A STUDY OF LOYALTY CARD HOLDERS SATISFACTION FOR GROCERY STORES. Anne-Françoise Audrain-Pontevia ESC Rouen School of Management 1

Size: px
Start display at page:

Download "A STUDY OF LOYALTY CARD HOLDERS SATISFACTION FOR GROCERY STORES. Anne-Françoise Audrain-Pontevia ESC Rouen School of Management 1"

Transcription

1 A STUDY OF LOYALTY CARD HOLDERS SATISFACTION FOR GROCERY STORES Anne-Françoise Audrain-Pontevia ESC Rouen School of Management 1 André Giroard ESC Rouen School of Management 2 Paper Proposal Track: Distribution channels and retailing 1 Rouen School of Management, Boulevard André Siegfried, Mont-Saint-Aignan cedex France Tel: Fax : anne-francoise.audrain@groupe-esc-rouen.fr 2 Rouen School of Management, Boulevard André Siegfried, Mont-Saint-Aignan cedex France Tel: Fax: andre.giroard@groupe-esc-rouen.fr 1

2 A STUDY OF LOYALTY CARDS HOLDERS SATISFACTION FOR GROCERY STORES Abstract This preliminary research deals with the question of loyalty card schemes for a European grocery retail channel. It aims at identifying customers loyalty card owners satisfaction s profiles customers answers to a grocery store loyalty card program are analysed. First, a principal components analysis is run on the satisfaction variables to summarize and identify the latent satisfaction dimensions contributing to customers overall s satisfaction. Five factors are found. Factors loadings analysis reveals that customers overall satisfaction for their grocery store depends upon: a) their satisfaction regarding their relationship with the retailer s personnel (two factors); b) their satisfaction for the merchandising (one factor) and c) their satisfaction for the store location and parking (one factor). T tests then permit to compare loyalty card owners versus non loyalty card owners satisfaction s profiles. The results reveal these profiles differ on three factors out of five, thus suggesting different implications. Key words : Retail Loyalty card program customers satisfaction profiles 1. Introduction Many researches have enhanced the key role of loyalty strategies. For services industries, consumer loyalty has been shown to lead to positive word of mouth (Anderson, 1998) an to increases in market shares and profits (Anderson and Sullivan, 1993 ; Rust, Zahoric and Keiningham, 1996). Over the past two decades, services companies have been pursuing loyalty programs to develop buyer-seller relationships so as to create more loyal and profitable customers. They among other things, rely on loyalty-card programs to lock customers, increase their loyalty behaviour and develop customers share of purchase and share of visit (Mägi, 2003). In the recent years many grocery stores in the Western countries have developed loyalty card based programs. However, little is known on the effects of these programs on customers. The purpose of this paper is to investigate loyalty card owners satisfaction s profiles versus non owners. It is a preliminary part of an analysis concentrating on the definition of these profiles. Our research analyses customers satisfaction on a European retail database. The paper is organized as follows; we first present the conceptual framework to account for similarities and differences among the loyalty card owners satisfaction profiles versus non card owners; we then present the methodology; lastly results are exposed and discussed. 2

3 2. Key concepts and research objectives 2.1. Research context Today, many services companies invest in consumer loyalty card programs. We find loyalty programs in almost every service industries: Rental cars, hotels, gas station, grocery stores, airlines companies etc. The reason for this is that loyal customers buy more, pay premium prices and create positive word of mouth. Satisfaction loyalty defensive strategies have been shown to be profitable for services companies (Reichheld and Sasser,1990 ; Rust, Moorman and Dickson, 2002). They are now at the very hart of their marketing strategies and practices. In the retail sector, loyalty card programs are now commonplace in Europe and almost show signs of maturity (Ziliani and Bellini, 2004). In England for example, more than half of adults own loyalty cards and about 80% of households currently use at least one card from a major grocery retailer (Davis, 1998). Though they appear to be controversial (Davies, 1998, Wright and Sparks, 1999, Rubach, 2002), only a few academic researches have been undertaken on loyalty schemes to date. As Lewis (2004) puts it, researchers studying loyalty programs have mainly concentrated on the effects of delayed incentives on consumer decision (Kivetz and Simonson, 2002); proposed models to understand loyalty programs impact (Kopalle and Neslin, 2003 ; Lewis, 2004); or investigated on the consumers subscribing to a loyalty programs demographics (Davies, 1998). Others (De Wulf, Oderkerken-Schröder, de Cannière and Van Oppen, 2002) focused on the identification of the levers driving consumers to participate in these programs; or on their consequences on share of wallet and share of purchase (Mägi, 2003). Kumar and Rao (2003) investigated the effect of loyalty card programs on supermarket prices. To our knowledge, no research has studied loyalty card subscribers satisfaction profiles, in spite of its interest. Does the participation to a loyalty-card program impacts customers overall satisfaction? Do customers loyalty card owners have a different satisfaction profile than non owners? This preliminary research intends to answer these questions. An important European grocery retailer data-base is studied. The research hypotheses and methodology are the following Research hypotheses Meyer-Waarden and Benavent (2001) identify three possible objectives driving loyalty programs. According to them, they may aim at : a) enhancing the buyer-seller relation; b) increasing the number of transactions; c) locking the customer to the company (the product, the brand etc.). In all these three cases, consumer satisfaction appears to be a key construct which the company seeks to reinforce to increase customers loyalty. It has indeed been shown that consumer satisfaction is a prerequisite to the buyer-seller relationship s continuity. Consumer satisfaction has also been shown to be positively linked to repurchase intentions and behaviour (Oliver, 1981 ; Anderson, Fornell and Lehman, 1994). In retail, Mägi (2003) showed that consumer satisfaction has a positive effect on share of purchase and share of visits in primary grocery stores. Weir (2001) also showed that consumer satisfaction is crucial for consumer s store choice. Based on this, we assume that consumers participating in a loyalty program reinforce their satisfaction towards the company. We can hypothesize that, for the grocery retailer we study: Customers participating in the loyalty-card program will have a higher overall satisfaction level than customers who are not participating in the loyalty-card program 3

4 (H1). We also assume, in line with the first satisfaction-loyalty program objective (to create a buyer-seller relationship) that: Customers participating in the loyalty-card program will have a higher satisfaction on relational variable than customers who are not participating in the loyalty-card program (H2). 3. Research methodology To test our hypotheses, we use a large scale data-base customers of a European grocery retailer were interviewed in year Interviewees covered more than fifty different grocery stores and were chosen on the basis of quotas to match the original population characteristics. The customers were face-to-face interviewed between January and May 2000 in their grocery store, just after having paid % of the interviewed were then subscribing to a grocery store loyalty card program. The grocery store card gave them the opportunity to access to special in-store promotions as well as to financial incentives. The survey questionnaire has been developed on the basis of a preliminary qualitative analysis. Three focus groups were realized to identify the attributes leading to customers overall satisfaction for their grocery retailer. A content analysis and expert advice lead to the definition of a list of attributes contributing to customers overall satisfaction for their grocery store. Attributes describe relational variables (cashier, after sale service etc.), but also products, merchandising, price and promotions. Customers were interviewed on their overall and detailed satisfaction judgments for their primary grocery store. They reported their judgments on Likert scales. To test our two first hypotheses, we ran a principal components analysis. This enabled to reduce the dimensionality of the satisfaction data and to discover the underlying satisfaction dimensions. All the satisfaction items were included in the principal components analysis but the overall satisfaction evaluation. After interpretation of the principal components analysis factors, we ran t tests to compare means and to assess whether been a loyalty card owner versus non owner accounts for significant variances on the underlying satisfaction factors. In view of the principal components analysis factors independence, taken as dependant variables in our analysis, we did not run a multi analysis of variance (MANOVA) but several t-tests. The results of our analysis are the following. 4. Results and implications 4.1. Principal components analysis Before running the principal components analysis, we checked the pertinence of this method for our data. We ran the Bartlett s test of sphericity and the Kaiser-Meyer-Olkin measure of sampling adequacy. Both of them reveal to be good (the Bartlett s test is significant at a 0.10 level, and Kaiser-Meyer-Olkin s value is of 0,94). Therefore, we ran the principal components analysis. Five factors accounting for 60,69% of the variance are found. Factors with eigenvalues of one or higher are retained. Respectively 39,16%; 7,60%; 5,96%; 4,47% and 4,37% of the variance is explained by each factor. To interpret these factors, we examine the factor loadings (or correlations between each of the original variables and the newly extracted factor). 4

