This thesis aims to examine how the usage of different-sized models can improve consumer loyalty to a brand of female customers in Sweden. Previous research has examined how using non-skinny models appeals to female customers and what feelings are evoked, but there is little research on how this approach can increase consumer loyalty as a whole. The authors of this thesis hypothesize that brands using different-sized models will lead to female customers feeling higher levels of the concepts of Awareness and Safety concerning the brand. In turn, the authors hypothesize that a brand achieving high levels of Awareness and Safety within the context of using different-sized models will improve consumer loyalty toward their female customers in Sweden. To examine whether different-sized models have an impact on consumer loyalty, a deductive approach has been used where this thesis relies on existing theories to answer the research question. Data was collected through a survey consisting of multi-choice questions with closed answers in order to conduct a quantitative analysis of the data. The questions were operalized, and the internal validity of each concept was tested through Cronbach’s Alpha to ensure that the questions measured what they were supposed to measure. The data was analyzed through Spearman’s Rank Correlation test, where the dependence between the concepts was measured. In conclusion, the authors found that usage of different-sized models had a positive correlation with consumer loyalty through both aspects of Awareness and Safety. Based on the results and the collected literature, the authors believe that usage of different-sized models in a company’s online business activities can help build a stronger relationship with their customers.

Syftet med uppsatsen är att undersöka hur lojala konsumenterna på apoteksmarknaden i Katrineholm är. Eventuella samband mellan kön och lojalitetstyp samt åldersgrupp och lojalitetstyp undersöktes även. För att uppnå syftet genomfördes en kvantitativ undersökning med hjälp av enkäter, där 240 svar samlades in. Konsumenterna delades in i de fyra lojalitetstyper som tas upp i Dick och Basus lojalitetsmodell. Analysen visar att kön inte spelar in i vilken lojalitetstyp individen tillhör. Åldersgruppstillhörighet har dock en signifikant påverkan.

Submitted by Manuela Lopes (manu.hlopes@hotmail.com) on 2012-03-23T05:02:09Z No. of bitstreams: 1 discount.pdf: 259598 bytes, checksum: 22629d2c1b0a6a09240f05febeeddef1 (MD5) / Approved for entry into archive by Andrea Virginio Machado (andrea.machado@fgv.br) on 2012-03-23T12:49:52Z (GMT) No. of bitstreams: 1 discount.pdf: 259598 bytes, checksum: 22629d2c1b0a6a09240f05febeeddef1 (MD5) / Made available in DSpace on 2012-03-27T18:24:13Z (GMT). No. of bitstreams: 1 discount.pdf: 259598 bytes, checksum: 22629d2c1b0a6a09240f05febeeddef1 (MD5) Previous issue date: 2011-12-19 / Prices of a homogenous package of services present considerable dispersion across banks. A simple model that uses consumer search costs and loyalty is devolped in order to reproduce this empirical observation. Using data for the brazilian banking sector, empirical exercises are performed to allow for: (i) the estimation of consumer search costs by xing the values of other parameters; and (ii) the estimation of the corresponding deadweightlosses imposed by costly search. When only 80% of the population is free to engage in search activity, at a 0.5% monthly interest rate, the upper limit of the support of the search cost distribution is found to be 1805.80 BRL. In this case, the corresponding estimate of the deadweightloss imposed on an average searcher is 233.71 BRL. / Pode-se observar uma considerável dispersão entre os preços que diferentes bancos comerciais no Brasil cobram por um mesmo pacote homogêneo de serviços— dispersão esta que é sustentada ao longo do tempo. Em uma tentativa de replicar esta observação empírica, foi desenvolvido um simples modelo que lança mão do arcabouço da literatura de custos de procura (search costs) e que baseia-se também na lealdade por parte dos consumidores. Em seguida, dados de preços referentes ao setor bancário brasileiro são aplicados ao modelo desenvolvido e alguns exercícios empíricos são então realizados. Esses exercícios permitem que: (i) os custos de procura incorridos pelos consumidores sejam estimados, ao fixar-se os valores dos demais parâmetros e (ii) as correspondentes perdas de peso-morto que surgem como consequência dos custos de procura incorridos pelos consumidores sejam também estimadas. Quando apenas 80% da população é livre para buscar por bancos que cobrem menores tarifas, à taxa de juros mensal de 0,5%, o valor estimado do custo de procura médio incorrido pelos consumidores chega a 1805,80 BRL, sendo a correspondente perda de peso-morto média na ordem de 233,71 BRL por consumidor.

