key to a successful loyalty program (Long & Schiffman, 2000; Yi & Jeon, 2003), but there is a lack of LP research that focuses on this top tier of customers.</p><p> This research tested hypotheses derived from existing theories to examine the relationships between program rewards and loyalty for premium customers. This included testing hypotheses about the key antecedents of loyalty—satisfaction, trust, commitment and gratitude—to determine their role in driving the performance outcome.</p><p> The gaming industry was used for a sample of 1,097 premium customers in a loyalty program. The online survey had a 43% response rate. There were seven Likert-type scales with alphas ranging from .84-.93.</p><p> Rewards were categorized as being prestige, tiered or core. The loyalty construct was operationalized as being attitudinal or behavioral.</p><p> Multiple regression was used for hypotheses testing. Key findings were that premium customers value all three of the reward categories highly. The only statistically significant difference was that prestige rewards generate higher attitudinal and behavioral loyalty than core rewards. No significant differences were observed from the control variables of age and gender.</p><p> Findings from this study indicate that companies with loyalty programs cannot afford to risk losing customer loyalty by eliminating any type of reward. However, there is also evidence that soft-cost prestige rewards could effectively replace some hard-cost tangible rewards without reducing overall program value. </p>
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Forsido, Mulugeta Z. "Brand loyalty in Smartphone." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-179607.
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Abstract Problem statement – what factors determine brand loyalty in Smartphone? Purpose – The purpose of this study is to examine causal antecedent factors leading to brandloyalty in the Swedish Smartphone market Theory – theoretical review and critical analysis of academic journals related to dependantand independent variables and conceptual model is formulated. Methodology - Quantitative approach is used to quantify the relationship between dependantand independent variables based on the proposed theoretical model that delineates therelationships between dependant variable brand loyalty and the independent variablescustomer satisfaction, perceived quality, brand experience, brand image, brand switching costand product involvement. Data – In total 200 responses were collected through a structured interview from UppsalaUniversity, Uppsala central train and bus station and two big shopping centers in Uppsala (S: tper galleria and Forum galleria). Apple and Sony Ericsson brand users are interviewed in thedata gathering process, 100 respondents for each brand Findings – the analysis suggest brand image, product involvement and customer satisfactiondetermined brand loyalty in Apple brand, whereas customer satisfaction was the onlydeterminate factor in Sony Ericsson brand
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Singh, Jaywant. "Loyalty to product variants." Thesis, London South Bank University, 2004. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.410581.
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Selivanova, Olga. "Building Loyalty in Consumer Markets." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-18103.
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In the first chapter this thesis summarizes all different viewpoints of marketers and other experts in business concerning customer loyalty definition. The second chapter discusses a role customer loyalty plays in business of companies. By selecting appropriate definition of customer loyalty, the purpose of this thesis would be to describe all benefits associated with customer loyalty and suggest solution for their expression in economic terms. These topics are discussed in Chapter 3 and 4. In addition in Chapter 5 and Chapter 6 management of customer loyalty and its determinants will be introduced. By selecting those determinants, which are hidden behind customer motivations to purchase company's products or services, and by managing them, company is able to build customer loyalty and enjoy all associated benefits in a form of increased profitability of its business. Finally in the last chapter loyalty programs and their management are discussed, because they are often used as tools to encourage customer loyalty. All these findings are demonstrated in a case study of Palac Flora, a shopping mall in Prague, which introduced its loyalty program a couple of years ago. The final part of this thesis is devoted to conclusion and bibliography.
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Kanat, Frat, Jesper Svedberg, and Kevin Lloret. "The road toward loyalty : A costumer perspective of loyalty in the banking sector." Thesis, Uppsala University, Department of Business Studies, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-127101.
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Sharp, Byron Malcolm. "Evaluating the impact of a loyalty program on brand loyalty : can loyalty programs produce deviations from established 'Dirichlet' patterns of repeat-purchase? /." Title page, contents and abstract only, 1999. http://web4.library.adelaide.edu.au/theses/09PH/09phs5308.pdf.
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Jeon, Sang Mi. "The influence of perceived loyalty program value on satisfaction, switching costs, and attitudinal and behavioral loyalty an empirical investigation of a casino loyalty /." Diss., Connect to online resource - MSU authorized users, 2008.
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Thesis (Ph.D.)--Michigan State University. Community, Agriculture, Recreation, and Resource Studies, 2008.<br>Title from PDF t.p. (viewed on July 7, 2009) Includes bibliographical references (p. 137-145). Also issued in print.
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Hansen, Ellinor, and Erika Jonsson. "E-loyalty in fashion e-commerce : an investigation in how to create e-loyalty." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-26205.
