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Iman, Aljenadryn Adzani, Sri Vandayuli Riorini, Derby Sionaga, and Arnold Pakpahan. "Pengaruh Multidimensi Customer Equity Terhadap Behavioral Loyalty Pada Pelanggan Aplikasi Mobile Food Delivery." Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (JEBMA) 3, no. 3 (October 3, 2023): 540–52. http://dx.doi.org/10.47709/jebma.v3i3.2803.
Penelitian bertujuan untuk menguji pengaruh multidimensional customer equity terhadap behavioral loyalty yang dimediasi oleh attitudinal loyalty pada pelanggan aplikasi mobile food delivery. Dengan penyebaran kuesioner kepada 180 responden, pengambilan sampel menggunakan non-probability sampling dan purposive sampling. Analisis data menggunakan teknik structural equation model (SEM), SPSS serta software AMOS22. Hasil menampilkan variabel value equity tidak terdapat pengaruh signifikan terhadap attitudinal loyalty. Variabel brand equity, relationship equity berpengaruh positif dan signifikan terhadap attitudinal loyaty. Kemudian attitudinal loyalty berpengaruh positif terhadap behavioral loyaty. Variabel value equity tidak terdapat pengaruh signifikan terhadap behavioral loyalty yang dimediasi oleh attitudinal loyalty dan brand equity, relationship equity berpengaruh positif terhadap behavioral loyaty yang dimediasi oleh attitudinal loyalty. Penelitian selanjutnya dapat memperluas penelitian di industri lain serta dapat menambahkan variabel baru.
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Mujiburrahman, Mujiburrahman. "Peran Customer Satisfaction Sebagai Variabel Pemediasi Antara Perceived Value dengan Affective Loyalty dan Behavioral Loyalty." EKOBIS SYARIAH 1, no. 1 (June 24, 2021): 29. http://dx.doi.org/10.22373/ekobis.v1i1.9991.
Penelitian ini bertujuan untuk menganalisis pengaruh perceived value terhadap affective loyalty dan behavioral loyalty melalui customer satisfaction sebagai variabel pemediasi pada pengguna credit card co-branding Bank Aceh Syariah. Sampel penelitian sebanyak 159 orang karyawan bank tersebut yang diambil secara purposive sampling. Pengumpulan data menggunakan kuesioner dan selanjutnya data dianalisis dengan menggunakan peralatan statistik analisis jalur. Penelitian menemukan bahwa perceived value berpengaruh positif dan signifikan terhadap affective loyality dan behavioral loyality pengguna kartu kredit co-branding Bank Aceh. Perceived value berpengaruh positif dan signifikan terhadap customer satisfaction pengguna kartu kredit co-branding Bank Aceh. Customer satisfaction berpengaruh positif dan signifikan terhadap affective loyalty dan behavioral loyality pengguna kartu kredit co-branding Bank Aceh. Efek mediasi customer satisfaction dalam memediasi pengaruh Perceived Value Terhadap Affective Loyalty dan Behavioral Loyalty adalah mediasi parsial.
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Safrika, Safrika. "PENGARUH KUALITAS INFORMASI DAN KEMUDAHAN TRANSAKSI TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA PADA LOYALITAS KONSUMEN DALAM BERBELANJA FASHION ONLINE DI BANDA ACEH." Jurnal Sains Riset 8, no. 2 (March 18, 2019): 20–27. http://dx.doi.org/10.47647/jsr.v8i2.37.