5 This reveals that the first factor can be interpreted as a customer overall satisfaction factor: loadings between this factor and all the original variables are high. The examination of the second factor loadings reveals it corresponds to customers satisfaction towards the relationship they experience with the seller. More precisely, variables having high loadings here express customers satisfaction for their relationship with the cashier (on criterion such as consideration, courtesy). The third factor has strong loadings with variables defining customers satisfaction for the store location and parking accessibility. This factor can be considered as a pre-buying factor. The fourth factor also deals with the customer s grocery store personnel (but the cashier). It deals with the personnel s in-store availability and competence and expresses customers satisfaction regarding the relationship they have with in-store personnel. Last, the fifth factor deals with customers satisfaction for the product display and information. The principal components analysis results show that customers satisfaction for their grocery store is a multidimensional construct. It also underlines the importance of the buyerseller relationships to create customer s overall satisfaction. Two factors, representing 12,07% of the variance account for the buyer-seller relationship. This results encourage retailers to enhance buyer-seller contacts. The analysis also show consumers are sensitive to the grocery-store location and to the product merchandising. Here, price and promotions, which have been identified in the qualitative analysis as contributing to overall satisfaction, do not account for much of the overall satisfaction, which is quiet counter-intuitive. Interesting also, the results show that customers satisfaction for their grocery store can be thought of in terms of pre-buying (third factor), buying (fourth and fifth factor), and post-buying (second factor). In other words, customers overall satisfaction can be analyzed in terms of the chronology of the buying process T-tests The results show some differences between loyalty card programs subscribers versus non subscribers on three factors out of five. T-tests reveal that the null hypothesis cannot be accepted (at a <.5 level) in three cases (cf. Table 1.). The results prove that customers average level of overall satisfaction (first factor) differs significantly whether customers have a loyalty card or not (cf. Table 1.). Customers average level of satisfaction is higher for customers having a loyalty card than for the no members. This supports our first hypothesis (H1). The results also reveal that loyalty card owners have a higher level of average satisfaction with the cashier than non loyalty card owners (cf. Table 1.). However, H2 cannot be considered as fully supported since our results show that loyalty card members haven t a significantly different average level of satisfaction than non loyalty card members on the third factor (cf. Table 1.), expressing customers satisfaction regarding their relationships with in-store personnel. 5

6 T-TESTS RESULTS FACTOR GROUP* MEANS F Sig ,02 68,273 0,00 2-0, ,01 5,760 0, , ,00 1,294 0,255** 2 0, ,00 0,974 0,324** 2 0, ,02 77,395 0,00 2 0,13 * 1 : loyalty card owner / 2 : loyalty card non owner. ** : Non significant Table 1. Thus, though loyalty programs try to build buyer-seller relationships in grocery store, our results show that the satisfaction with the in-store personnel is perceived equally in the two populations. This might be explained by the fact that, most of the time in grocery stores, very few people interact with in-store personnel (but with the cashier). This may also be explained by the fact the merchandising is good enough to help loyalty-card members to identify promotions, good quality products, specific brands and target prices etc. Here, instore personnel does not make the difference. The analysis also reveal that there is a significant difference between card-holders versus non-card holders on the fifth merchandising factor (cf. Table 1). The average level of satisfaction for the merchandising differs significantly between the two populations. Our results thus suggest the existence of two different satisfaction profiles, whether one considers loyalty card members versus non loyalty card members. Card holders appear to be more sensitive to some relational aspects (relation with the cashier) and to merchandising than non holders. This suggest the studied grocery stores should invest more on personnel to make customers more loyal. This also suggest they should be very careful to the merchandising to increase loyalty card members overall satisfaction. 5. Conclusion In conclusion, this preliminary research lead to the identification of two different satisfaction profiles: Loyalty card owners cannot be considered as having the same level of overall satisfaction and the same satisfaction profile than non loyalty card members. This study also gives a picture of customers grocery store satisfaction profile. Five factors have been identified and described. More work is now needed to increase our results external validity. Research is also needed to identify other variables which may account for differences in satisfaction profiles between the two populations we studied. 6

7 References Anderson, E.W., Fornell, C., Lehman, D.R.? Customer satisfaction, market share and profitability: Findings from Sweeden. Journal of Marketing 58 (3), Anderson E.W., M., Sullivan M.W., 1993 The antecedents and consequences of customer satisfaction for firms Marketing Science, vol. 12, Davies, G., Loyalty cards can erode loyalty. Only customer relationship programmes can build it. Oxirm20, De Wulf, K., Oderkerken-Schröder, G., De Cannière, M-H., Van Oppen, C., What drives consumer participation to loyalty programs? A conjoint analytical approach. Working paper. Kivetz, R., Simonson, I., Earning the right to induldge: Efforts as a determinant of customer preferences toward frequency program rewards. Journal of Marketing Research 39 (3), Kopalle, P., Neslin, S.A., The economic viability of frequency reward programs in strategic competitive environments. Review of Marketing Science. Lewis, M., The influence of loyalty programs and short-term promotions on customer retention. Journal of Marketing Research Meyer-Waarden, L., Benavent, C., Programmes de fidélisation: Stratégies et pratiques, Actes du 17 ème Congrès International de l Association Française du Marketing (AFM) Deauville CD-Rom. Mägi, A.W., Share of wallet in retailing: The effects of customer satisfaction, loyalty cards and shopper characteristics. Journal of Retailing 79, Oliver, R.L.,1981. Measurement and evaluation of satisfaction process in retail settings. Journal of Retailing 57 (3), Oliver, R.L., Satisfaction: A Behavioral Perspective on the Consumer. Mc Graw-Hill International Editions. Reichheld, F.F., Sasser, W.E. Jr., Zero defection: Quality comes to services. Harvard Business Review, sep-oct, Rubach, E., 2002 Loyalty cards vs. price cuts: Which is more persuasive? Precision Marketing February 15, 2. Rust, R., Zahoric, A.J., Keiningham, T.L., 1996, Return on quality (ROQ): Making service quality financially accountable. Journal of Marketing 59 (2),

8 Rust, R.T., Moorman, C.Y., Dickson, P.R., Getting return on quality: -revenue expansion, cost reduction, or both? Journal of Marketing 66, Weir, T., The demand satisfaction, Supermarket Business 56 (6), 4. Wright, C., Sparks, L., Loyalty saturation in retailing: Exploring the end of retail loyalty cards?, International Journal of Retail and Distribution Management 27 (10), Ziliani, C., Bellini, S., From loyalty cards to micro-marketing strategies: Where is Europe s retail industry heading? Journal of Targeting, Measurement and Analysis for Marketing 12 (3),

