This paper investigated the relationship between e-service quality and consumer loyalty in the context of consumer electronic retail industry in Sweden. E-service quality is found to be a prime determinant of consumer loyalty which is very important for the growth of any business regardless of the industry. On this study, we have selected four most important dimensions of e-service quality which are: Reliability, Responsiveness, Ease of use, and Security. We adopted a quantitative approach for this study and our survey took place in the area of Umea University. We reached a total of 200 respondents who are used to with purchasing electronic products online. After collecting the data we analyzed it with the help of statistical tools and then interpreted the results in connection to our theoretical framework. We found that all the four dimensions of e-service quality have strong relationship with consumer loyalty which means that they have considerable impact on building and maintaining the loyalty of consumers in electronics retail industry. We found out that the consumers give the highest priority to the organization of website contents and security of transaction. If the company present the e-retailing website convincingly and ensure safety of transaction, the consumers are more likely to show loyalty towards that company. We also found that reliability is less important than the three other factors according to multiple regressions analysis result; though all the four factors found to be significant according to simple regression. This study fulfills the lack of industry-specific study on the relationship between e-service quality and loyalty for consumer electronic goods industry. However, the study suggests a number of future research possibilities including reassessment of the e-service quality dimensions, measurement of the impact of social media on the relationship between e-service quality and consumer loyalty and so on.

The study investigates whether different motivation mechanisms can affect the quality of relationship and member loyalty of virtual communities. The particular domain is online games on which players often join affiliated virtual communities to exchange information. A questionnaire was designed for the online survey that resulted in a total of 685 valid responses. The results from the partial least square analysis show that relationship quality as measured by Customer satisfaction, trust and commitment have a mediating effect between motivation mechanisms and member loyalty. Among the motivation mechanisms, financial bonds have no effect on relationship quality but social and structural bonds have significant effects. The findings can be used by practitioners when they run virtual communities and have implications for future research in related topics.

Title from PDF of title page. / Document formatted into pages; contains 94 pages. / Thesis (M.A.)--University of South Florida, 2003. / Includes bibliographical references. / Text (Electronic thesis) in PDF format. / ABSTRACT: This is a qualitative case study conducted to investigate the relationship between consumers who are brand loyal to a certain product and the groups that are formed to bring these enthusiasts together, using the Chevrolet Corvette and its community as a model. Qualitative research lends itself to studying relationships and social situations, in being able to observe and participate in a social context, rather than analyzing it from the outside looking in. By approaching this subject as a case study, an element of flexibility was allowed. This study primarily focuses on one main phenomena, the social groups formed by loyal consumers. The specific context studied is the Chevrolet Corvette's community. / ABSTRACT: By using in-depth interviews of Corvette enthusiasts, owners and company employees, a deeper understanding of why people are loyal to a product and how they use enthusiast clubs to sustain their loyalty will be uncovered. Those interviewed were asked open-ended questions pertaining to their feelings about the community they are a part of, and the brand they are loyal to. A qualitative, ethnographic approach was taken, and interviews were conducted more as conversations than as formal, structured interviews. Through participant observation at various Corvette events, the researcher compared what participants said and what they were observed doing. Participants are from varying backgrounds, ages and genders as to provide a broad base of information. Data gathered were analyzed using grounded theory, a research method that seeks to develop theory that is grounded in data systematically gathered. / ABSTRACT: Grounded theory allows for a continuous interplay between data collection and analysis. Three overarching themes were constructed to organize the data, with various sub-categories to further explain the findings. The results of this study have shown that the object of enthusiasm, in this case the Chevrolet Corvette, is the basis for social interaction between owners and those involved with the car. While the physical car must uphold a superior standard, the consumer loyalty shown in this community is reinforced through interpersonal relationships formed with others sharing a common interest of enthusiasm for the automobile. The research has shown that there is a linkage between media efforts, automobile purchase, and social interaction. A cycle is formed from company executives releasing information and marketing to the public, inspiring consumers to purchase the car, and the community reinforces their purchase decision and fosters their brand loyalty. / System requirements: World Wide Web browser and PDF reader. / Mode of access: World Wide Web.