El presente trabajo de investigación es acerca de la relación entre la satisfacción y el valor percibido con la lealtad de los consumidores de e-Retailers de ropa de la generación X vs Y en Lima Metropolitana. En el 2020, a raíz del covid-19 y el confinamiento en diversos países, el e-commerce se convirtió en el protagonista de la reactivación económica, siendo su crecimiento un 200% alrededor del mundo, según Think with Google. Además, impactó en los hábitos del consumidor; surgieron quienes compraron por primera vez en un canal digital, y los pequeños empresarios se acoplaron a esta nueva tendencia. Es importante destacar que la categoría moda fue una de las más adquiridas con 54%. (Blacksip, 2020) En el capítulo 1, se detalla los antecedentes de la investigación, las definiciones de cada una de las variables estudiadas, la evolución del comercio electrónico a nivel mundial, Latinoamérica, y el Perú, los e-Retailers en territorio nacional, la categoría de moda textil y el comportamiento de shopper de dos generaciones, X e Y. En el capítulo 2, se desarrolla la situación de la problemática, las hipótesis y objetivos, tanto generales como específicos. En el capítulo 3, se explica la metodología de investigación utilizada. El capítulo 4, se basa en los resultados descriptivos. Por último, el capítulo 5 se realiza en análisis estadístico de los resultados. / The present research is about the relationship between satisfaction and perceived value with the loyalty of consumers of clothing e-Retailers of generation X vs. Y in Lima Metropolitana. In 2020, as a result of covid-19 and the confinement in various countries, the e-commerce became the protagonist of the economic reactivation, with its growth of 200% around the world, according to Think with Google. In addition, it impacted on consumer habits; those who bought for the first time on a digital channel emerged, and small entrepreneurs joined this new trend. It should be noted that the fashion category was one of the most acquired with 54%. (Blacksip, 2020) In chapter 1, the background of the research is detailed, the definitions of each variables studied; the evolution of e-commerce worldwide, Latin America, and Peru, e-Retailers in the national territory, the textile fashion category and the shopper behavior of two generations, X and Y. In Chapter 2, the situation of the problem, the hypotheses and objectives, both general and specific, are developed. In chapter 3, the research methodology used is explained. Finally. In Chapter 4, is based on the descriptive results. Finally, in chapter 5 is about the statistical analysis of the final results. / Tesis

Problem: Covid-19-pandemins påverkan på spridningen av fake news har kommit att bidra till växande misstro för organisationer och skepticism bland konsumenter på sociala medier. Fake news har inte enbart medför förvirring och misstro hos konsumenter, utan påverkar även attityder, skapar rykten och kan leda till finansiella hot för organisationer, där bojkottning av varor eller varumärken kan ske på grund av desinformation. Organisationer behöver således förstärka och förstå konsumenters lojalitet för att minimera dessa allvarliga konsekvenser som kan försätta organisationer i konkurs. Syfte: Syftet med studien är att kartlägga vilka faktorer som påverkar konsumenters lojalitet gentemot organisationer som marknadsför sig på sociala medier. Metod: Studien utgår från en kvalitativ forskningsstrategi, med ett abduktivt tillvägagångssätt. Studien har genomfört åtta semistrukturerade intervjuer, för att kunna skapa flexibilitet samt uppnå det eftersträvade vertikala djupet hos individerna som intervjuas.  Slutsats: Studien har påvisat att faktorerna kognitiva föregångare, affektiva föregångare, subjektiv norm, situationell påverkan, likhet, förtroende och interpersonellt inflytande är essentiella för konsumenters lojalitet gentemot organisationer som marknadsför sig på sociala medier. Därtill har studien bidragit till en ökad förståelse kring hur konsumenters lojalitet påverkas vid en krissituation, när en krissituation ökar spridningen av fake news. De faktorer som kartlagts som essentiella i studien, skulle kunna nyttjas och anammas av organisationer vid framtida krissituationer för att förstärka konsumentlojaliteten på sociala medier. / Problem: The impact of the Covid-19 pandemic on the spread of fake news has contributed to growing distrust of organizations and skepticism among consumers on social media. Fake news has not only caused confusion and mistrust among consumers, but also affects attitudes, creates rumors and can lead to financial threats towards organizations, where boycott of goods or brands can occur due to misinformation. Organizations thus need to strengthen and understand consumer loyalty to minimize these serious consequences that can bankrupt organizations. Purpose: The purpose of the study is to identify the factors that affect consumer loyalty towards organizations that market themselves on social media. Method: The study is based on a qualitative research strategy, with an abductive approach. The study conducted eight semi-structured interviews, in order to create flexibility and achieve the desired vertical depth of the individuals interviewed. Conclusion: The study has shown that the factors cognitive antecedents, affective antecedents, subjective norms, situational influence, homophily, trust and interpersonal influence are essential for consumers' loyalty towards organizations that market themselves on social media. In addition, the study has contributed to an increased understanding of how consumer loyalty is affected in a crisis situation, when a crisis situation increases the spread of fake news. The factors identified as essential in the study could be used and embraced by organizations in possible future crisis situations to support consumer loyalty on social media.