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The e-commerce is growing among customers and also the companies are more active online. One industry that focuses on customer experience is the online fashion industry. In Sweden, the half of the population has at some time shopped clothes and footwear online. However, for companies to compete against others and to survive in this crowded market, it is important to create e-loyalty. Thereby, the purpose for this study was to evaluate the antecedents of e-loyalty in the online fashion industry. E-loyalty is according to famous researchers one important ingredient to succeed online and stay profitable. Other important ingredients for e-loyalty are e-satisfaction, e-trust and e-service quality. All of these factors have been investigated and evaluate in which degree they affect e-loyalty. In this master thesis, assessed 212 respondents included in the population. The findings have been tested by following statistical analysis; reliability test, exploratory factor analysis, correlation analysis and regression analysis. The result showed that e-satisfaction is the main driver for e-loyalty in the online fashion industry. Thereby, a manager should put main focus in what affect e-satisfaction to increase in e-loyalty in this industry. However, the result from the investigation also stressed an interesting factor, namely responsiveness. This factor was shown to have a significant influence on e-loyalty but also on e-satisfaction and e-trust.
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Funk, Daniel Carl. "Fan loyalty : the structure and stability of an individual's loyalty toward an athletic team." Connect to resource, 1998. http://rave.ohiolink.edu/etdc/view.cgi?acc%5Fnum=osu1260989324.
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Eriksson, M., and C. Schuster. "Customer loyalty in Internet banking." Thesis, Kristianstad University College, School of Health and Society, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-4808.
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<p>In the recent years the way to do banking has changed. Internet banking has grown and a lot of niche banks working mainly with the Internet as a medium has entered the Swedish bank market. How to keep the customer loyal online in a very competitive environment has become a main question for the banks. </p><p>The aim of this dissertation is to test what factors impact bank customer loyalty in an online environment. A positivistic research philosophy, a deductive research approach, an explanatory purpose and a quantitative research method are adopted for the research. </p><p>It was found that customer satisfaction, corporate image and brand reputation and generation are factors that impact bank customer loyalty online. Switching costs, perceived service value and commitment show tendencies to impact bank customer loyalty online. </p><p>Since little research has been done on the topic bank customer loyalty, this dissertation may be of interest for researchers on customer loyalty and also for research on online loyalty for service companies. Moreover, the findings can be used as guidance for banks that want to develop their online banking and want to make sure they do everything possible to have loyal customers. </p>
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Lamb, Ruth M. "Multiple loyalty conflicts in nursing." Thesis, University of British Columbia, 1985. http://hdl.handle.net/2429/24417.
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The International Council of Nurses [ICN] Code for Nurses clearly states that the registered nurse's first obligation is to the patient (ICN, 1973). But, in the clinical setting, multiple loyalties or obligations to the patient, family, physician, employing agency, professional standards, and personal ethical beliefs may conflict. Given the diversity of obligation in nursing practice and the ever expanding array of life sustaining technologies and techniques, a problem arises for nurses when they attempt to employ clinical guidelines offered by the ICN Code. Therefore, in order to ascertain how nurses uphold patient autonomy when responding to conflicts in the empirical setting and to delineate the patterns of reasoning which contribute to the actual response as well as to the preferred response, a qualitative grounded theory methodology was selected. This exploratory approach provided evidence that when conflict occurs, perceptions of relevancy on both a cognitive and affective level, influence the nurses' response. Often nurses with apparently equal cognitive capabilities on a moral developmental level perceived conflict of loyalty situations in vastly different ways and thereby responded with a range of behavior that went from exemplary care, which supported patient autonomy, to unsafe care, which completely denied patients their autonomy. An inductively derived substantive theory outlines this variance in care. The manner in which patient autonomy is upheld in multiple loyalty conflicts can be expressed on a three dimensional categorical basis with perceptions of imposed, bounded and volitional relevance conjoined with three levels of cognitive moral development, including both descriptive and normative explanations of conflict resolution. Principles and their supporting rules for nursing action derived from each category emphasize the little researched but complex relationship between moral cognitions, perceptions and affective valuing.<br>Applied Science, Faculty of<br>Nursing, School of<br>Graduate
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Dolnicar, Sara, Klaus Grabler, Bettina Grün, and Anna Kulnig. "Key drivers of airline loyalty." Elsevier, 2011. http://dx.doi.org/10.1016/j.tourman.2010.08.014.
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This study investigates drivers of airline loyalty. It contributes to the body of knowledge in the area by
investigating loyalty for a number of a priori market segments identified by airline management and by
using a method which accounts for the multi-step nature of the airline choice process. The study is based
on responses from 687 passengers. Results indicate that, at aggregate level, frequent flyer membership,
price, the status of being a national carrier and the reputation of the airline as perceived by friends are
the variables which best discriminate between travellers loyal to the airline and those who are not.
Differences in drivers of airline loyalty for a number of segments were identified. For example, loyalty
programs play a key role for business travellers whereas airline loyalty of leisure travellers is difficult to
trace back to single factors. For none of the calculated models satisfaction emerged as a key driver of
airline loyalty.
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Vasconcellos, Isabella Moreira Pereira de. "Factors influencing supermarket store loyalty." reponame:Repositório Institucional do FGV, 2010. http://hdl.handle.net/10438/7762.