Dr. Virendra Chavda. Abstract:

Dr. Virendra Chavda. Abstract: ISSN No. 0974-035X An Indexed Refereed Journal of Higher Education Towards Excellence UGC-ACADEMIC STAFF COLLEGE, GUJARAT UNIVERSITY, AHMEDABAD, INDIA A STUDY ON ATTRIBUTES INFLUENCING SELECTION OF SHOPPING

More information

A Study on Brand Loyalty in Retail Segment with special focus on Pantaloons

A Study on Brand Loyalty in Retail Segment with special focus on Pantaloons Volume 10 Issue 5, November 2017 A Study on Brand Loyalty in Retail Segment with special focus on Pantaloons Deepa Vyas Assistant Professor GLS University Ahmedabad Siddharajsinh D Parmar Student MBA-

More information

FACTORS INFLUENCING CUSTOMERS SATISFACTION TOWARDS SERVICE RENDERED BY ORGANISED FOOD & GROCERY OUTLETS

FACTORS INFLUENCING CUSTOMERS SATISFACTION TOWARDS SERVICE RENDERED BY ORGANISED FOOD & GROCERY OUTLETS FACTORS INFLUENCING CUSTOMERS SATISFACTION TOWARDS SERVICE RENDERED BY ORGANISED FOOD & GROCERY OUTLETS Dr.D.Padma Head Department of B.Com (ABA) Sree Saraswathi Thyagaraja College, Pollachi (TK) Coimbatore

More information

AN INVESTIGATING INTO CUSTOMER SATISFACTION, CUSTOMER COMMITMENT AND CUSTOMER TRUST: A STUDY IN INDIAN BANKING SECTOR

AN INVESTIGATING INTO CUSTOMER SATISFACTION, CUSTOMER COMMITMENT AND CUSTOMER TRUST: A STUDY IN INDIAN BANKING SECTOR AN INVESTIGATING INTO CUSTOMER SATISFACTION, CUSTOMER COMMITMENT AND CUSTOMER TRUST: A STUDY IN INDIAN BANKING SECTOR Dr. Sandip Ghosh Hazra, Head of the Department, Humanities & Management, Birla Institute

More information

Interrelationship of Experiential Marketing on Shopping Involvement: An Empirical Investigation in Organized Retailing

Interrelationship of Experiential Marketing on Shopping Involvement: An Empirical Investigation in Organized Retailing Interrelationship of Experiential Marketing on Shopping Involvement: An Empirical Investigation in Organized Retailing Ashutosh Nigam Associate Professor, Vaish College of Engineering Rohtak, Haryana,

More information

Empirical Analysis of the Factors Affecting Online Buying Behaviour

Empirical Analysis of the Factors Affecting Online Buying Behaviour DOI : 10.18843/ijms/v5i3(6)/08 DOIURL :http://dx.doi.org/10.18843/ijms/v5i3(6)/08 Empirical Analysis of the Factors Affecting Online Buying Behaviour Dr. Swati Sachdeva Khosla, Research Associate, UIAMS,

More information

CHAPTER 3 RESEARCH METHODOLOGY. This chapter provides an overview of the methodology used in this research. The use

CHAPTER 3 RESEARCH METHODOLOGY. This chapter provides an overview of the methodology used in this research. The use CHAPTER 3 RESEARCH METHODOLOGY 3.1 INTRODUCTION This chapter provides an overview of the methodology used in this research. The use of appropriate methodology forms the basis for a research so that scientifically

More information

Measuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model

Measuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model 2015, TextRoad Publication ISSN 2356-8852 Journal of Social Sciences and Humanity Studies www.textroad.com Measuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model Seyed Abdullah

More information

A Study on Buyer Behaviour and Brand Loyalty of Toilet Soaps in Perambalur Town (Tamil Nadu)

A Study on Buyer Behaviour and Brand Loyalty of Toilet Soaps in Perambalur Town (Tamil Nadu) A Study on Buyer Behaviour and Brand Loyalty of Toilet Soaps in Perambalur Town (Tamil Nadu) Dr. R.Varadharajan, Assistant Professor, Department of Mathematics, SRM University, Kattankulathur 603203, Tamilnadu,

More information

Journal of Advance Management Research, ISSN: A Study of the Impact of Loyalty Program Membership on the Value

Journal of Advance Management Research, ISSN: A Study of the Impact of Loyalty Program Membership on the Value A Study of the Impact of Loyalty Program Membership on the Value Perception and Purchase Intention of Members Dr. Rahela Farooqi Professor Centre for Management Studies, Jamia Millia Islamia,New Delhi

More information

Financial Performance. Skander Esseghaier Koc University

Financial Performance. Skander Esseghaier Koc University Customer Metrics and Their Impact on Financial Performance Skander Esseghaier Koc University The Importance of Customers 2 The Gap Source:Ittner and Larcker Non-financial Performance Measures: What Works

More information

Brand Image, Satisfaction, and Brand Loyalty - How Effective Are They in the Automotive Industry Market Share

Brand Image, Satisfaction, and Brand Loyalty - How Effective Are They in the Automotive Industry Market Share Brand Image, Satisfaction, and Brand Loyalty - How Effective Are They in the Automotive Industry Market Share Dilek Çetin 1 Aslı Kuşçu 2* Dilek Sağlık Özçam 1 Yusuf Can Erdem 1 1. Department of Business

More information

Using Factor Analysis Tool to Analyze the Important Packaging Elements that Impact Consumer Buying Behavior

Using Factor Analysis Tool to Analyze the Important Packaging Elements that Impact Consumer Buying Behavior Using Factor Analysis Tool to Analyze the Important Packaging Elements that Impact Consumer Buying Behavior Vjollca Visoka Hasani Assistant Professor at AAB University, Prishtina, Kosovo Email: vjollca.hasani@universitetiaab.com

More information

A STUDY ON FACTORS INFLUENCING THE BRAND LOYALTY OF BATH SOAP USERS IN ERODE

A STUDY ON FACTORS INFLUENCING THE BRAND LOYALTY OF BATH SOAP USERS IN ERODE A STUDY ON FACTORS INFLUENCING THE BRAND LOYALTY OF BATH SOAP USERS IN ERODE Dr. S. BHUVANESWARI Assistant Professor of Commerce, Sri G. V. G. Visalakshi College for Women (Autonomous), Udumalaipettai.