Today, in a world of consumption where almost everything is branded, every consumer has a brand that they love, a so called lovemarks. Nowadays, it takes more than just a commercial to make consumers stay committed to a brand. Consumers need to relate on a more personal level. There lies a deep rooted love, consistent over long periods of time, making the luxury brand consumer’s one the most loyal consumers in the world. Consequently, it is the consumers that decide what a lovemarks is, and why they go back to repurchasing that brand again, a kind of on-going romance between consumer-brand.   The purpose of this dissertation is to explore why consumers develop emotional attachment and loyalty towards brands, leading to a long-lasting, devoted relationship between the consumer and the brand. The aim is to find out elements that are needed to love a brand consistently. The outcome of this study will provide a better look into the consumer’s attitude towards lovemark brands.   A qualitative study has been performed on consumer attitudes towards their lovemarks brand, and the language they use when describing their motive to stay loyal to their brand of preference. Furthermore, the view of what elements are needed for them develop emotional attachment towards that brand is explored.   The conclusion of this dissertation is that in order for consumers to develop loyalty and emotional attachment to brands, they need the elements of emotion, quality, trust, image, timeless fashion, and tradition. These elements combined, make the ultimate consumer that many brands want to have.

[pt] Este estudo identifica os atributos capazes de promover a fidelização de Clientes à operadoras de telefonia celular, com o objetivo de subsidiar profissionais do setor de telecomunicações no desenvolvimento de ofertas para seus atuais e futuros Clientes. Através da teoria da análise conjunta busca-se identificar conjuntos de atributos desejáveis e relevantes para a escolha de uma operadora de telefonia celular. A escolha dos atributos e níveis resultou de uma pesquisa qualitativa (entrevistas informais) com executivos de operadoras de telefonia celular e com cerca de 10 usuários. Em seguida, foi escolhido manualmente, a composição de estímulos (cartões) a serem aplicados aos entrevistados. Realizou-se, então, a coleta de dados por meio de questionários, os quais foram entregues pessoalmente aos entrevistados. Na última etapa, após a análise dos atributos e utilidades dos níveis propostos na pesquisa de campo, verificou-se que os atributos, design do aparelho, Qualidade de cobertura e Custo mensal apresentaram percepção e importância relativa elevada frente aos entrevistados. Propiciando que o objetivo geral de se identificarem as características relevantes para a escolha e fidelização de uma operadora de telefonia celular fosse alcançado. / [en] This research identifies the atributes to promote customer loyalty for mobile operators, in order to help them in retain its actual and future customers. It accomplishes its goal through the conjoint analysis theory. The attributes and levels choice resulted from interviews made with mobile operators executives and mobile users. The conjoint stimuli were defined following the basic principle of fractional factorial design. The partial utilities of the attributes levels show that equipment design, coverage quality and monthly cost presented a high perception and relative importance, which in turn, are recommended for customer loyalty.

The purpose of this paper is to assess consumer behavior in the airline industry from a perspective beyond the effects of price discrimination. First the consequences of dynamic pricing will be assessed before looking at the role of social media and offline social influences, consumer satisfaction and airline equilibrium networks and their effects on consumer loyalty. Final implications on aviation revenue management will be drawn.

The food industry faces many challenges in its sustainability work, and consumers demand that companies in the food industry should increase their transparency. For the food industry to be more transparent, it must improve its traceability throughout the supply chain. Previous research let us know that traceability is not a new thing, but the way that new technologies such as blockchain revolutionize the way data can be communicated. Many companies have just started to use this to trace the supplies along their supply chain and are not using the data collected in the most efficient way. Therefore, this thesis presents data from two illustrative case studies to show the opportunities and challenges of using blockchain traceability technology. The opportunities show the benefits of being the first mover in the market to create new boosts for the products together with increasing consumer loyalty through more transparency. This paper also concludes that it's expensive to implement new technology in the supply chain and challenging to encourage consumers to make a local, organic, or sustainable choice despite the higher cost of the products.

This study seeks to investigate, from both macro and micro perspectives, the effect of brand activism on consumer loyalty.  The macro perspective examines the general relationship between brand activism and consumer loyalty, whereas the micro perspective examines the specific context of companies' withdrawal from Russia as a form of brand activism.  The study conducts a comprehensive analysis of how the consumer receives information about brand activism. The macro-level literature review investigates the definition and evolution of brand activism, the relationship between brand activism and consumer loyalty, and the communication strategies' effect on consumer loyalty. On a micro level, the study concentrates on the decisions corporations made as part of their brand activism during the Russia-Ukraine conflict of 2022.  The purpose of this study is to thoroughly comprehend the intricate relationship between brand activism and consumer loyalty.  The methodology section describes the hypotheses model as well as the research strategy based on surveys and interviews.  This study's findings provide new insights into the influence of brand activism on consumer loyalty and its three components (cognitive, affective, and behavioral) as well as brand activism communication strategies on the macro level, and into the specific context of the Russia-Ukraine conflict on the micro level. It highlights that brand activism shapes consumer loyalty differently through the three components and according to the context. Additionally, social media is the communication channel that influences the most the relationship between brand activism and consumer loyalty on both macro and micro perspectives.  This study contributes to the disciplines of marketing and consumer behavior by advancing the relationship among brand activism, consumer loyalty, and communication.