This research aims to effects the influence of the quality of information and ease of discounted rates on consumer satisfaction and its impact on customer loyalty in shopping online fashion products in Banda Aceh. Research samples as much as 120 people of Banda Aceh which is consumers who never shop online. The collection of data using questionnaires and then analyzed with data using statistics structural equition equipment models (SEM) with this method of Partial Square (PLS). Studies have found that the quality of information and ease of discounted rates affect customer satisfaction and loyalty in shopping fashion online in Banda Aceh. Consumer satisfaction affect customer loyalty. Quality of information and ease of discounted rates affect customer loyalty in shopping fashion online in Banda Aceh through consumer satisfaction. The influence of the direct effect) both variables to customer loyalty was considered significant. Then the influence of the direct effect of consumer satisfaction toward consumer loyality is also significant. Thus it can be concluded that consumer satisfaction can serve as an intermediary variable (intervening variables) between consumer satisfaction in one side with the quality of information and ease of discounted rates on the other side
Key Words : Loyalits Consumers, consumer satisfaction, quality of information and ease of transaction.
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Quoquab, Farzana, Norjaya Mohd. Yasin, and Rozhan Abu Dardak. "A qualitative inquiry of multi-brand loyalty." Asia Pacific Journal of Marketing and Logistics 26, no. 2 (April 8, 2014): 250–71. http://dx.doi.org/10.1108/apjml-02-2013-0023.
Purpose – It is evident that most consumers are polygamous and are loyal to several brands within a particular product or service category. This circumstance is coined as “multi-brand loyalty” (MBL). The present research tries to shade light on consumers' motivation to become a multi-brand loyal by answering the research question: “why consumers become multi-brand loyal within a particular service category?” The paper aims to discuss these issues. Design/methodology/approach – Four focus group discussions and 13 in-depth interviews were carried out to gain deeper insights regarding the drivers of MBL. Findings – The findings of this study suggest that “financial benefits”, “need for privacy”, “competitor's attractive promotional campaign”, “public self-consciousness” and “availability of cheap handset and SIM card” are the most frequently cited reasons that can make mobile phone service users multi-brand loyal. In addition, the study reveals heterogeneity among consumers, i.e. along with “multi-brand loyals”, “sole-brand loyals”, “switchers” and “cross-buyers” also exist in the Malaysian mobile phone service market. Practical implications – These insights put forth the importance for managers of mobile phone service industry to be more cautious in formulating their retention strategies. Moreover, they will be aware of the complicated loyalty pattern of their consumers which will eventually guide them to consider different strategic moves for each different loyalty segments. Originality/value – Although the existence of MBL has been proven empirically, little attention is given to understand consumers' motive to become a multi-brand loyal, particularly in the context of services. Therefore, taking this opportunity into account, the present study fills this gap by providing an in-depth understanding of the phenomenon.
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Hamilton, William, Justine Zhang, Cristian Danescu-Niculescu-Mizil, Dan Jurafsky, and Jure Leskovec. "Loyalty in Online Communities." Proceedings of the International AAAI Conference on Web and Social Media 11, no. 1 (May 3, 2017): 540–43. http://dx.doi.org/10.1609/icwsm.v11i1.14972.
Loyalty is an essential component of multi-community engagement. When users have the choice to engage with a variety of different communities, they often become loyal to just one, focusing on that community at the expense of others. However, it is unclear how loyalty is manifested in user behavior, or whether loyalty is encouraged by certain community characteristics. In this paper we operationalize loyalty as a user-community relation: users loyal to a community consistently prefer it over all others; loyal communities retain their loyal users over time. By exploring this relation using a large dataset of discussion communities from Reddit, we reveal that loyalty is manifested in remarkably consistent behaviors across a wide spectrum of communities. Loyal users employ language that signals collective identity and engage with more esoteric, less popular content, indicating they may play a curational role in surfacing new material. Loyal communities have denser user-user interaction networks and lower rates of triadic closure, suggesting that community-level loyalty is associated with more cohesive interactions and less fragmentation into subgroups. We exploit these general patterns to predict future rates of loyalty. Our results show that a user's propensity to become loyal is apparent from their first interactions with a community, suggesting that some users are intrinsically loyal from the very beginning.