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Previous issue date: 2010-06-30<br>This study focused the supermarket industry and its objective was to measure how much the existence of a program card loyalty in a supermarket, the customer loyalty to this program and the perception of value the customers have of the firm, affect the store loyalty. As many companies have been spending a great amount of money to keep their Loyalty Programs, it seems to be relevant to measure the effectiveness of this kind of program. The methodology used in this study was Linear Regression Analysis. In the regression analyses were considered the constructs: Program Perceived Value, Program Card Loyalty and Store Perceived Value as the independent variables and Store Loyalty as the dependent variable. The analysis concluded that the Loyalty Programs in supermarkets are not working as an effective loyalty tool. Firms are spending money on it that may not be justified. The Program Card Loyalty proved to have no correlation with the Store Perceived Value.<br>Este estudo focou na indústria de supermercados e teve como objetivo examinar o quanto os fatores referentes à existência de um programa de fidelidade em um supermercado, a fidelidade do cliente com esse programa e a percepção de valor que o cliente tem da loja, influenciam na sua lealdade à loja. Como muitas empresas têm feito um grande investimento nos Programas de Fidelidade, é certamente relevante que seja medida a efetividade desse tipo de programa. A metodologia usada foi a análise de regressão linear. Nesta análise de regressão foram consideradas as seguintes variáveis independentes: Valor percebido do programa, a Lealdade ao cartão de fidelidade da loja, o valor percebido da loja. Como variável dependente foi considerada a Lealdade à loja. A análise concluiu que os programas de lealdade em supermercados não estão funcionando como instrumentos efetivos de fidelidade e não têm relação com o Valor Percebido da Loja. O investimento das empresas nessa ferramenta não está trazendo o retorno esperado de desenvolver fidelidade no cliente.
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Fiorentini, Gianmarco <1994>. "Japanese language loyalty in Hawaii." Master's Degree Thesis, Università Ca' Foscari Venezia, 2019. http://hdl.handle.net/10579/15511.
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Hawaii has always been characterized by complex geo-political activities. Located between two major modern superpowers, Continental US and Japan, it is home of one of the world’s most influential community of citizens of Japanese descent. Language and culture preservation are pursued through physical and non-physical infrastructures and the degree of involvement that these activities produce stand way beyond that of a minority. They extend to the general population and, on a bigger scale, also influence the cultural and economic relationships with Japan. The purpose of this thesis is to understand if language loyalty towards Japanese in Hawaii can be considered a key factor in the development and sustainment of the islands’ successful educational, cultural and touristic model and its benefits. The importance of this proposal is shown by the fact that it could lead to a series of sociolinguistic challenges that could be useful to understand the relationship between minority status and benefits for society as a whole. For this research I propose a quantitative and qualitative analysis on the Japanese spoken in Hawaii through official data and with emphasis on case studies considered relevant for their language-based activities on the islands. I will then link these language loyalty efforts with what can be considered benefits in order to prove the positive effects that they are producing for the whole Aloha state.
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Harris, Rebecca Lee. "CASINO LOYALTY PROGRAMS: DIFFERENCES BETWEEN MEMBERS AND NONMEMBERS BASED ON ATTITUDES AND BEHAVIORS." Kent State University / OhioLINK, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=kent1374080595.
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Urun, Seren. "PRICE PROMOTION, QUALITY AND BRAND LOYALTY." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-31712.
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Davis, Lenita Marie. "ESTABLISHING ONLINE STORE LOYALTY: THE ROLE OF ATMOSPHERICS AND PLEASURE IN CREATING ONLINE STORE LOYALTY." University of Cincinnati / OhioLINK, 2001. http://rave.ohiolink.edu/etdc/view?acc_num=ucin997805917.
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Ruzeviciute, Ruta, and Bernadette Kamleitner. "Attracting new customers to loyalty programs: The effectiveness of monetary versus non-monetary loyalty programs." John Wiley & Sons, Ltd, 2017. http://dx.doi.org/10.1002/cb.1663.
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What type of reward attracts customers to loyalty programs? Given the increasing importance of loyalty programs, this question matters. Six sequential studies investigated whether monetary rewards universally attract people more than nonmonetary rewards. Results suggest that monetary rewards elicit a very robust attractiveness premium both on the level of individual rewards as well as on the level of entire reward programs. Across different industries, the more monetary loyalty program was consistently perceived as more attractive, and it was more likely to inspire intentions to join the program. Even in light of variations in consumption goals (hedonic vs. utilitarian), the effect persisted. The effect is not only consistent; it is also nonnegligible with medium effect sizes emerging in most settings. We discuss ensuing variations in effect sizes and conclude that monetarism holds a pervasive temptation for consumers that managers cannot ignore.
30
So, Kam Fung. "An Investigation of the Role of Customer Engagement in Strengthening Service Brand Loyalty." Thesis, Griffith University, 2013. http://hdl.handle.net/10072/368139.
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For years, the development and maintenance of brand loyalty has been the ultimate goal of the marketing activities of many organisations (Dick & Basu, 1994; Fournier & Yao, 1997), and the significant benefits firms derive from strong brand loyalty have led to numerous studies investigating its formation. Previous loyalty research, which has mainly examined key marketing concepts such as service quality, customer satisfaction and perceived value as loyalty antecedents, has contributed significantly to the current understanding of the influence of transaction- related drivers of loyalty. However, the growth of the Internet and the emergence of new media channels have provided firms with an effective platform for customer interaction, enabling service brands to develop and maintain connections with customers beyond the service encounter. As a result, marketing scholars and practitioners increasingly recognise that brand loyalty can be built through a range of behaviours conceptualised as “customer engagement”.<br>Thesis (PhD Doctorate)<br>Doctor of Philosophy (PhD)<br>Griffith Business School<br>Griffith Business School<br>Full Text
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Kaiser, Lena Katharina, and Anna Federika Würthner. "Keeping SaaS business clients loyal : An exploratory multi-case study on how to design loyalty initiatives." Thesis, Internationella Handelshögskolan, Jönköping University, IHH, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-48974.