More information

THE EFFECTIVENESS OF LOYALTY PROGRAM TOWARDS CUSTOMER LOYALTY

THE EFFECTIVENESS OF LOYALTY PROGRAM TOWARDS CUSTOMER LOYALTY Advances in Business Research International Journal THE EFFECTIVENESS OF LOYALTY PROGRAM TOWARDS CUSTOMER LOYALTY Mohammad Zaim Mohd Salleh 1, Nor Sara Nadia Muhamad Yunus 2, Nadiah Maisarah Abdul Ghani

More information

STUDY ON CUSTOMER PERCEPTION TOWARDS PERFORMANCE OF EQUITY TRADING AT INDIA INFO LINE- TIRUNELVELI

STUDY ON CUSTOMER PERCEPTION TOWARDS PERFORMANCE OF EQUITY TRADING AT INDIA INFO LINE- TIRUNELVELI STUDY ON CUSTOMER PERCEPTION TOWARDS PERFORMANCE OF EQUITY TRADING AT INDIA INFO LINE- TIRUNELVELI M.S.Manikandan 1, S.M.Shahul Hameed 2 1 Assistant Professor, Dept of Management Studies, S.Veerasamy Chettiar

More information

Factors Contributing to Customer Loyalty Towards Telecommunication Service Provider

Factors Contributing to Customer Loyalty Towards Telecommunication Service Provider Available online at www.sciencedirect.com Procedia - Social and Behavioral Sciences 40 ( 2012 ) 282 286 The 2012 International Conference on Asia Pacific Business Innovation & Technology Management Factors

More information

Customer Segmentation: The Concepts of Trust, Commitment and Relationships

Customer Segmentation: The Concepts of Trust, Commitment and Relationships Abstract Research Journal of Management Sciences ISSN 2319 1171 Customer Segmentation: The Concepts of Trust, Commitment and Relationships Eze Jude O. 1 and Ugwuanyi Uche B. 2 1 Department of Marketing,

More information

MEASUREMENT OF DISCONFIRMATION IN ONLINE PURCHASING BEHAVIOR

MEASUREMENT OF DISCONFIRMATION IN ONLINE PURCHASING BEHAVIOR MEASUREMENT OF DISCONFIRMATION IN ONLINE PURCHASING BEHAVIOR Chinho Lin, Institute of Information Management of National Cheng Kung University, Taiwan R.O.C. Email: linn@mail.ncku.edu.tw Yu-Huei Wei, Department

More information

Study of Brand Equity & its components in a Tertiary Care Super Specialty Teaching Hospital

Study of Brand Equity & its components in a Tertiary Care Super Specialty Teaching Hospital IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668. Volume 18, Issue 2.Ver. I (Feb. 2016), PP 15-21 www.iosrjournals.org Study of Brand Equity & its components in a

More information

A STUDY ON FACTORS THAT DRIVE SATISFACTION AMONG ORGANIZATIONAL USERS OF WATER TREATMENT PLANT

A STUDY ON FACTORS THAT DRIVE SATISFACTION AMONG ORGANIZATIONAL USERS OF WATER TREATMENT PLANT Volume 6, Issue 10 (October, 2017) UGC APPROVED Online ISSN-2277-1166 Published by: Abhinav Publication Abhinav National Monthly Refereed Journal of Research in A STUDY ON FACTORS THAT DRIVE SATISFACTION

More information

Drivers of customer store choice behavior

Drivers of customer store choice behavior ERASMUS UNIVERSITY ROTTERDAM Drivers of customer store choice behavior Acquisition and retention of loyal customers Borsje, M.V. Erasmus School of Economics and Business Economics Supervised by: Name:

More information

Mediating influence on customer loyalty

Mediating influence on customer loyalty Mediating influence on customer loyalty Mei-Lien Li Lynn University Robert Green Lynn University ABSTRACT In this study, the focus is on customer loyalty, and the antecedents of perceived value, and the

More information

SERVICE QUALITY DIMENSIONS AND BEHAVIOURAL INTENTIONS OF RELIANCE FRESH

SERVICE QUALITY DIMENSIONS AND BEHAVIOURAL INTENTIONS OF RELIANCE FRESH 42 SERVICE QUALITY DIMENSIONS AND BEHAVIOURAL INTENTIONS OF RELIANCE FRESH DR. RAJKUMAR*; MISS PRIYANKA** Associate Professor in IMSAR (MDU) Assistant Professor in BLS (GGSIPU) Nowadays all the companies

More information

The Effect of Relationship Satisfaction in Customer Loyalty: Case Study of Moroccan Agri-Food Industries

The Effect of Relationship Satisfaction in Customer Loyalty: Case Study of Moroccan Agri-Food Industries International Journal of Business and Social Science Vol. 4 No. 11; September 2013 The Effect of Relationship Satisfaction in Customer Loyalty: Case Study of Moroccan Agri-Food Industries Laila Ouhna National

More information

Identifying Strategic Factors of Service Quality in Organized Retail Sector

Identifying Strategic Factors of Service Quality in Organized Retail Sector Identifying Strategic Factors of Service Quality in Organized Retail Sector Dr. R. R. Chavan School of Management Studies North Maharashtra University, Jalgaon Prof. Anil Dongre School of Management Studies

More information

IMPACT OF BILLBOARDS ADVERTISEMENTS ON CONSUMER S BELIEFS: A STUDY

IMPACT OF BILLBOARDS ADVERTISEMENTS ON CONSUMER S BELIEFS: A STUDY IMPACT OF BILLBOARDS ADVERTISEMENTS ON CONSUMER S BELIEFS: A STUDY Mr. Anil Kumar Asst. Prof. CBS Group of Institutions Fetehpuri, Jhajjar (Haryana) ABSTRACT The purpose of this study was to determine

More information

The Relationship Between Revenue Management and Profitability - A Proposed Model

The Relationship Between Revenue Management and Profitability - A Proposed Model Journal of Business Studies Quarterly 2016, Volume 7, Number 4 ISSN 2152-1034 The Relationship Between Revenue Management and Profitability - A Proposed Model Abeer Mohamed School of Accounting and Law,

More information

AN EMPIRICAL INVESTIGATION OF THE COMPONENTS OF QUALITY SERVICE OPERATIONS: A B2B ANALYSIS

AN EMPIRICAL INVESTIGATION OF THE COMPONENTS OF QUALITY SERVICE OPERATIONS: A B2B ANALYSIS AN EMPIRICAL INVESTIGATION OF THE COMPONENTS OF QUALITY SERVICE OPERATIONS: A B2B ANALYSIS Kristen Bell DeTienne Brigham Young University, 590 TNRB, Provo, UT 84602, HKristen_DeTienne@byu.eduH 801-422-4189

More information

*Zahra Ghorbani Nasrollahabadi and Marhamat Hematpour Rasht Branch, Islamic Azad University, Rasht, Iran *Author for Correspondence

*Zahra Ghorbani Nasrollahabadi and Marhamat Hematpour Rasht Branch, Islamic Azad University, Rasht, Iran *Author for Correspondence STUDYING THE EFFECTS OF TRUST, QUALITY OF THE SERVICES AND THE VALUE OF THE SERVICES ON CUSTOMERS' SATISFACTIONAND LOYALTY (CASE STUDY: IRAN INSURANCE CO. OF RASHT CITY) *Zahra Ghorbani Nasrollahabadi

More information

[Praveena*, 4.(11): November, 2015] ISSN: (I2OR), Publication Impact Factor: 3.785

[Praveena*, 4.(11): November, 2015] ISSN: (I2OR), Publication Impact Factor: 3.785 IJESRT INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY IMPACT OF BRAND LOYALTY ON RETAIL BUYING BEHAVIOUR IN HYDERABAD Mrs. P. Lalitha Praveena* * Assistant Professor, Department of

More information

The Relationship between Perceived Service Quality and Fishermen Satisfaction

The Relationship between Perceived Service Quality and Fishermen Satisfaction The Relationship between Perceived Service Quality and Fishermen Satisfaction Praveena Thevisuthan 1* Kurukulasingam Tharjanan 2 1. Department of Business and Management Studies, Faculty of Communication

More information

Int. J. Pharm. Sci. Rev. Res., 30(2), January February 2015; Article No. 38, Pages:

