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Relación del E-Service Quality con la satisfacción y lealtad del consumidor de supermercados / The impact of the E-Service Quality on the customer satisfaction and loyalty of supermarketsMontenegro Sánchez, Daniela Sara, Goytizolo López, Camila Sandra 03 December 2020 (has links)
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
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Customer perceptions of packaging and price on loyalty of Dulux products in the North-West of JohannesburgDumasi, Tshepiso 01 1900 (has links)
M. Tech. (Department of Business Administration, Faculty of Management Sciences), Vaal University of Technology. / Research on price, packaging and loyalty has been well documented internationally and in South Africa. Many companies have recognised that the designs of packaging and different price strategies have an effect on brand loyalty. The study examined customer perceptions of packaging and price on loyalty. A case study was used in the study.
A literature study on packaging, price and loyalty was undertaken to unpack the drivers behind consumer loyalty and what makes consumers loyal to a brand. The empirical study involved assessing the relationships between visual packaging, physical packaging, price, and brand awareness on brand loyalty through a self administered questionnaire. The sample comprised 212 respondents situated in the North-West of Johannesburg.
The data obtained indicated strong relationships among physical packaging, visual packaging, price and brand awareness with reference to brand loyalty. Correlation and regression analysis revealed that brand loyalty is influenced by the packaging appeal, price and brand awareness.
Based on the findings, recommendations were made to assist the company in various areas of their marketing strategy in order to enhance brand loyalty: Graphics and labelling on packaging are essential aspects of brand identification in order for consumers to easily recognise a brand. The introduction of lifestyle graphics may give the company a competitive edge as this may appeal to consumers. The regression analysis indicated that consumers tend to be attracted to a brand with the aid of packaging which will allow them to carry and preserve the product.
The study also revealed that consumers are not highly price sensitive i.e. consumers are not likely to buy a competitor's products due to lower prices. The results infer that, for a company to have a strong brand, the following aspects of marketing strategies need to be assessed and implemented correctly, namely brand awareness, price and packaging which may lead to brand loyalty.
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Exploring the factors that influence consumer loyalty towards a retail clothing store in GautengDu Toit, Michael 27 February 2013 (has links)
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)
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Consumer perceptions of loyalty programmes offered by cosmetic retailers in Durban and on the KwaZulu-Natal North CoastSingh, Sheritha 11 1900 (has links)
The primary purpose of this study was to determine consumers’ perceptions of loyalty programmes offered by cosmetic retailers in Durban and on the KwaZulu-Natal North Coast, South Africa. A broad and in-depth literature review of loyalty programmes as tools for retaining consumers, as well as the different types of loyalty programmes currently available in South Africa, was conducted. An empirical study was conducted by using an interviewer-administered questionnaire to collect data from consumers who were members of cosmetic retailers’ loyalty programmes. A quantitative approach was followed in order to satisfy the research objectives of the study.
Loyalty programmes are an integral part of many retail businesses as they allow retailers to reward returning consumers with (amongst others) discounts or special promotional offers when the loyalty programme is used at the point of sale. The rapid advancements in technology has also enabled retailers to maintain databases containing valuable information on consumers’ spending patterns, which informs retailers about products consumers prefer buying. Retailers all over the world have been using loyalty programmes to retain existing consumers by rewarding loyalty and win over new consumers. Although many South African retailers have introduced loyalty programmes into their businesses, consumers’ perceptions of loyalty programmes offered by cosmetic retailers have not been investigated here.
The results of this research study indicate that consumers perceived loyalty programmes as easy to use at the point of sale when making purchases. Consumers also felt that loyalty programmes helped them to save money through the redemption of vouchers or points. Overall, consumers were satisfied as members of cosmetic retailers’ loyalty programmes. / Business Management / M. Com. (Business Management)
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