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Business-to-business customer loyalty management is an essential and long-standing theme in business research and practice. Loyal clients are of great importance within Software-as-a-Service (SaaS), as the business model relies strongly on long-term business relationships, e.g. due to subscription models. Nevertheless, to the best of our knowledge, there is no study on how to design loyalty initiatives used in business-to-business SaaS relationships yet. Therefore, our thesis asks the question “How can loyalty initiatives be designed to improve the loyalty of SaaS business clients?”. By applying a qualitative research methodology with multi-case studies, we were able to investigate the status-quo of customer loyalty management by looking at the vendor side and then analysing the perception of loyalty initiatives, with respect to the client’s perspective. A broad number of in-depth empirical data was collected in semi-structured interviews conducted with employees of six SaaS vendor firms and seven of their clients. As we used an abductive approach, we were able to compare our findings with the existing literature and extend previous theory. Our interview findings were then clustered into eight dimensions, which were based on the customer lifecycle, and various initiatives have been assigned to them. All initiatives included several actions performed by the vendors, which were then classified into three categories, according to how important it was perceived by their clients. We concluded our research with the ‘Design Guide for Loyalty Initiatives’ that summarises our findings and provides an overview for SaaS vendors to review and adjust their initiatives. Hence, we deliver valuable insights for SaaS vendors to gain a deeper understanding of their clients’ needs and to, in turn, prioritise their performed loyalty actions and allocate their budget accordingly.
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Öhrn, Jan. "Transparent and Fluid : Is a liquid loyalty the answer? Nurses and loyalty in a postmodern context." Thesis, Uppsala universitet, Institutionen för pedagogik, didaktik och utbildningsstudier, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-252098.
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Azizi, Farnoush, and XiLu Wang. "Your secret weapon to achieve E-Loyalty : A Quantitative Study On Antecedents Leading To E-loyalty." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-76083.
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With the rise of e-commerce, more and more retailers switch the focus to online environment. In order to gain customers’ e-loyalty, e-retailers have to pay more attention to e-loyalty itself and its antecedents. To help practitioners and academicians better understand e-loyalty, theory of e-satisfaction, e-trust and perceived value were introduced in this thesis. A conceptual model was structured to further explain the relationships towards e-loyalty. The purpose of this thesis is to explain the relationship of e-loyalty and its antecedents (e-satisfaction, e-trust and perceived value) and identify the strongest antecedent leading to e-loyalty.
34
Cengiz, E., H. Ayyildiz, and B. Er. "Effects of image and advertising efficiency on customer loyalty and antecedents of loyalty: turkish banks sample." Thesis, Українська академія банківської справи Національного банку України, 2007. http://essuir.sumdu.edu.ua/handle/123456789/60420.
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Висвітлюються приклади турецьких банків щодо впливу ефективності реклами на лояльність клієнтів і передумови лояльності.<br>Examples of Turkish banks regarding the impact of advertising effectiveness on customer loyalty and the prerequisites of loyalty are highlighted.
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Hagman, Jenni, and Elisabet Sjöberg. "The effects of beneficial attributes on satisfaction and loyalty in a B2B goods setting : A study of the European body builder market." Thesis, Umeå universitet, Företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-57069.
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Chu, Cheok Mei. "Customer loyalty in the hotel industry." Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636644.
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Van, La Khanh, and khanh van la@rmit edu au. "Customer Loyalty in Web-based Retailing." RMIT University. Management, 2006. http://adt.lib.rmit.edu.au/adt/public/adt-VIT20070108.150426.