Marketer convinced that customer loyalty is a valuable asset for the company. But, in today marketplace managing customer loyalty is a daunting task. An understanding about customer loyalty concept is prerequisite for managing customer loyalty. Customer loyalty concept best understood with the composite approach; behavioral and attitudinal approach. Composite approach could make marketer to find out loyalty category andloyalty stages of the customers, loyalty’s antecedent and manage loyalty from that antecedent. Customer satisfaction is an antecedent of customer loyalty. But, some researchers argued that satisfaction and loyalty relationships is not linear. This statement is supported by the fact in the market, satisfied customers still defect, but several dissatisfied customers don’t switch. Therefore, analyzing customer loyalty required holistic view about customer loyalty, loyalty concept alone did not give marketer a comprehensive view in customer loyalty analysis. Marketers and researchers must pay attention to disloyalty.Key words: loyalty, disloyalty, satisfaction
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Hazlett, Allan. "Intellectual Loyalty." International Journal for the Study of Skepticism 6, no. 2-3 (May 23, 2016): 326–50. http://dx.doi.org/10.1163/22105700-00603014.
This paper sympathetically considers the idea that intellectual loyalty is a virtue. Intellectual loyalty is characterized as a species of loyalty, and some potential problems for the idea that intellectual loyalty is a virtue are considered: I argue that it is possible to be intellectually loyal and that intellectual loyalty is not a species of unappealing dogmatism. In defense of this, I draw connections between intellectual loyalty and Frankfurt’s idea of the unthinkable, Price’s idea of refusing to believe, and Wittgenstein’s idea of hinges.
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Parmar, Preetika, and ,. Radha. "Loyalty status of consumers to cigarettes brands and influencing factors in Bangalore City: A descriptive study." Journal of Drug Delivery and Therapeutics 9, no. 6-s (December 15, 2019): 143–47. http://dx.doi.org/10.22270/jddt.v9i6-s.3779.
Background :- Brand loyalty has been studied in many industries and countless product categories. Despite the fact, very few research here been conducted on the tobacco product category in India. The aim of this study was to determine the loyalty status of consumers to cigarettes brands and factors that influence the loyalty status groups.
Design and methods:- A descriptive study was conducted during the period of March 2017- April 2017 among the smokers visiting VS Dental College & Hospital , Bangalore Karnataka. A total of 340 smokers participated in the study. Data was collected using a self administered questionnaire. Descriptive statistics with frequency and percentage was used to describe the data.
Results :- It was observed that, four main loyalty levels exist i.e. hardcore, softcore, shifters and switchers and have different demographic characteristics and reasons for their loyalty status. The hardcore loyal gave their main reasons as high satisfaction derived quickly, affordable price and strong smell. The softcore reasons were; strength of the kick, similar menthol and same price.
Conclusion:- The study concluded that the loyalty status groups of smokers exist i.e. hardcore loyal, softcore loyal, shifters loyal and switchers. The reason behind the loyalty status groups is due to the nature of cigarettes and unique characteristics among the group of smokers.
Keywords: cigarettes, brand loyalty , brand switching , consumers , loyalty status.
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Handayani Tammubua, Milcha. "BENARKAH ATMOSPHERIC CUES BERDAMPAK PADA HUBUNGAN KUALITAS LAYANANAN PADA LOYALTY INTENTION? STUDI KASUS PERHOTELAN PADA DAERAH TUJUAN WISATA DI PAPUA." Jurnal Organisasi dan Manajemen 11, no. 1 (March 10, 2015): 89–98. http://dx.doi.org/10.33830/jom.v11i1.75.2015.
Entering the ASEAN Economic Community in 2015 sparked a number of tourism industry especially in the hospitality sector to improve its performance with the expectations of consumers intend to be loyal. Therefore need to be attentive hospitality managers to examine the variables that affect the intention to be loyal. Several previous studies have explained that the quality of service and customer value is not the only variable that affects loyalty intention, but some research suggests that atmospheric cues influence on loyalty intention. Some research explains that atmospheric cues did not moderate the relationship of service quality on loyalty intention. This study aimed to examine the effect of service quality and customer value on loyalty intention and to test the moderating variable atmospheric cues. The research results that atmospheric cues significant positive effect on loyalty intention. Atmospheric cues also moderate and weaken the impact of service quality relationships and loyalty intention. After the subgroup analysis. The results also explain that the significant positive effect on customer loyalty intention.