Int. J. Pharm. Sci. Rev. Res., 30(2), January February 2015; Article No. 38, Pages: Research Article Service Quality Perception with Reference to Pharmaceutical Industry Dr. T. Vijayakumar* Assistant Professor (Selection Grade), Head-Systems, Faculty of Management, SRM University, Kattankulathur,

More information

We are IntechOpen, the world s leading publisher of Open Access books Built by scientists, for scientists. International authors and editors

We are IntechOpen, the world s leading publisher of Open Access books Built by scientists, for scientists. International authors and editors We are IntechOpen, the world s leading publisher of Open Access books Built by scientists, for scientists 3,500 108,000 1.7 M Open access books available International authors and editors Downloads Our

More information

Trust, Image and Association, affecting loyalty towards telecom service providers in India: A study on BSNL

Trust, Image and Association, affecting loyalty towards telecom service providers in India: A study on BSNL 41 Trust, Image and Association, affecting loyalty towards telecom service providers in India: A study on BSNL Vivek Agrawal, Research Scholar, GLA University, Mathura, U.P,India. Vikas Tripathi, Associate

More information

Yuksel KOKSAL & Oelda SPAHIU

Yuksel KOKSAL & Oelda SPAHIU THE EFFECT OF SALES PROMOTIONS ON BRAND PREFERENCE: A CASE OF ALBANIAN GSM COMPANIES Yuksel KOKSAL & Oelda SPAHIU Abstract Sales promotions have been growth since 1960 and today it has become one of the

More information

AN EMPIRICAL STUDY ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN PRIVATE SECTOR BANKS IN TAMILNADU

AN EMPIRICAL STUDY ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN PRIVATE SECTOR BANKS IN TAMILNADU AN EMPIRICAL STUDY ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN PRIVATE SECTOR BANKS IN TAMILNADU B.THIAGARAJAN MBA.,M.Phil., MLM.,M.Phil., M.Com., Associate Professor & Head, Department of Management Studies

More information

Author please check for any updations

Author please check for any updations The Relationship Between Service Quality and Customer Satisfaction: An Empirical Study of the Indian Banking Industry Sunayna Khurana* In today s intense competitive business world, the customer is educated

More information

CUSTOMER TO CONSUMER: ATTITUDINAL AND BEHAVIOURAL LOYALTY

CUSTOMER TO CONSUMER: ATTITUDINAL AND BEHAVIOURAL LOYALTY CUSTOMER TO CONSUMER: ATTITUDINAL AND BEHAVIOURAL LOYALTY Dr. Neetu Kumari, Assistant Professor, Department of Commerce, Udhampur Campus, University of Jammu, India Sandeep Patyal, Project Fellow, Department

More information

AN EMPIRICAL STUDY ON CUSTOMER SATISFACTION AND RETENTION IN PRINTING PRESS, CHENNAI

AN EMPIRICAL STUDY ON CUSTOMER SATISFACTION AND RETENTION IN PRINTING PRESS, CHENNAI AN EMPIRICAL STUDY ON CUSTOMER SATISFACTION AND RETENTION IN PRINTING PRESS, CHENNAI 1 G.KARTHIK, MBA, Student, Saveetha School of Management. 2 Mr.WILLIAM ROBERT, Assistant professor, Saveetha School

More information

HOW PRODUCT QUALITY AND CORPORATE IMAGE AFFECT CUSTOMER LOYALTY: AN EMPIRICAL STUDY

HOW PRODUCT QUALITY AND CORPORATE IMAGE AFFECT CUSTOMER LOYALTY: AN EMPIRICAL STUDY HOW PRODUCT QUALITY AND CORPORATE IMAGE AFFECT CUSTOMER LOYALTY: AN EMPIRICAL STUDY 1 JONIDA XHEMA, 2 HASAN METIN 1,2 University for Business and Technology, Kosovo E-mail: 1 jonida.xhema@ubt-uni.net,

More information

The Perceived Quality of Store Brands: The Effect of Price Promotion and Quality Guarantees

The Perceived Quality of Store Brands: The Effect of Price Promotion and Quality Guarantees International Journal of Marketing Studies; Vol. 7, No. 4; 2015 ISSN 1918-719X E-ISSN 1918-7203 Published by Canadian Center of Science and Education The Perceived Quality of Store Brands: The Effect of

More information

A STUDY OF FACTORS AFFECTING SATISFACTION OF MICROMAX MOBILE PHONE CUSTOMERS, IN BANGALORE, INDIA

A STUDY OF FACTORS AFFECTING SATISFACTION OF MICROMAX MOBILE PHONE CUSTOMERS, IN BANGALORE, INDIA A STUDY OF FACTORS AFFECTING SATISFACTION OF MICROMAX MOBILE PHONE CUSTOMERS, IN BANGALORE, INDIA PUNNAKKAL SILSON WILSON Abstract: The purpose of this research is to examine factors affecting the satisfaction

More information

2017 International Conference on Economics, Management Engineering and Marketing (EMEM 2017) ISBN:

2017 International Conference on Economics, Management Engineering and Marketing (EMEM 2017) ISBN: 2017 International Conference on Economics, Management Engineering and Marketing (EMEM 2017) ISBN: 978-1-60595-502-5 A Study on Price Perception, Order Fulfillment, Online Relational Selling Behavior and

More information

Customers Retail Bank Selection Criteria in South Africa

Customers Retail Bank Selection Criteria in South Africa ISSN -1905 (Paper) ISSN -839 (Online) Vol.6, No.3, 014 Customers Retail Bank Selection Criteria in South Africa Allexander Muzenda Department of Research and Publications, Regenesys Business School; South

More information

Customer Service Quality and Satisfaction: A Comparative study of Public and Private sector Banks

Customer Service Quality and Satisfaction: A Comparative study of Public and Private sector Banks EUROPEAN ACADEMIC RESEARCH Vol. IV, Issue 3/ June 2016 ISSN 2286-4822 www.euacademic.org Impact Factor: 3.4546 (UIF) DRJI Value: 5.9 (B+) Customer Service Quality and Satisfaction: A Comparative study

More information

Relationship between multiple CRM activities in retail and customer performance: The moderating effects of brand loyalty and variety seeking behavior

Relationship between multiple CRM activities in retail and customer performance: The moderating effects of brand loyalty and variety seeking behavior Vol. 2 No. 2 (2018) 37 52 2018 Author Relationship between multiple CRM activities in retail and customer performance: The moderating effects of brand loyalty and variety seeking behavior Yuichiro Hidaka

More information

Impact of Service Quality of Short Messaging Service on Customers Retention; an Empirical Study of Cellular Companies of Pakistan

Impact of Service Quality of Short Messaging Service on Customers Retention; an Empirical Study of Cellular Companies of Pakistan Impact of Service Quality of Short Messaging Service on Customers Retention; an Empirical Study of Cellular Companies of Pakistan Zulfqar Ahmad Assistant Professor: Hailey College of Commerce, University

More information

Examine the Effects of Customer Satisfaction on Customer Loyalty: An Empirical Study in the Healthcare Insurance Industry in Hong Kong

Examine the Effects of Customer Satisfaction on Customer Loyalty: An Empirical Study in the Healthcare Insurance Industry in Hong Kong British Journal of Economics, Management & Trade 4(3): 372-399, 2014 SCIENCEDOMAIN international www.sciencedomain.org Examine the Effects of Customer Satisfaction on Customer Loyalty: An Empirical Study