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E-commerce is increasingly recognised as an integrated, rather than independent, part of the retail industry. As online competition grows and online marketing activities intensify, the importance of customer loyalty in e-retailing has also taken central stage in marketing research. This study explores the nature and characteristics of e-loyalty and its direct and indirect antecedents. Drawing from the literature on customer loyalty in the traditional, offline business context, it contends that e-loyalty is determined primarily by the quality of the relationship between an Internet retailer and its customers, and the customers' overall satisfaction with the retailer. Relationship quality, in turn, is influenced by the levels of perceived safety, trust and commitment that customers have in relation to their retailer, while service quality, Web site quality and value perception contribute to overall customer satisfaction in this context. Thus, relationship quality and overall satisfaction mediate the relationship between e-loyalty and its indirect predictors. To test these relationships, over 500 customers of four Australian Internet retailers were surveyed online. The questionnaire contains 92 indicators that have been either employed in prior research, or newly developed based on existing theory. These indicators were first factor analysed to determine the underlying dimensions of the research constructs. The relationships between these constructs were subsequently tested using structural equation modelling (SEM). In general, most hypothesised relationships were well supported, suggesting a consistency in the relationships between these constructs across online and offline settings. To this extent, the results indicate that existing offline marketing theories can provide a platform to create a body of knowledge pertinent to Web-based marketing. The results of the analysis, however, also show that not all hypothesised relationships could be upheld. Also, the findings indicate that the dimensionality of some constructs differs, to varying degrees, from what is reported in prior studies. These suggest that online consumer perception and behaviour are likely to differ, in some way, from those in the offline context, signalling a need for more context-specific research into this domain. On the whole, the study confirms the existence and benefits of customer loyalty in online retailing. In addition, it identifies four underlying dimensions of e-loyalty. Dimension 1 comprises behaviours commonly cited as the most prominent and beneficial indicators of customer loyalty (such as repurchase behaviour and word-of-mouth communication). Dimension 2 reflects the level of attachment that loyal customers feel towards their retailers. Dimension 3 indicates customer willingness to adjust their consumption patterns in favour of the retailer's range of offerings. The last dimension is related to customer willingness to move beyond a pure buyer-seller relationship, and to engage in partner-like behaviours (e.g., tolerating mistakes and providing feedback). With regard to relationships between the research constructs, the SEM results confirm that service quality, web site quality, and value perception are major predictors of overall satisfaction, while trust and commitment, but not safety perception, are antecedents of relationship quality. E-loyalty is not found to be significantly affected by overall satisfaction, whereas relationship quality only has a slightly noticeable impact on this construct. The findings thus fail to support the notion that customer satisfaction and relationship quality are two major antecedents of e-loyalty. The results also do not support the speculation that satisfaction and relationship quality are the main mediators of the relationship between e-loyalty and its primary antecedents. On the contrary, e-loyalty is found to be influenced directly by customer commitment, value perception and service quality, and indirectly by Web site quality, safety perception and trust. With online shopping growing in popularity, insights into the dimensionality of e-loyalty, as well as the factors that engender e-loyalty, can provide a useful framework on which appropriate marketing strategies could be developed to enhance the loyalty of online shoppers. To this extent, findings from this research are meaningful not only for marketing academics but, also, for Internet retailers.
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Van, La Khanh. "Customer loyalty in web-based retailing." [Melbourne] : RMIT University, 2005. http://adt.lib.rmit.edu.au/adt/uploads/approved/adt-VIT20070108.150426/public/02whole.pdf.
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Corboz, Elvire. "Negotiating loyalty across the shi'i world." Thesis, University of Oxford, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.530023.
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Hammond, Kathleen Ann. "Brand loyalty for frequently bought products." Thesis, London Business School (University of London), 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.286725.
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AZEVEDO, LUI MARINHO DE. "INTERNET LOYALTY A CONJOINT ANALYSIS CASE." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2002. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=3537@1.
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PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO<br>Dentre as ferramentas mais utilizadas para conquistar a
fidelidade do consumidor, destacam-se os programas de
fidelidade que, em sua maioria, dão recompensas pelo
relacionamento dos clientes com as empresas. Na Internet
não é diferente, dado que as empresas virtuais tiveram que
se adaptar a nova realidade, na qual o lucro operacional é
fundamental à saúde financeira. Nessa dissertação aplicase
a teoria de análise conjunta, com o objetivo de apontar o
conjunto de características consideradas desejáveis pela
classe de consumidores pesquisada acerca de um programa de
multi-fidelidade na Internet. O desenvolvimento do trabalho
é composto de duas etapas básicas: escolha dos atributos a
serem avaliados pelos respondentes e análise dessa
avaliação. Para escolher o conjunto de atributos a serem
julgados foi utilizada uma entrevista com um grupo de foco.
A formação desse conjunto de estímulos foi desenvolvida
utilizando-se o software SPSS, versão windows. Em seguida,
realizou-se a coleta de dados por meio de questionários, os
quais foram enviados por correio eletrônico, sendo que
alguns foram entregues pessoalmente. Por fim, também com o
auxílio do software SPSS versão windows, o estudo atingiu
seu objetivo, identificando o conceito de produto
considerado o mais adequado, fruto da combinação de
estímulos que gerou maior nível de utilidade.<br>Among the most common tools used to gain customer s
loyalty, companies give a great importance to loyalty
programs which, in most cases, give rewards for
consumers expenses. It is no different in the internet, as
virtual companies had to adapt themselves to a new reality,
in which operational profits are essential to their
economic health. In this research the conjoint analysis
theory is used with the objective of showing the group of
characteristics understood as desirable by the class
of consumers researched about a multi-loyalty program in
the internet. This work is composed of two main basic
steps: the choice of the attributes to be evaluated by the
respondents and the analysis of this evaluation. The group
of stimulus to be evaluated was chosen based on the
information collected through the focus group interview.
The group of stimulus presentation was developed making use
of the SPSS software, for windows. Right after, the data
collection was implemented with the questionnaries, sent
by e-mail. Some of them were handled personnally. In the
last step, also using the SPSS software for windows, this
study reached its objective, identifying the concept of
product considered the most adequate, as a result of the
stimulus combination which generated the highest utility
level.
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SOUZA, RODRIGO CAVALIERI DE. "LOYALTY POSSIBILITIES IN THE MOBILE SERVICE." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2004. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=5125@1.