Bakgrund: Under flera år har några av Sveriges största banker kritiserats under den så kallade “penningtvätts-härvan”. Media har till stor del uppmärksammat skandalen utifrån ett företagsperspektiv men desto mindre ur ett kundperspektiv. Skandalernas relevans och aktualitet öppnar upp för att undersöka på vilket sätt bankkunder reagerar till följd av penningtvättsskandaler. Syfte: Syftet är att undersöka vilken effekt penningtvättsskandaler har på konsumenters befintliga attityder gentemot banker. Med anledning av de senaste årens uppmärksammade bankskandaler i Sverige görs undersökningen för att avgöra om attitydförändringen vidare har någon påverkan på konsumenters beteende i förhållande till bankerna. Tidsperspektivet gör denna studie relevant för att undersöka i vilken utsträckning konsumenter påverkas av denna typ av skandal vilket ger viktiga insikter för finansföretag. Metod: För att uppfylla vårt informationsbehov bestod vår empiri av kvantitativ data som samlades in genom enkäter. Vi var intresserade av att undersöka om det fanns ett samband mellan studenters attitydförändringar och beteende gentemot bankerna. Urvalet bestod av studenter som läser någon form av ekonomisk inriktning vid Högskolan i Borås. I enkäterna presenterades ett fiktivt fall där en penningtvättsskandal illustrerades samt information om hur studenterna skulle påverkas av skandalen. I det ena fallet drabbades studenterna ekonomiskt negativt av skandalen medan de inte drabbades i det andra fallet. Vi skickade således ut tvåenkäter, där hälften av urvalet fick den ena enkäten medan den andra hälften fick den andra. Resultat: Många av studenterna har relativt stabila relationer till sina banker innan skandalerna. Efter skandalerna värdesatte studenterna främst det egna intresset vilket medförde att de inte längre var lika lojala gentemot sina banker. Det skedde en tydlig attitydförändring blandstudenterna efter skandalerna oavsett ekonomisk påverkan. Slutsatser: Utifrån undersökningens modifierade modell kan vi dra slutsatserna att studenternas värderingar, egenintresse och lojalitet till banken tillsammans bidrar till en attitydförändring till följd av skandalerna. Det innebär att penningtvättsskandalen i de fiktiva fallen visade sig ha en effekt på studenternas befintliga attityder gentemot deras banker. Denna attitydförändring mynnar vidare ut i ett beteende orsakat av skandalerna. / Background: For several years, some of Sweden's largest banks have been criticized during the so-called “money laundering scandal”. The media has largely drawn attention to the scandal from a business perspective, nevertheless from a customer perspective. The scandal's relevance and timeliness opens up to investigate how bank customers react due to money laundering scandals. Purpose: The purpose of this study is to investigate the effect of money laundering scandals on consumers' existing attitudes towards banks, based on the recent banking scandals in Sweden in recent years. This is to determine if the change in attitude further has any effect on consumerbehavior in relation to the banks. The time perspective makes this study relevant to examining the extent to which consumers are affected by this type of scandal, which provides important insights for financial companies. Methodology: To fulfill the purpose of the study, our empirical data consisted of quantitative data collected through surveys. We were interested in investigating whether there was a connection between students' attitude changes and behavior towards the banks. The sample consisted of students who study some form of financial orientation at the University of Borås. The survey presented a fictitious case in which a money laundering scandal was illustrated as well as information on how the students would be affected by the scandal. In one case, the students were financially negatively affected by the scandal while in the other case they were not affected financially. Half of the students received the survey were they were negatively affected and the other half, the one where they weren´t affected. Findings: Many of the students seemed to have relatively stable relationships with their banks before the scandals. Following the scandals the students seemed to value their self-interest which meant that they were no longer as loyal, as before, to their banks. There was a clear change in attitude among the students following the scandals regardless of financial impact. Conclusions: Based on the study’s modified model, we can conclude that the students' values, self-interest and loyalty to the bank contribute to a change in attitude towards the bank as a result of the scandals. This means that in the fictitious cases, the money laundering scandal had an effect on the students' existing attitudes towards their banks. The change in attitude further leads to a behavior caused by the scandals.