More information

Strategic Planning & Marketing. Eric N. Berkowitz, PhD

Strategic Planning & Marketing. Eric N. Berkowitz, PhD 1 Strategic Planning & Marketing Eric N. Berkowitz, PhD 2 Learning Objectives Develop a differential advantage Understand the perspective of market based planning & the meaning of marketing Recognize need

More information

REASONS BEHIND CONSUMERS SWITCHING BEHAVIOR TOWARDS MOBILE NETWORK OPERATORS: A STUDY CONDUCTED IN WESTERN PART OF RURAL WEST BENGAL

REASONS BEHIND CONSUMERS SWITCHING BEHAVIOR TOWARDS MOBILE NETWORK OPERATORS: A STUDY CONDUCTED IN WESTERN PART OF RURAL WEST BENGAL REASONS BEHIND CONSUMERS SWITCHING BEHAVIOR TOWARDS MOBILE NETWORK OPERATORS: A STUDY CONDUCTED IN WESTERN PART OF RURAL WEST BENGAL Debarun Chakraborty, Assistant Professor, Department of Management &

More information

IJMDRR E- ISSN Research Paper Impact Factor

IJMDRR E- ISSN Research Paper Impact Factor MEASURING CUSTOMER BASED BRAND EQUITY: EMPIRICAL EVIDENCE FROM TEXTILE MARKET IN MAJOR CITIES OF TAMILNADU Mr. S. Mahalingam Assistant Professor, Dept. of Management Studies, CK College of Engineering

More information

MARKETING FACTORS AFFECTING CUSTOMER SATISFACTION AND LOYALTY: A CASE STUDY OF THAI FOOD SUPPLIER IN BANGKOK

MARKETING FACTORS AFFECTING CUSTOMER SATISFACTION AND LOYALTY: A CASE STUDY OF THAI FOOD SUPPLIER IN BANGKOK 39 MARKETING FACTORS AFFECTING CUSTOMER SATISFACTION AND LOYALTY: A CASE STUDY OF THAI FOOD SUPPLIER IN BANGKOK Sumit Kumar Bhalla* Tin Zar Lwin* ABSTRACT Food sector in Thailand is growing and reaching

More information

Service Quality, Satisfaction and Behavioral Intentions Aspects across Different States in Retailing

Service Quality, Satisfaction and Behavioral Intentions Aspects across Different States in Retailing Service Quality, Satisfaction and Behavioral Intentions Aspects across Different States in Retailing Dr. Ajmer Singh Faculty in Marketing, Kurukshetra University Regional Centre Jind, Haryana, India E-mail:

More information

Polypropylene Resin Supplier Customer Value & Loyalty Benchmarking Study

Polypropylene Resin Supplier Customer Value & Loyalty Benchmarking Study Polypropylene Resin Supplier Customer Value & Loyalty Benchmarking Study 2016 Metrics to Manage the Customer Experience Tel: (001) 816-364-6200 Fax: (001) 816-364-3606 www.mastio.com OVERVIEW Mastio &

More information

EXAMINING THE RELATIONSHIPS BETWEEN E-SERVICE QUALITY, PERCEIVED VALUE, AND CUSTOMER LOYALTY

EXAMINING THE RELATIONSHIPS BETWEEN E-SERVICE QUALITY, PERCEIVED VALUE, AND CUSTOMER LOYALTY EXAMINING THE RELATIONSHIPS BETWEEN E-SERVICE QUALITY, PERCEIVED VALUE, AND CUSTOMER LOYALTY Minjoon Jun Department of Management (MSC 3DJ), College of Business, New Mexico State University, Las Cruces,

More information

Determining and Recognizing the Criteria for Market Segmentation of Motor Oil Based on Sought Purchase benefits Approach (Case Study: Isaco Motor Oil)

Determining and Recognizing the Criteria for Market Segmentation of Motor Oil Based on Sought Purchase benefits Approach (Case Study: Isaco Motor Oil) Determining and Recognizing the Criteria for Market Segmentation of Motor Oil Based on Sought Purchase benefits Approach (Case Study: Isaco Motor Oil) Sajad Akbari Ghanjeh Department of marketing Management,

More information

Best Practices in Contractor Loyalty Programs 2015

Best Practices in Contractor Loyalty Programs 2015 BUSINESS ASSESSMENT AND OUTLOOK FROM PRINCIPIA Best Practices in Contractor Loyalty Programs 2015 Exterior Building Products The gold standard for information and insights in the building products industry

More information

[Subramanyam 5(8): August 2018] ISSN DOI /zenodo Impact Factor

[Subramanyam 5(8): August 2018] ISSN DOI /zenodo Impact Factor GLOBAL JOURNAL OF ENGINEERING SCIENCE AND RESEARCHES IMPACT OF SALES PERSON ON CUSTOMER PURCHASE: A STUDY ON ORGANISED RETAILING Dr. P. Subramanyam 1 & K. Bhaskar 2 *1, Head, Department of MBA, AITS, Rajampet,

More information

*Corresponding Author

*Corresponding Author Brand Awareness Impact on Brand Association and Loyalty for Customers and Non-customers * Nazar Hussain 1, Imtiaz Ali 1, Sohail Ahmed 2, Nazir Ahmed 3 1 Quaid-e- AwamUniversity, Nawabshah 2 Shah Abdul

More information

E-LOYALTY AMONG RURAL CUSTOMERS: EXAMINING THE ROLE OF TRUST, CONVENIENCE AND FREQUENCY OF USE

E-LOYALTY AMONG RURAL CUSTOMERS: EXAMINING THE ROLE OF TRUST, CONVENIENCE AND FREQUENCY OF USE DOI: 10.18843/ijcms/v8i2/08 DOI URL: http://dx.doi.org/10.18843/ijcms/v8i2/08 E-LOYALTY AMONG RURAL CUSTOMERS: EXAMINING THE ROLE OF TRUST, CONVENIENCE AND FREQUENCY OF USE Dr. Bhawana Bhardwaj, Assistant

More information

This is a refereed journal and all articles are professionally screened and reviewed

This is a refereed journal and all articles are professionally screened and reviewed Advances in Environmental Biology, 7(9): 2054-2058, 2013 ISSN 1995-0756 2054 This is a refereed journal and all articles are professionally screened and reviewed ORIGINAL ARTICLE The Evaluation of Effects

More information

University of Cologne Department of Retailing and Customer Management

University of Cologne Department of Retailing and Customer Management University of Cologne Department of Retailing and Customer Management Univ.-Prof. Dr. W. Reinartz Customer Relationship Management (CRM) COURSE DESCRIPTION Customer relationship management (CRM) as a strategy

More information

An Empirical Study on Customers Satisfaction of Third-Party Logistics Services (3PLS)

An Empirical Study on Customers Satisfaction of Third-Party Logistics Services (3PLS) International Conference on Education, Management and Computing Technology (ICEMCT 2015) An Empirical Study on Customers Satisfaction of Third-Party Logistics Services (3PLS) YU LIU International Business

More information

The Effect of Trust and Information Sharing on Relationship Commitment in Supply Chain Management

The Effect of Trust and Information Sharing on Relationship Commitment in Supply Chain Management Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Scien ce s 130 ( 2014 ) 266 272 INCOMaR 2013 The Effect of Trust and Information Sharing on Relationship Commitment