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Este estudo identifica os atributos capazes de promover a
fidelização de Clientes à operadoras de telefonia celular,
com o objetivo de subsidiar profissionais do setor de
telecomunicações no desenvolvimento de ofertas para seus
atuais e futuros Clientes. Através da teoria da análise
conjunta busca-se identificar conjuntos de atributos
desejáveis e relevantes para a escolha de uma operadora de
telefonia celular. A escolha dos atributos e níveis
resultou de uma pesquisa qualitativa (entrevistas
informais) com executivos de operadoras de telefonia
celular e com cerca de 10 usuários. Em seguida, foi
escolhido manualmente, a composição de estímulos (cartões)
a serem aplicados aos entrevistados. Realizou-se, então, a
coleta de dados por meio de questionários, os quais foram
entregues pessoalmente aos entrevistados. Na última etapa,
após a análise dos atributos e utilidades dos níveis
propostos na pesquisa de campo, verificou-se que os
atributos, design do aparelho, Qualidade de cobertura e
Custo mensal apresentaram percepção e importância relativa
elevada frente aos entrevistados. Propiciando que o
objetivo geral de se identificarem as características
relevantes para a escolha e fidelização de uma operadora de
telefonia celular fosse alcançado.<br>This research identifies the atributes to promote customer
loyalty for mobile operators, in order to help them in
retain its actual and future customers. It accomplishes its
goal through the conjoint analysis theory. The attributes
and levels choice resulted from interviews made with
mobile operators executives and mobile users. The conjoint
stimuli were defined following the basic principle of
fractional factorial design. The partial utilities of the
attributes levels show that equipment design, coverage
quality and monthly cost presented a high perception and
relative importance, which in turn, are recommended for
customer loyalty.
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Mendez, Marife. "SALES PROMOTIONS EFFECTS ON BRAND LOYALTY." NSUWorks, 2012. http://nsuworks.nova.edu/hsbe_etd/76.
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In this dissertation the field of promotion marketing was examined by studying the impact of sale promotions on brand royalty. More specifically, for products with different levels of involvement, the study assessed how effective different nonmonetary and monetary promotions are at retaining brand loyalty.
Two research questions were posed: (a) Will the effect of nonmonetary and monetary promotions on brand loyalty vary according to the extent of hedonism or utilitarian benefits for low and high involvement products? (b) Will the preference for nonmonetary or monetary promotions on brand loyalty have a greater or lesser effect for low and high involvement products? It was theorized that the effect of nonmonetary and monetary promotions on brand loyalty would vary according to the extent of hedonism or utilitarian benefits for low and high involvement products (H1a and H2a). The second set of hypotheses (H2a and H2b) posited that preference for nonmonetary promotions would have a greater on brand loyalty for both high and low involvement products.
A questionnaire consisting of 36 questions provided the data that was collected from 114 subjects. Two product categories were chosen for the study: deodorant (high involvement) and laundry detergent (low involvement). For each product category, regression was used to explore the relationship between the indirect variables and the dependent variable -- brand loyalty. The results did not show support for any of the hypotheses; yet, they offer valuable information on sales promotions.
Five important findings are discussed:
1. Monetary promotions are perceived to provide more utilitarian benefits.
2. Nonmonetary promotions seem to provide more utilitarian benefits than hedonic benefits.
3. "Preference for Gifts," a nonmonetary promotion, could affect negatively brand loyalty.
4. "Buy 2 get 20% off," a monetary promotion, could have a positive impact on brand loyalty.
5. Involvement has a positive relationship with brand loyalty.
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Grupp, Tillmann. "Users’ Loyalty to Agile Information Systems." Phd thesis, TU Darmstadt, 2018. http://tuprints.ulb.tu-darmstadt.de/7691/13/v01.pdf.
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Over the past few years, across many industrial sectors, Information Systems (IS) developed with the help of agile methods have become the rule rather than the exception. Because of their high flexibility, such Agile IS development methodologies help firms to keep pace with emerging market requirements. At the same time, customers are also gaining increasing market power due to an expanding digitalization of services and products, which decreases switching barriers and increases transparency. As a result, it has become crucial for firms to develop IS that continuously provide sufficient value to customers. This is one of the main reasons why firms regularly deliver increments of Agile IS for users to update outdated software versions. By doing so, firms try to bind and engage customers lastingly to capture current and future revenue streams and stay competitive. Agile IS and software updates (that deliver increments of Agile IS to users) have been researched thoroughly, however mostly from a technical point of view. Nevertheless, because updates change a system while it is already in use, they have the potential to impact users’ beliefs, attitudes, behaviors, and in particular, loyalty to a software in the post-adoption phase. However, despite the importance of better understanding user responses to Agile IS to provide an adequate theoretical framework, research from a user’s perspective on Agile IS, and especially software updates, is still scarce.