Retailers are turning to loyalty marketing to attempt to sustain profitability by encouraging consumer loyalty. This study aimed to explore the factors that influence consumer loyalty towards Edgars, the largest clothing retailer in South Africa. The study found that the strongest influence of consumer loyalty towards Edgars was price, followed by service and then merchandise selection. The effect of method of payment on loyalty was also measured and it was concluded that the more closely consumers are contractually tied to a retailer, the less of an influence price has on their loyalty towards the retailer. The results can guide retail organisations in determining the focus areas of their marketing efforts for consumers that favour different payment methods. / Business Management / M. Com. (Business Management)

El presente trabajo tiene como finalidad realizar un análisis del impacto en el servicio dentro del punto de venta en la satisfacción y la lealtad del consumidor en la categoría de zapatos femeninos. Se tomarán en cuenta papers relacionados con la calidad del servicio en el punto de venta para poder analizarlos y plantear una visión integradora de sus conceptos. Para su realización además se contará con un estudio cuantitativo que consiste en una encuesta realizada a 400 personas que cumplen con las características de ser mujeres de entre 25 y 40 años de edad que han comprado zapatos dentro del punto de venta en el último año que servirán de gran ayuda para responder a las hipótesis y objetivos planteados por parte de los autores. / The present document aims to carry out an analysis between the impact on the service within the point of sale on consumer satisfaction and loyalty in the category of women's shoes. Papers related to the quality of the service at the point of sale will be taken into account in order to analyze them and propose an integrative vision of their concepts. To carry it out, there will also be a quantitative study consisting of a survey of 400 people that meet the characteristics of being women between 25 and 40 years of age who have bought shoes at the point of sale in the last year that will be of great help in responding to the hypotheses and objectives proposed by the authors. / Trabajo de investigación

La actual coyuntura a nivel mundial debido a la pandemia por el COVID-19 ha generado la rápida migración de empresas y negocios a los canales digitales. Debido a esto, las empresas buscan enfocarse en ofrecer un servicio de compra de calidad que les permita mantener satisfechos a sus clientes y que sean leales con la marca. Es por ello, que el presente trabajo de investigación consiste en el estudio de las variables de Mobile Shopping Service Quality (MS-SQ), e-satisfaction y e-loyalty, centrada en la categoría de tiendas deportivas online en el Perú. En esta investigación se describe y analiza la relación entre dichas variables en base a investigaciones y estudios cuantitativos realizados anteriormente. El trabajo brinda una exhaustiva investigación de las tres variables y la categoría elegida en el contexto nacional y se expone un comparativo de los diferentes estudios realizados por diversos autores en relación a las variables y sus posibles dimensiones. / The current global situation because of the COVID-19 pandemic has led to the rapid migration of companies and businesses to digital channels. Consequently, companies are looking to focus on offering a quality shopping service that allows them to keep their customers satisfied and that they are loyal to the brand. This is the reason why this research work consists of the study of the variables of Mobile Shopping Service Quality, e-satisfaction and e-loyalty, focused on the category of online sports stores in Peru. This research describes and analyzes the relationship between these variables based on research and quantitative studies conducted previously. The work provides a thorough investigation of the three variables and the category chosen in the national context and a comparison of the different studies carried out by various authors in relation to the variables and their possible dimensions is presented. / Trabajo de investigación

A raíz de la pandemia por el Covid 19, la venta en línea en el Perú a tomado mayor protagonismo, especialmente en el sector de comidas y supermercados. En la siguiente investigación se estudiará la relación que tiene el E-Service Quality (calidad de servicio) de con la satisfacción y lealtad de los consumidores de los supermercados más importantes del Perú. Se hará a través de conceptos analizados por diferentes autores y, de una medición cuantitativa. Se elaborarán 384 encuestas en Lima Metropolitana para estudiar las dimensiones utilizadas en el modelo de Khan (2019) de eficiencia, habilidad en el sistema, cumplimiento, privacidad y seguridad. Esta data será analizada a través de una escala de Likert y ecuaciones estructurales. / As a result of the Covid 19 pandemic, online sales in Peru have taken a greater role on consumer´s lives, especially in the food and supermarkets sector. The following research studies the relationship between the E-Service Quality from the most important supermarkets in Peru, with the satisfaction and loyalty of consumers. This relationship will be studied through concepts analyzed by different authors and following a quantitative measurement. Data collected from 384 surveys will take place from respondents in Lima to study the dimensions used by Khan's (2019) model, such as efficiency, system skill, compliance, privacy and security. This data will be analyzed through a Likert scale and structural equations. / Trabajo de investigación