Memasuki ASEAN Economic Community 2015 memicu sejumlah industri khususnya pariwisata pada sektor perhotelan untuk meningkatkan performanya dengan harapan konsumen menjadi loyal. Oleh sebab itu perlu menjadi perhatian manajer perhotelan untuk mengkaji variabel yang berpengaruh pada niat menjadi loyal. Beberapa penelitian terdahulu memaparkan bahwa kualitas layanan dan nilai pelanggan bukan satu-satunya variabel yang memengaruhi loyalty intention, namun beberapa penelitian mengemukakan bahwa atmospheric cues berpengaruh pada loyalty intention. Beberapa hasil penelitian menjelaskan bahwa atmospheric cues tidak memoderasi hubungan kualitas layanan pada loyalty intention. Penelitian ini bertujuan untuk menguji pengaruh kualitas layanan dan nilai pelanggan pada loyalty intention serta menguji variabel pemoderasi atmospheric cues. Hasil penelitian menunjukkan bahwa atmospheric cues berpengaruh positif signifikan pada loyalty intention. Atmospheric cues juga memoderasi dan berdampak memperlemah hubungan kualitas layanan dan loyalty intention. Setelah dilakukan subgroup analysis. Hasil penelitian juga menjelaskan bahwa nilai pelanggan berpengaruh positif signifikan pada loyalty intention.
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Ayuningtias, Kartika Sekar, and Trisha Gilang Saraswati. "Retail Service Quality and Customer Loyalty." Journal of Secretary and Business Administration 3, no. 1 (February 12, 2019): 58. http://dx.doi.org/10.31104/jsab.v3i1.84.
IKEA Alam Sutera is a conventional furniture company with the theme of self-service shopping that is still new to the people of Indonesia. There is a retail service quality that is a variable on the experience of consumers in receiving IKEA services that have problems in them and cause dissatisfaction from customers, therefore the customer satisfaction variable is used in this study. It also has the aim to know whether customers can still be loyal to IKEA with the customer loyatly variable. The sample of this research was 100 respondents who were IKEA consumers who had made purchases at least 2 times. Location of this research at IKEA Alam Sutera offline store at Tanggerang Indonesia and the respondents answer the question by google form. The data analysis technique used is descriptive analysis and path analysis with the help of SPSS version 23 software. The results of this research were first there is a direct influence of retail service quality on customer satisfaction of 21.5%. Second, there is a direct influence of retail service quality on customer loyalty of 21%. Third, there is a direct effect of customer satisfaction on customer loyalty of 18.7%. Finally, there is non-direct influence of retail service quality on customer loyalty through customer satisfaction of 41% at IKEA Alam Sutera.
Keywords: customer loyalty, customer satisfaction, retail service quality
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.
Purpose:
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.
Method:
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.
Conclusions:
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.
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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.
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.
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Morelli, Elena. "Smart Loyalty." Bachelor's thesis, Alma Mater Studiorum - Università di Bologna, 2019. http://amslaurea.unibo.it/18491/.
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.
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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.
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.
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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.
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.
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Peloso, Antony Frederick. "The antecedents of the employee loyalty-customer loyalty relationship." Queensland University of Technology, 2005. http://eprints.qut.edu.au/16028/.
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.
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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.
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.
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.
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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.
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.
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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.
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.
Burns, Andrea. "Loyalty." In The Encyclopedia of Human Resource Management, 310–13. San Francisco, CA: Pfeiffer: A Wiley Imprint, 2012. http://dx.doi.org/10.1002/9781118364741.ch58.
Fletcher, George P. "Loyalty." In A Companion to Philosophy of Law and Legal Theory, 513–20. Oxford, UK: Wiley-Blackwell, 2010. http://dx.doi.org/10.1002/9781444320114.ch35.