Against this backdrop, this thesis presents four empirical studies that were conducted to investigate whether and how Agile IS affect users’ loyalty to IS, to identify potential moderators, and to understand how Agile IS should be designed to facilitate potential positive effects. In these studies, increments of Agile IS are operationalized as software updates and customer loyalty as a user’s continuance intention with a system. By drawing on the IS Continuance Model in a scenario-based online experiment, the first two studies reveal empirically how Agile IS have the potential to increase user continuance intentions. Users of Agile IS show greater IS continuance intentions, despite that some functionality is provided only later on, as compared to a consistently feature-complete traditional IS. This effect is diminished somewhat when the software is introduced with an extensive feature set right from the beginning. Nevertheless, the size of an update does not seem to play a significant role. The second study reveals that this positive effect of updates only emerges if the user is not very knowledgeable regarding the software, because experts in contrast to novices seem to devalue Agile IS (their continuance intentions decrease with Agile IS in comparison to traditional IS). Additionally, the second study shows that the removal of features through updates reduces continuance intentions even more than the equivalent addition of features when considering the absolute magnitude of change. With empirical data from a laboratory experiment, the third study identifies update frequency and update type as further moderators of the effect, and confirms the hypothesized mediation mechanism presumed by the IS Continuance Model. The fourth study examines the role of update delivery strategies, i.e., the timing and presence of a notification and an installation choice. In this study, feature and security updates are distinguished, as both seem to have different characteristics with respect to the delivery strategy (i.e., users ‘need’ security but ‘want’ to add functionality). The findings show that both update types should be announced to users, in the case of a security update, only after successful installation, while presenting an installation choice to users prevents any positive effect for all types of updates.
Overall, this thesis highlights the importance of understanding Agile IS and software updates from the user’s perspective. First, the results show that Agile IS have the potential to affect user’s continuance intentions, thereby contributing to a comprehensive theoretical foundation on Agile IS. Also the findings put the user more at the center of investigations in IS. Second, the empirical findings provide evidence in support of a necessary fine-grained understanding of IT Artifacts as malleable compositions of specific features and characteristics. This answers the call of several researchers to put the IT Artifact more at the focus of IS research (Benbasat and Zmud 2003). Third, the results reveal that changes in IS might change users’ attitudes and behaviors over time, which extends the predominant view of IS in post-adoption literature from a mostly static to a more dynamic perspective. With this finding, we answer the call of several IS scholars to consider the evolution of IS more thoroughly (e.g., Jasperson et al. 2005; Benbasat and Barki 2007). For practitioners, the findings of this thesis provide empirically backed rationales to inform management decisions concerning the deployment of Agile IS and offer guidance on strategic or design considerations. Overall, the results show how and when the value provided by IS from a user’s perspective may be increased by the deployment of Agile IS and software updates.
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Onisimchuk, Mariya, Марія Василівна Онісімчук, Oleksandra Kabluchko, and Олександра Максимівна Каблучко. "Logistics approach to forming customer loyalty." Thesis, National Aviation University, 2021. https://er.nau.edu.ua/handle/NAU/50552.
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1. Loialnost klyentov. Kak vystroyt systemu loialnosty k kompanyy. Available at https://livetex.ru/blog/2019/03/loyalnost-klientov/ (last accessed 21.03.2019)
2. What is Customer Loyalty: Definition and Guide. Available at https://sendpulse.com/support/glossary/customer-loyalty (last accessed 19.03.2019)
3. What is customer loyalty? Available at https://www.qualtrics.com/experience-management/customer/customer-loyalty/<br>In the modern world the problem of customer loyalty become more popular. In order to achieve the desired results, different companies resort to wrong actions, which only worsens the relationship with the client.
A loyal customer is a satisfied customer who remains loyal to the company.<br>У сучасному світі проблема лояльності споживачів стає більш популярною. Для досягнення бажаних результатів різні компанії вдаються до неправильних дій, що лише погіршує відносини з клієнтом.
Постійний клієнт - це задоволений клієнт, який залишається відданим компанії.
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Struben, Sarah-Annique. "Constructing brand loyalty via social networks." Master's thesis, University of Cape Town, 2014. http://hdl.handle.net/11427/13348.
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Includes bibliographical references.<br>Identifying the construction of brand loyalty via social networks requires an analysis of the information sharing of a product or brand amongst a social network, therefore indicating the strength of the brand loyalty members of a social network not only have towards a brand, but also promote to other members of the same social network. This exchange of information amongst social network members is called ‘homophily’, where “similarity breeds connection” (McPherson, 2001, p.415). In order to determine the strength of brand loyalty amongst a social network, a qualitative study was performed on a sample of consumers from the ‘digital age’ generation (Castells, 2010, p.xviii), examining the extent of information exchange via social media as well as via the social networks. In addition to this a minor case study was conducted where participants were asked a serious of questions that pertained to a specific brand, that of Woolworths. This was done in order to determine the strength of the brand loyalty they had for a particular brand that may then be theoretically applied on a general scale. As a result the strength of their brand loyalty was determined, indicating whether or not brand loyalty can be constructed via social networks. On the whole it can be determined that social networks play a strong role in the development of brand loyalty, particularly as it pertains to the current digital generation. Keywords: Social Network, Habitus, Purchase Behaviour, Networked Society, Brand Loyalty, Consumer satisfaction, Homophily, Brand Trustworthiness
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Wachtlová, Dominika. "Optimization of Triola Plc. Loyalty Programme." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-205717.