More information

A STUDY OF BANKING CUSTOMER RETENTION THROUGH CUSTOMER SATISFACTION IN DHARMAPURI

A STUDY OF BANKING CUSTOMER RETENTION THROUGH CUSTOMER SATISFACTION IN DHARMAPURI A STUDY OF BANKING CUSTOMER RETENTION THROUGH CUSTOMER SATISFACTION IN DHARMAPURI Mr. T. K. MANICKAVASAKAM Principal, Vishwa Bharathi Arts and Science College, Morappur Harur Taluk, Dharmapuri District

More information

Marketing information system

Marketing information system Conducting Marketing Research and Forecasting Demand Marketing information system (intelligence) What will we learn? What is MIS (Marketing information system)? What is marketing research? Examples of

More information

CUSTOMER LOYALTY PROGRAMS: IMPACTS ON BUSINESS AND THE CONSUMER. Jefrey R. Woodall, York College of PA; Argosy University ABSTRACT

CUSTOMER LOYALTY PROGRAMS: IMPACTS ON BUSINESS AND THE CONSUMER. Jefrey R. Woodall, York College of PA; Argosy University ABSTRACT CUSTOMER LOYALTY PROGRAMS: IMPACTS ON BUSINESS AND THE CONSUMER Jefrey R. Woodall, York College of PA; Argosy University ABSTRACT Marketers spend about $250 billion each year to reach consumers [Etzel,

More information

Check of experiential marketing effect on loyalty buyers than company's brand (Case Study Milk and dairy Company Bistoon, in the city of Kermanshah)

Check of experiential marketing effect on loyalty buyers than company's brand (Case Study Milk and dairy Company Bistoon, in the city of Kermanshah) Check of experiential effect on loyalty buyers than company's brand (Case Study Milk and dairy Company Bistoon, in the city of Kermanshah) Sadegh Azadi Department of Management. Payame Noor University,

More information

Published by European Centre for Research Training and Development UK (www.eajournals.org)

Published by European Centre for Research Training and Development UK (www.eajournals.org) MODERATING EFFECT OF INFORMATION TECHNOLOGY UTILIZATION ON THE RELATIONSHIP BETWEEN COMMUNICATION AND CUSTOMER SATISFACTION Charles Bosire Nyameino Dr.Ronald Bonuke Prof.Thomas Kimeli Cheruiyot Moi University

More information

Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro

Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking... 65 UDK: 336.71(497.16) DOI: 10.1515/jcbtp-2017-0013 Journal of Central Banking Theory and Practice,

More information

Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro

Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking... 65 UDK: 336.71(497.16) DOI: 10.1515/jcbtp-2017-0013 Journal of Central Banking Theory and Practice,

More information

Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro

Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking... 65 UDK: 336.71(497.16) DOI: 10.1515/jcbtp-2017-0013 Journal of Central Banking Theory and Practice,

More information

Management Science Letters

Management Science Letters Management Science Letters 3 (2013) 1907 1914 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl A study on relationship of brand characteristics

More information

The Business of Coupons-Do coupons lead to repeat purchases?

The Business of Coupons-Do coupons lead to repeat purchases? Pursuit - The Journal of Undergraduate Research at the University of Tennessee Volume 5 Issue 1 Article 14 June 2014 The Business of Coupons-Do coupons lead to repeat purchases? Margaret P. Ross University

More information

A STUDY ON TRUST, BRAND IMAGE, EXPERIENTIAL MARKETING AND CUSTOMER LOYALTY

A STUDY ON TRUST, BRAND IMAGE, EXPERIENTIAL MARKETING AND CUSTOMER LOYALTY A STUDY ON TRUST, BRAND IMAGE, EXPERIENTIAL MARKETING AND CUSTOMER LOYALTY Tung-Lai Hu Dept. of Business Management, National Taipei University of Technology, No. 1, Sec. 3, Zhong-Xiao E. Rd., Taipei,

More information

Brainly Sondakh, The Influence of... THE INFLUENCE OF BEHAVIORAL LOYALTY AND ATTITUDINAL LOYALTY ON PURCHASE BEHAVIOR. By: Brainly Sondakh

Brainly Sondakh, The Influence of... THE INFLUENCE OF BEHAVIORAL LOYALTY AND ATTITUDINAL LOYALTY ON PURCHASE BEHAVIOR. By: Brainly Sondakh THE INFLUENCE OF BEHAVIORAL LOYALTY AND ATTITUDINAL LOYALTY ON PURCHASE BEHAVIOR By: Brainly Sondakh Faculty of Economics, International Business Administration (IBA) Program University of Sam Ratulangi

More information

Customer Satisfaction, Share of Wallet and Customer Loyalty. Is this the key to growth?

Customer Satisfaction, Share of Wallet and Customer Loyalty. Is this the key to growth? Customer Satisfaction, Share of Wallet and Customer Loyalty Is this the key to growth? Author: John Edwards Macquarie University 9 June 2013 =========================================================================

More information

AN EXPLORATORY STUDY OF PERFORMANCE DIMENSIONS OF SUB-REGIONAL SHOPPING CENTRES. Jason Sit and Dawn Birch University of Southern Queensland.

AN EXPLORATORY STUDY OF PERFORMANCE DIMENSIONS OF SUB-REGIONAL SHOPPING CENTRES. Jason Sit and Dawn Birch University of Southern Queensland. AN EXPLORATORY STUDY OF PERFORMANCE DIMENSIONS OF SUB-REGIONAL SHOPPING CENTRES Jason Sit and Dawn Birch University of Southern Queensland Abstract Despite the advent of e-tailing and other changes in

More information

International Journal of Science and Research (IJSR) ISSN (Online): Index Copernicus Value (2013): 6.14 Impact Factor (2014): 5.

International Journal of Science and Research (IJSR) ISSN (Online): Index Copernicus Value (2013): 6.14 Impact Factor (2014): 5. The Investigation of Effect of Customer Orientation and Staff Service-Oriented on Quality of Service, Customer Satisfaction and Loyalty in Hyperstar Stores Nazanin Jarideh MSc Student of Business Management,

More information

Influence of Store Satisfaction, Merchandise Quality, and Service Quality on Store Loyalty

Influence of Store Satisfaction, Merchandise Quality, and Service Quality on Store Loyalty Influence of Store Satisfaction, Merchandise Quality, and Service Quality on Store Loyalty N. R. V. Ramana Reddy, T. N. Reddy, and B. Abdul Azeem, Abstract Loyalty is a phenomenon that has always received

More information

Segmentation, Targeting and Positioning in the Diaper Market

Segmentation, Targeting and Positioning in the Diaper Market Segmentation, Targeting and Positioning in the Diaper Market mothers of infants were surveyed. Each was given a randomly selected brand of diaper (,, ou Huggies) and asked to rate the diaper on 9 attributes

More information

QUANTITATIVE MODELING OF CUSTOMER RETENTION IN CONTEXT OF INDIAN RETAIL MARKET

QUANTITATIVE MODELING OF CUSTOMER RETENTION IN CONTEXT OF INDIAN RETAIL MARKET DOI: 10.18843/ijcms/v9i1/15 DOI UL: http://dx.doi.org/10.18843/ijcms/v9i1/15 QUANTITATIVE MODELING OF CUSTOME ETENTION IN CONTEXT OF INDIAN ETAIL MAKET Dr. Mallika Srivastava, Assistant Professor, Symbiosis

More information

The effects of Justice Oriented Service Recovery on Customer Satisfaction and Loyalty in Retail Banks in Ethiopia