Connor, James M. "Loyalty." In Emotions, Everyday Life and Sociology, 27–41. 1 Edition. | New York : Routledge, 2018. | Series: Classical and contemporary social theory: Routledge, 2018. http://dx.doi.org/10.4324/9781315207728-3.
Roberts, Chris, and Jay Black. "Loyalty." In Doing Ethics in Media, 148–64. 2nd ed. New York: Routledge, 2021. http://dx.doi.org/10.4324/9781315174631-9.
Furey, Heidi, Scott Hill, and Sujata K. Bhatia. "Loyalty." In Beyond the Code, 141–72. New York: Routledge, 2021. http://dx.doi.org/10.4324/9781315643816-5.
Li, Xiang. "Loyalty." In Encyclopedia of Tourism, 564–66. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-01384-8_123.
Devonis, David C. "Loyalty." In Exploring Cross-Cultural Psychology, 89–90. 2nd ed. New York: Routledge, 2023. http://dx.doi.org/10.4324/9781003300380-38.
Baker, Bradley J. "Loyalty." In Encyclopedia of Sport Management, 294–95. Edward Elgar Publishing, 2021. http://dx.doi.org/10.4337/9781800883284.loyalty.
Williamson, Janine, and Najmeh Hassanli. "Loyalty." In Encyclopedia of Tourism Management and Marketing, 97–99. Edward Elgar Publishing, 2022. http://dx.doi.org/10.4337/9781800377486.loyalty.
Foust, Mathew A. "Loyalty to Loyalty." In Loyalty to Loyalty, 51–81. Fordham University Press, 2012. http://dx.doi.org/10.5422/fordham/9780823242696.003.0004.
Bullinger, Martin, and Stefan Kober. "Loyalty in Cardinal Hedonic Games." In Thirtieth International Joint Conference on Artificial Intelligence {IJCAI-21}. California: International Joint Conferences on Artificial Intelligence Organization, 2021. http://dx.doi.org/10.24963/ijcai.2021/10.
A common theme of decision making in multi-agent systems is to assign utilities to alternatives, which individuals seek to maximize. This rationale is questionable in coalition formation where agents are affected by other members of their coalition. Based on the assumption that agents are benevolent towards other agents they like to form coalitions with, we propose loyalty in hedonic games, a binary relation dependent on agents' utilities. Given a hedonic game, we define a loyal variant where agents' utilities are defined by taking the minimum of their utility and the utilities of agents towards which they are loyal. This process can be iterated to obtain various degrees of loyalty, terminating in a locally egalitarian variant of the original game. We investigate axioms of group stability and efficiency for different degrees of loyalty. Specifically, we consider the problem of finding coalition structures in the core and of computing best coalitions, obtaining both positive and intractability results. In particular, the limit game possesses Pareto optimal coalition structures in the core.
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Kvíčala, Daniel, and Halina Starzyczná. "Customer Buying Behaviour in International E-commerce through Empirical E-shop Data." In Seventh International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/limen.s.p.2021.121.
The article deals with customer e-loyalty. The main objective of the research was to investigate customer buying behaviour, hence customer e-loyalty in e-commerce, and the implications of this for e-shops. Specifically, it concerns how customers behave at e-shops, how often they buy from the e-shops and what kind of revenue they bring to the e-shops. First, the theoretical background of the research is presented, based on some studies. The theoretical discussion proceeds from the broader context of loyalty. The core of the theory is e-loyalty. Secondary research and its results are then characterized. The subject of the research is the analysis of empirical e-shop data related to the manifestations of behavioural e-loyalty. Indicators informing about the proportion of loyal customers on the main variables of interest, concerning the total number of all customers, the number of visits to the e-shop, the number of transactions and the sales volume, were evaluated. Also, the subject of the research is a company operating e-shops in selected countries and its customers. The research covers a total of 13,418 customers. The results obtained contradict the claims of some authors that e-loyalty is one of the key factors for the success of e-shops and that e-loyal customers generate a substantial part of the volume of purchases and sales.
