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Ma aza Sadakat Programlar n n Alg lanmas , Güven, li kiyi Sürdürme ste i ve Ma aza Sadakati Aras ndaki li kilerin Yap sal E itlik Modeli ile ncelenmesi = Analyzing the Relationships Among Perceptions on Store Loyalty Programs, Trust, Customer Commitment to the Relationship and Store Loyalty Through Structural Equation Modeling  [cached]
Tülay Yeni?eri,Ela Erten
Dogus University Journal , 2008,
Abstract: Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and services. Structural Equation Modeling (SEM) was used in order to test our research hypotheses. As a result of the Structural Equation Modeling, it is found that the trust, which is an important factor in relationship marketing, has also impact on the continuation of the relationship. The other consequence of the research is that the store loyalty is affected by perception of the loyalty programs and the willingness to continue the relationship with the store.
The Relationship between Store Brand and Customer Loyalty in Retailing in Malaysia  [cached]
Rahman Bin Abdullah,Norhanisah Bte Ismail,Akmal Fadhila Bte Abdul Rahman,Musnadzirah Bte Mohd Suhaimin
Asian Social Science , 2012, DOI: 10.5539/ass.v8n2p171
Abstract: Purpose: The purpose of this study are to ascertain the linkages between brand and customer loyalty towards store brands especially in Malaysia, to investigate the factor that contributes to brand loyalty to increase the number of brand loyal customer and to determine the factors influencing the success of store brand in the market. Significance of the study (Theoretical aspect): It is hope that this research may create a niche understanding of a relationship between store brand and customer loyalty in Malaysia. The findings of this study also can be added into current knowledge and literature for future reference. Significance of the study (Practical aspect): This research is also essential in practical aspect where it can be used as a guideline for the newly developed company to market their store brand. Furthermore, the findings of this study can also be used by other organization to solve problems occur in the future resulting from aggressive competition in the market. Hence, they may improve their performance in providing the best product or service to customers. Besides, this study also will ensure that the attributes of customer loyalty strategies and customer loyalty program can be implemented in the store brand business such as Mesra reward card and Giant membership card.
An exploratory study of the relationship between store image, trust, satisfaction and loyalty in a franchise setting
J Beneke, E Adams, O Demetriou, R Solomons
Southern African Business Review , 2011,
Abstract: This study aims to shed insight on how young shoppers, between the ages of 21 and 35, perceive, and relate to, franchise and corporateowned stores in the supermarket industry. This is achieved by investigating the roles of store image, trust and satisfaction in predicting loyalty to a particular store type. By analysing empirical results, this study shows that compared to corporate-owned stores, consumers have an overall better perception of franchise stores, especially in terms of trust and customer satisfaction. Examining an integrative loyalty framework, the study shows diff erential eff ects in how Store Image elements infl uence customer Loyalty indirectly through satisfaction, and how Trust elements infl uence customer Loyalty indirectly through Satisfaction.
The Effect of Advertising Spending on Brand Loyalty Mediated by Store Image, Perceived Quality and Customer Satisfaction: A Case of Hypermarkets  [cached]
Farhina Hameed
Asian Journal of Business Management , 2013,
Abstract: First, the study aims to investigate the effect of advertising spending on brand loyalty. Second, to test the mediating role of store image, perceived quality and customer satisfaction in above mentioned relationship. A quantitative approach was employed, using 15-item, 5-point Likert scale questionnaire administered to 360 participants. Data from the departmental stores are used to examine the direct and indirect impact of advertising spending on brand loyalty. Confirmatory Factor Analysis and Structural Equation Modeling were carried out using Amos-18 to evaluate the results. The study found complex results of advertising spending on brand loyalty. The results showed insignificant direct impact of advertising spending on perceived quality and brand loyalty where as significant direct impact on customer satisfaction and store image. However, store image and perceived quality are confirmed as mediators in the relationship between advertising spending and brand loyalty. The inclusion of brand trust variable can better describe the relationship of advertising spending with brand loyalty. The results of the study highlights the value of advertising spending in building brand loyalty that suggests managers of the departmental stores should give emphasis on advertising spending and on store image that lead towards brand loyalty. It contributes to the current body of knowledge by improving the understanding of advertising spending and brand loyalty. The major contribution of this study is the comparison of theoretical model with mediating model to evaluate the effect of advertising spending on brand loyalty along store image, perceived quality and customer satisfaction.
Loyalty Programs Effectiveness
Katarzyna Szczepańska, Patryk Gawron
Foundations of Management , 2011, DOI: 10.2478/v10238-012-0044-5
Abstract: An increasing number of loyalty programs is one of the most common phenomena observed in the practice of marketing companies on the market today. Objectives and tasks of loyalty programs determine the type of use of marketing instruments affecting the attitudes and behaviours of customers, which is aimed at the program. The diversity of factors influencing the effectiveness of loyalty programs should set the scope and object of empirical research. As the results of studies to evaluate the effectiveness of loyalty programs mainly on the B2C market is diverse in terms of the criteria. This article presents the essence of loyalty programs and the factors influencing their effectiveness.
Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers  [PDF]
?erri Shp?tim
Journal of Competitiveness , 2012,
Abstract: The purpose of the study is to investigate the relationships among service quality, satisfaction, trust, and store loyalty in a retailing context. All these variables have considerable importance on store performance, measured by financial indicators or market ones. The data were collected from a sample of 258 students at two universities in Albania, during the first quarter of 2012. The items included in the survey measured the variables of the study as well as demographic characteristics of the sample. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, trust, and store loyalty, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies’ performance.