The effects of Justice Oriented Service Recovery on Customer Satisfaction and Loyalty in Retail Banks in Ethiopia The effects of Justice Oriented Service Recovery on Customer Satisfaction Debre Berhan University, Debre Berhan, Ethiopia, email: efremsisay@gmail.com Volume 4 No 1 (2014) ISSN 2158-8708 (online) DOI 10.5195/emaj.2014.45

More information

TWO WHEELER ADVERTISING PRACTICES WITH REFERENCE TO HERO MOTORS

TWO WHEELER ADVERTISING PRACTICES WITH REFERENCE TO HERO MOTORS TWO WHEELER ADVERTISING PRACTICES WITH REFERENCE TO HERO MOTORS 1 P. Sreenivasulu, 2 Dr. Vijaya Kumar, 3 Dr. Subba Raju 1 Research Scholar, SMS, JNTUK- Kakinada, 2 Professor, SMS, JNTUK 3 Professor-MBA,

More information

Procedia - Social and Behavioral Sciences 109 ( 2014 ) The antecedents of customer loyalty

Procedia - Social and Behavioral Sciences 109 ( 2014 ) The antecedents of customer loyalty Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Sciences 109 ( 2014 ) 1220 1224 2 nd World Conference On Business, Economics And Management- WC-BEM 2013 The antecedents

More information

An Empirical Study on the Drivers of E-Commerce Business

An Empirical Study on the Drivers of E-Commerce Business Indian Journal of Science and Technology, Vol 9(32), DOI: 10.17485/ijst/2016/v9i32/98648, August 2016 ISSN (Print) : 0974-6846 ISSN (Online) : 0974-5645 An Empirical Study on the Drivers of E-Commerce

More information

THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY OF PHARMACEUTICAL FIRMS

THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY OF PHARMACEUTICAL FIRMS www.arabianjbmr.com THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY OF PHARMACEUTICAL FIRMS Olawale Sulaiman Adebisi J-Suntex Pharmaceuticals Nigeria Limited, Nigeria Kazeem Olaniyi Lawal Boorepo

More information

A STUDY ON CUSTOMER SATISFACTION TOWARDS ORGANIZED RETAIL MARKETS IN POLLACHI TALUK

A STUDY ON CUSTOMER SATISFACTION TOWARDS ORGANIZED RETAIL MARKETS IN POLLACHI TALUK Available online at : http://euroasiapub.org, pp. 12~18 ISSN(o): 2231-5985,,Impact Factor: 5.861 Thomson Reuters ID: L-5236-2015 A STUDY ON CUSTOMER SATISFACTION TOWARDS ORGANIZED RETAIL MARKETS IN POLLACHI

More information

IMPACT OF CUSTOMER LOYALTY IN STORE PROMOTION: A CASE STUDY OF SUPERDRUG (UK)

IMPACT OF CUSTOMER LOYALTY IN STORE PROMOTION: A CASE STUDY OF SUPERDRUG (UK) IMPACT OF CUSTOMER LOYALTY IN STORE PROMOTION: A CASE STUDY OF SUPERDRUG (UK) 1 Table of Contents 1.1 Background of the Research:...3 1.2 Rationale of the Research:...3 1.3 Research Objectives:...4 1.4

More information

Customer Satisfaction and Loyalty of E-commerce in India

Customer Satisfaction and Loyalty of E-commerce in India Customer Satisfaction and Loyalty of E-commerce in India Amit Kumar Gupta Department of Operations Management Management Development Institute, Gurgaon, India Abstract The fierce competition in E-commerce

More information

Effectiveness of Organized Retail Outlets in Increasing Customer Satisfaction in Mysuru City

Effectiveness of Organized Retail Outlets in Increasing Customer Satisfaction in Mysuru City DOI : 10.18843/ijms/v6i1(4)/16 DOI URL :http://dx.doi.org/10.18843/ijms/v6i1(4)/16 Effectiveness of Organized Retail Outlets in Increasing Customer Satisfaction in Mysuru City Umesha S., Research Scholar,

More information

Chapters. Objectives. Theoretical approach. Methodology data analysis. Results. Conclusions. Limitations and areas for future development.

Chapters. Objectives. Theoretical approach. Methodology data analysis. Results. Conclusions. Limitations and areas for future development. Chapters Slide 2 Objectives Theoretical approach Methodology data analysis Results Conclusions Limitations and areas for future development 1 Slide 3 Objectives of the Masters Thesis Objectives of the

More information

ANALYSIS OF CUSTOMER LOYALTY TO THE ELECTRICITY DISTRIBUTORS - THE CASE OF THE HUNGARIAN ELECTRICITY DISTRIBUTION BEING UNDER LIBERALIZATION

ANALYSIS OF CUSTOMER LOYALTY TO THE ELECTRICITY DISTRIBUTORS - THE CASE OF THE HUNGARIAN ELECTRICITY DISTRIBUTION BEING UNDER LIBERALIZATION ANALYSIS OF CUSTOMER LOYALTY TO THE ELECTRICITY DISTRIBUTORS - THE CASE OF THE HUNGARIAN ELECTRICITY DISTRIBUTION BEING UNDER LIBERALIZATION Gábor REKETTYE and Erzsébet HETESI University of Pécs Hungary,

More information

CHAPTER 4 RESEARCH FINDINGS. This chapter outlines the results of the data analysis conducted. Research

CHAPTER 4 RESEARCH FINDINGS. This chapter outlines the results of the data analysis conducted. Research CHAPTER 4 RESEARCH FINDINGS This chapter outlines the results of the data analysis conducted. Research findings are organized into four parts. The first part provides a summary of respondents demographic

More information

Wireless Internet Service and Customer Satisfaction: A Case Study on Young Generation in Bangladesh

Wireless Internet Service and Customer Satisfaction: A Case Study on Young Generation in Bangladesh Wireless Internet Service and Customer Satisfaction: A Case Study on Young Generation in Bangladesh Papri Shanchita Roy Lecturer (Statistics), Department of Business Administration, Stamford University

More information

Case studies in Data Mining & Knowledge Discovery

Case studies in Data Mining & Knowledge Discovery Case studies in Data Mining & Knowledge Discovery Knowledge Discovery is a process Data Mining is just a step of a (potentially) complex sequence of tasks KDD Process Data Mining & Knowledge Discovery

More information

CHAPTER 2 LITERATURE REVIEW. This chapter discusses the literature review concerning the service quality

CHAPTER 2 LITERATURE REVIEW. This chapter discusses the literature review concerning the service quality CHAPTER 2 LITERATURE REVIEW 2.1 INTRODUCTION This chapter discusses the literature review concerning the service quality dimensions, perceived value, customer satisfaction and customer loyalty as well

More information

CHAPTER 4 DATA ANALYSIS, PRESENTATION AND INTERPRETATION

CHAPTER 4 DATA ANALYSIS, PRESENTATION AND INTERPRETATION CHAPTER 4 DATA ANALYSIS, PRESENTATION AND INTERPRETATION 4.1 OVERVIEW The responses given by 385 faculty members and 30 directors working in NBA accredited institution business schools in Northern India

More information

STUDY ON THE DECISION PROCESS OF THE MOBILE TELECOMMUNICATIONS SERVICES USERS

STUDY ON THE DECISION PROCESS OF THE MOBILE TELECOMMUNICATIONS SERVICES USERS STUDY ON THE DECISION PROCESS OF THE MOBILE TELECOMMUNICATIONS SERVICES USERS Lect. Georgeta-Mădălina Meghişan Ph. D University of Craiova Faculty of Economics and Business Administration Craiova, Romania

More information