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Curatman, Aang, Agus Suroso, Junaedi Junaedi, Yono Maulana, Rahmadi Rahmadi, and Soesanty Maulany. "Could the Loyalty Program Increase Store Loyalty?" In Proceedings of the International Symposium on Social Sciences, Education, and Humanities (ISSEH 2018). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/isseh-18.2019.29.
Mikšík, Ondřej, and Halina Starzyczná. "Firms´ Behaviour in Selling Regional Brands and Customer Loyalty in E-commerce." In Seventh International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/limen.s.p.2021.101.
The paper aims to present research results on regional brand sales and customer loyalty. The object of the research was small and medium-sized enterprises in the Czech Republic selling regional products and operating in e-commerce. The subject of the research is broadly defined. The paper first deals with the current state of knowledge. The theoretical background is focused on professional literature and studies oriented on regional branding and e-commerce. Both the VosViewer method and the historical method are used in the theoretical discussion. The empirical research includes primary qualitative research. It is qualitative research focusing on SMEs operating electronic sales of goods including regional brands. The research focuses on the business strategy, the establishment of e-stores, the nature of the offer, as well as customer loyalty and performance of the businesses. The results indicate a lower orientation of respondents in the researched issues, not attaching importance to customer relationship management. Customer loyalty is perceived, which is confirmed by the respondents’ behaviour according to them. However, half of them do not evaluate it at all, nor do they monitor repeat purchases in the context of behavioural loyalty.
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Breaban, Lucian, and Remus Ion Hornoiu. "Understanding Customer Loyalty in Romanian Wellness Spa Tourism: Insights from TRA Research." In 9th BASIQ International Conference on New Trends in Sustainable Business and Consumption. Editura ASE, 2023. http://dx.doi.org/10.24818/basiq/2023/09/057.
The wellness spa industry has become one of the fastest-growing segments in the hospitality and tourism industry, with an increasing number of individuals seeking relaxation, rejuvenation, and wellness. Given the growing popularity of wellness spa services, it is important for businesses to understand the factors that influence customers' intentions to remain loyal to wellness spa services. In this vein, this study applied an extended Theory of Reasoned Action (TRA) framework to examine the relationship between attitude towards wellness spa services, subjective norms, satisfaction, and the intention to remain loyal to the wellness spa services. The study utilized survey data collected from customers of a well-known wellness spa destination in Romania. The research results revealed that that attitude and subjective norms positively influence customers' loyalty. In addition, the study found that satisfaction for spa services mediates the relationship between attitude towards spa services and the intention to remain loyal to the spa services. The findings of this study have important theoretical and managerial implications for tourism businesses seeking to enhance customer loyalty and satisfaction with wellness spa services.
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Ivanovska Przo, Dijana, Maja Kocoska, and Katerina Petrovska. "CREATING LOYAL CUSTOMERS IN DISRUPTIVE TIMES." In 5th International Scientific Conference – EMAN 2021 – Economics and Management: How to Cope With Disrupted Times. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/eman.2021.281.
Nowadays, the dynamic market, where customer loyalty is created and maintained, is far more complex than it was in the last couple of years. The market surrounding becomes more and more complex as well so that the good old marketing techniques are no longer effective. It underlines the need for implementing new digital techniques and methods. Building loyalty requires from organizations to create value for their own products and services, in order to show that they are interested to fulfill the requests to create strong bonds with the customers. The goal of this paper is to show how the transformation of working models and activities, disruptive technology, regulatory policies, globalization as well as fast digitalization, prevent many organizations from creating loyal customers. The paper includes primary manager concerns, finds the reasons for the company’s success or failure, and creates ways to reach the customers and to produce loyalty
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J, D., Dinuka Chathuranga, J. A, K. A. Dilini, W. A, W. A, and W. G. "Customer Loyalty Program." In 8th International Conference on Advances in Computing, Electronics and Communication - ACEC. Institute of Research Engineers and Doctors, 2019. http://dx.doi.org/10.15224/978-1-63248-165-8-04.