According to conventional wisdom, football fans exhibit perpetual loyalty to the clubs that they choose to support. These prevailing beliefs are largely the product of the fanaticism and intense partisanship that fans display. However, in South Africa, the reality is that the majority of the football teams are either failing to harness this loyalty, or that the loyalty levels that their fans display, contradict conventional wisdom. Due to the important role that these fans play in revenue generation, there is a need for leadership at these clubs to better understand this lucrative market. The objective of this study was to establish whether the loyalty levels displayed by fans in South Africa correspond with, or contradict, conventional wisdom. The limited understanding of the matter within a South African context means that clubs lack the required understanding of their respective fan bases. This creates a situation, which stifles the efficacy of management to implement positive changes. This study was anchored in the model of Stewart and Smith (2007) of sport fans' motivations. There are three core dimensions distinguished by the model. These relate to psychological, socio-cultural and social motives, all of which facilitate the process of an individual becoming a fan; and then subsequently remaining loyal. A qualitative research approach was used to collect the data for this study. An interview guide was used to collect the information from the fans and the top management of Cape Town City Football Club through face-to-face interviews. Each interview was recorded with the aid of a voice recorder and all the data collected were then transcribed. The findings from the study show that fans demonstrate more support to Cape Town City Football Club when the team is winning, as opposed to when it is going through a rough patch. Conclusively, the lack of understanding of fans in football clubs means that it is difficult to communicate in an all-inclusive way, considering that not all fans are the same. Based on the findings, the study suggests that leadership at South African football clubs should allow for open dialogues to be created, in which the issues can be discussed; so that practices implemented would better serve the target population.

近年來隨著經濟水準的成長，國人對奢侈品的消費能力日益提高，事實上，這也是目前全球普遍的消費行為轉變，而「奢侈品」具有品牌形象良好、高品質、凸顯品味等特色，其商品利潤遠也超乎平價商品，以奢侈品的「高級汽車」來說，其銷售量在台灣車市中一直維持穩定的成長，並不會受到整體經濟環境的影響，呈現一個獨特的消費市場。 有別於傳統行銷理論著重於消費者理性抉擇因素，本研究從感性觀點切入，欲瞭解這群高消費能力之消費者，對於高級汽車購後的心理層次要求，故本研究以Schmitt(1999)所提出的「體驗行銷」為研究主軸，進行實證研究，探討「策略體驗模組(SEMs)」對於LEXUS高級車車主「顧客滿意度」、「顧客忠誠度」的影響關係，調查方式則針對台北地區LEXUS車主，在營業場所進行為期三週的問卷調查，最後則根據研究結果，研擬未來高級汽車在體驗行銷策略上的建議。 本研究發現，體驗行銷與顧客滿意度、顧客忠誠度之間，均具有中高程度的相關關係，迴歸分析顯示情感體驗、關聯體驗對於顧客滿意度、顧客忠誠度具有最高的預測能力，根據體驗行銷之理論架構，證明LEXUS消費者處於營業所時，心情會感到愉快並且促進滿意，車主本身的品牌社群概念，則有助於持續再消費的忠誠度，研究結果也證實了LEXUS近年來於消費者的品牌經營之成效。 關鍵詞: 體驗行銷、顧客滿意度、顧客忠誠度 / With the raising development of the economic level in recent years, citizens have progressively upgraded their consumption level into luxury goods. In fact, this is also the global trend of the change in consumption behavior. A extravagance features good brand image, high quality, and the sense of taste, its profit is also much higher than ordinary products. In terms of luxury vehicles, the sales volume has maintained a steady growth in Taiwan market, forming a unique market condition, regardless of the economic recession overall. Unlike traditional marketing theories which focus on the rational factors of consumer decision, this thesis uses a perceptual perspective to understand the psychological needs of consumers after they purchased a luxury vehicle .Therefore, this thesis is based on the theory “Experiential Marketing” built by Schmitt(1999), to proceed a concrete investigation on the influence of SEMs(strategies of experiential modules) on LEXUS automobile owners’ consumer satisfaction and loyalty. The investigation aims LEXUS automobile owners in Taipei area, using questionnaires in selling points and the procedure last three weeks. At last, according to research results, this thesis will provide practical marketing suggestions for LEXUS Keywords：Experiential Marketing, Consumer Satisfaction, Consumer Loyalty