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The aim of this thesis is to suggest optimizations for Triola Plc. loyalty program based on theoretical understanding of loyalty and its role in success of a company, as well as numer-ous practical analyses. The thesis is divided into two main parts. The first part overviews the theoretical knowledge about consumer loyalty and how loyalty program can be an ef-fective tool in building said loyalty. The second part is formed of variety of practical anal-yses, including analysis of Triola sales data, data mining analysis using MML-TGI data ana-lyser, consumer survey and lastly benchmarking analysis. The last chapter is a synthesis of the theoretical and practical parts and suggest recommendations for Triola loyalty program based on the insights gathered throughout the whole thesis.
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Keogh, Richard A. "Catholic loyalty in mid-Victorian Ireland." Thesis, Northumbria University, 2012. http://nrl.northumbria.ac.uk/36125/.
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Bartaševičiūtė, Agnė. "UAB ,,Suslavičius - Felix'' klientų lojalumo skatinimo būdai ir priemonės." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2007. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2007~D_20070816_153712-50422.
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Tyrimo objektas – UAB ,, Suslavičius - Felix ‘‘ darbuotojai ir klientai. Darbo dalykas – UAB„Suslavičius - Felix ‘‘ darbuotojų ir klientų lojalumą lemiantys veiksniai. Tyrimo tikslas – parengti UAB ,, Suslavičius - Felix ‘‘ klientų lojalumo skatinimo priemones. Darbo tikslui įgyvendinti yra keliami tokie uždaviniai: 1) išanalizuoti lojalumo sampratas ir jų esmę; 2) nustatyti darbuotojų ir klientų lojalumą lemiančius veiksnius; 3) aptarti teorinius vartotojų lojalumo kūrimo proceso aspektus; 4) vadovaujantis teorine analize, parengti vartotojų lojalumo tyrimo metodiką; 5) atlikti įmonės darbuotojų ir klientų apklausą, įvertinant jų lojalumą; 6) atlikti UAB ,, Suslavičius - Felix ‘‘ darbuotojų ir klientų lojalumo lyginamąją analizę; 7) vadovaujantis teoriniu ir empiriniu tyrimų duomenimis, nustatyti UAB ,, Suslavičius - Felix ‘‘ darbuotojų ir klientų lojalumo skatinimo būdai; 8) parengti UAB „Suslavičius - Felix“ lojalumo skatinimo priemones. Tyrimo metodai: iškeltai problemai tirti ir teoriniams bei praktiniams rezultatams gauti naudoti šie tyrimo metodai: sisteminė analizė, loginė analizė, anketinė apklausa, lyginamoji analizė, grafinis vaizdavimas ir modeliavimas, rengiant UAB „Suslavičius - Felix“ lojalumo skatinimo priemones.<br>Research object - UAB ,, Suslavičius - Felix ‘‘ employees and clients. Research subject - UAB ,, Suslavičius - Felix ‘‘ factors influencing employees‘ and clients‘ loyalty Research aim (purpose) - UAB ,, Suslavičius - Felix ‘‘ motivating means of clients‘ loyalty. Objectives for to fulfil research purpose: 1. To analyse th conception and the point loyalty; 2. To establish factors influencing employees‘ and clients‘ loyalty; 3. To discuss theoretical aspects of consumers‘ loyalty creation process; 4. To prepare research methodic of loyalty of consumers following theoretical anlyse; 5. To carry out interrogatory of employees and clients estimating theirs‘ loyalty; 6. To carry out UAB ,, Suslavičius - Felix ‘‘employees and clients comparative analysis of loyalty; 7. To establish UAB ,, Suslavičius – Felix“ employees‘ and clients‘ ways of loyalty motivation, following theoretical and empirical research information; 8. To prepare UAB ,, Suslavičius – Felix“ motivating means of loyalty Research methods: To study a raised problem and to get theoretical and practical results it was used such research methods: methedical analysis, logical analysis, interrogatory of questionnaire, comparative analysis, graphics for UAB ,, Suslavičius – Felix“ motivating means of loyalty.
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Lee, Hui-I., and 李慧宜. "The impact of loyalty program on customers'' loyalty." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/50548569273903851647.
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碩士<br>南台科技大學<br>行銷與流通管理系<br>92<br>Abstract
Althought loyalty program have become a key marketing-mix tool for sales promotion and prevalent across a variety of industries, the effective ways to design are still intetermined. This research wants to find what kind of structure designs would appeal consumers’ attention, and identify the factors that determine the success of a loyalty program.
In this research, we discuss how the structure designs of loyalty program affect customers’ loyalty. The structure factors include: (1) the threshold of loyalty program, (2)the reward of loyalty program. And the customers’ loyalty concludes repurchase intention, behavioral loyalty and attitudinal loyalty.
The research uses 2*2 between-subjects experimental design and finds that (1) when the threshold of loyalty program is lower, better-price reward will have a more positive impact on customers’ loyalty, (2) we do not have to make segmentation for different psychographics.
For the conclusions above, the following practical suggestions are offered: (1) lower the threshold of loyalty program will make customers have stronger desire to join these programs, (2) provide customers purshasing discounts and make them use their money more flexibly.
Key words: customers’ loyalty, loyalty program, psychological characteristics