Shen, Zhitao, Muhammad Aamir Cheema, and Xuemin Lin. "Loyalty-based selection." In the 21st ACM international conference. New York, New York, USA: ACM Press, 2012. http://dx.doi.org/10.1145/2396761.2398599.
Jiang, Xijun, Chaithanaskorn Phawitpiriyakliti, and Sid Terason. "THE INFLUENCE OF DESTINATION IMAGE AND SERVICE INNOVATION ON TOURIST LOYALTY: THE MEDIATING EFFECT OF PERCEIVED VALUE." In THE 2023 INTERNATIONAL CONFERENCE ON CREATIITY, MANAGEMENT, EDUCATION, TECHNOLOGY AND SCIENCES. EDUCATION STUDIO, 2023. http://dx.doi.org/10.62788/cc276md.
Tourism is one of the most important service industries in the world today. It is not only the pillar industry of the national economy, but also has important economic, social, cultural and Environmental Values. Due to the increasingly fierce competition among tourist destinations, the demand for tourists is becoming more diverse. Loyal tourists help stabilize market share, reduce marketing costs and improve Customer lifetime value. This study applies relevant theories and adopts a combination of quantitative and qualitative research methods to explore the impact mechanism of destination image, service innovation, and perceived value on tourist loyalty. The research results indicate that the image of tourist destinations, service innovation, and perceived value have a positive impact on tourist loyalty, while the image of tourist destinations and service innovation mediate tourist loyalty through perceived value. The results of this study contribute to providing reference and inspiration for tourism destinations and tourism enterprises, and provide new ideas and methods for theoretical research and practical applications in the tourism discipline.
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Wang, Hong, Daniela Corsaro, Xiao Han, Xin Qi, and Di Kuang. "Exploring the Relationship between Relevance of Coalition Loyalty Programs and Loyalty." In 2018 Portland International Conference on Management of Engineering and Technology (PICMET). IEEE, 2018. http://dx.doi.org/10.23919/picmet.2018.8481947.
Gans, Joshua, Avi Goldfarb, and Mara Lederman. Exit, Tweets and Loyalty. Cambridge, MA: National Bureau of Economic Research, January 2017. http://dx.doi.org/10.3386/w23046.
DeCicca, Philip, Donald Kenkel, Feng Liu, and Jason Somerville. Quantifying Brand Loyalty: Evidence from the Cigarette Market. Cambridge, MA: National Bureau of Economic Research, April 2021. http://dx.doi.org/10.3386/w28690.
Kang, Ju-Young M. Repurchase Loyalty for Customer Social Co-Creation E-Marketplaces. Ames: Iowa State University, Digital Repository, 2013. http://dx.doi.org/10.31274/itaa_proceedings-180814-503.
Duque Rengel, VK, ME Abendaño Ramírez, and AV Velásquez Benavides. Analysis of communication factors influencing customer loyalty among university students. Revista Latina de Comunicación Social, June 2017. http://dx.doi.org/10.4185/rlcs-2017-1190en.
Su, Jin, and Aihwa Chang. Factors Affecting Taiwanese College Students' Brand Loyalty towards Fast Fashion. Ames: Iowa State University, Digital Repository, November 2015. http://dx.doi.org/10.31274/itaa_proceedings-180814-24.
Lee, Jong-Geun, Amrut Sadachar, and Srikant Manchiraju. Investigating Customer Loyalty to Apparel and Beauty Subscription Box Retailers. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-283.
Costa, Dora, and Matthew Kahn. Cowards and Heroes: Group Loyalty in the American Civil War. Cambridge, MA: National Bureau of Economic Research, December 2001. http://dx.doi.org/10.3386/w8627.