Store Loyalty, Retail Satisfaction and Competitive Resistance towards Purchase Intention
American Journal of Economics , 2012, DOI: 10.5923/j.economics.20120001.16
Abstract: Abstract This paper explores the factors that influence the consumers’ intentions towards purchasing behaviour. Specifically, the objective of this study is to determine the relationships between retail satisfaction, loyalty to the store and competitive resistance toward purchase intention among the staff of a university in the North of Malaysia. All variables were measured from developed instrument using 7-point interval scale. The exogenous variable are retail satisfactions (8 items), loyalty to the store (9 items) while endogenous variables are competitive resistance (2 items) and purchase intention (2 items). A total of 103 staffs, based on random sampling method selected from various age, gender, education and income, participated in this study. The instrument is validated using exploratory factor analysis (EFA) resulting in three similar components as the exogenous. The data was then analysed using Structural Equation Modeling (SEM). The result shows that the goodness of fit indices of structural equation model are achieved at GFI=0.915, P-value=0.087, RMSEA=0.057 and ratio (cmin/df) =1.316. The finding supports one significant direct effect in the revised model, thus supporting the hypothesis regarding store loyalty is positively related to purchase intention (β=0.961, CR=3.578, p<0.001). The structural model explains 80.7 per cent variance in purchase intention. The result is discussed in the perspective of consumers’ loyalty towards purchase intention.
The Loyalty of older people in fitness centers: Managing customers for physical activity programs  [cached]
Jerónimo García Fernández,Francisco Pires Vega
Retos : Nuevas Perspectivas de Educación Física, Deporte y Recreación , 2010,
Abstract: The fitness centers are now places where partners perform controlled physical activity, which improves their physical and mental state, and where they socialize with other partners of all ages. These centers have been typically managed by people without training in this subject and with the only interest of obtaining partners without taking into account the long-term impact. This problem, together with management problems of the center and personal problems of the members, have meant that there are high desertion rates in this type of indoor facilities, with the consequent increase in expenditure on marketing and a non-sustainable profitability. We propose a program of physical activity that could improve the rate of loyalty, being the central point of management of sports centers today, the satisfaction and loyalty to the fitness centers.
Privacy-preserving Loyalty Programs  [PDF]
Alberto Blanco-Justicia,Josep Domingo-Ferrer
Computer Science , 2014,
Abstract: Loyalty programs are promoted by vendors to incentivize loyalty in buyers. Although such programs have become widespread, they have been criticized by business experts and consumer associations: loyalty results in profiling and hence in loss of privacy of consumers. We propose a protocol for privacy-preserving loyalty programs that allows vendors and consumers to enjoy the benefits of loyalty (returning customers and discounts, respectively), while allowing consumers to stay anonymous and empowering them to decide how much of their profile they reveal to the vendor. The vendor must offer additional reward if he wants to learn more details on the consumer's profile. Our protocol is based on partially blind signatures and generalization techniques, and provides anonymity to consumers and their purchases, while still allowing negotiated consumer profiling.
Estimation of Loyalty Programmes from Customers’ Point of View: Cases of Three Retail Store Chains
Liudmila Bagdonien?,Rasa Jak?tait?
Engineering Economics , 2007,
Abstract: Long-term relationships between organization andcustomers and their loyalty become the most significantassumption of nowadays business success. To achievecustomer loyalty and enhance it loyalty programmes arecreated and implemented. It gains special importance inthose fields of activities where competition is strong andsupply is standard. But loyalty programme by itself doesnot guarantee success. Whether it reaches organization’saims first of all depends on the main thing if the programmeis beneficial to its participants. The article dealswith how loyalty programmes are estimated by Maxima,Iki and Norfos ma mena retail store chains’ customers.In the first part of the article concept of customerloyalty, essence of loyalty programme and how its valueis perceived by customer are analyzed in theoreticallevel; in the second part – results of Maxima, Iki andNorfos ma mena retail store chains’ loyalty programmecontent analysis and questionnaire investigation of customersare presented. Research shows that Maxima, Ikiand Norfos ma mena retail store chains’ loyalty programmesare closed; basis of reward (most often financial)is amount of points which depend on how muchmoney customers spend on buying goods. Similar formsof investigated retail store chains’ loyalty programmesdo not create special attractiveness which would stimulatecustomers to be loyal to certain retail store chain.Results of questionnaire investigation prove hypothesisthat through discounts investigated retail store chains’loyalty programmes more stimulate sales than enhanceloyalty. Most respondents point that participation in loyaltyprogrammes is beneficial financially but none ofthem mentioned getting emotional or social value. Itmeans that loyalty of programme participants is rational,so it can be not long-term. Almost one third of respondentsstates that declared benefit of loyalty programme isbigger than a real one. Possibility of retail store chains’loyalty programmes to grow loyal behaviour is doubtedbecause only half of respondents buy in the store in whichthey have loyalty card. Almost one third of respondentshas loyalty cards of two-three retail store chains; most ofthem do their shopping not far from their living/workplace or where goods are cheaper. Just a little bit morethan a third of Maxima LT and Iki retail store chains’loyalty programmes participants are satisfied by the servicesthey get but only half of them have intent to recommendthese programmes to people they know. Value ofloyalty programmes is doubtful even to the respondentswho do not participate in any investigated programm
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