SUMMARY Jurgita Kalėdaitė Creation of loyalty of users of the production of the stock company „Alita“ Graduation dissertation of the graduate studies, 78 pages, 23 pictures, 5 tables, 52 sources of literature, 6 appendixes, Lithuanian. Key words: loyalty, loyalty of users, creation of loyalty. Object of the research – loyalty of users for the SC „Alita“. Matter of the research – creation of loyalty of users. Purposes of the work: 1) to identify the factors, which form loyalty of users, to classify them into groups according to the level of their loyalty; 2) to give recommendations for stimulation of loyalty of users on a basis of the results of the empiric research. Tasks: 1) to analyze scientific literature according to the aspect of loyalty of users; 2) to analyze the current situation, to pick out the measures for stimulation of loyalty used by the company; 3) to question customers of the company, to estimate their loyalty for the production of the company; 4) to identify the factors, which stimulate loyalty of users; 5) to give recommendation for stimulation of loyalty of users. Methods of the research – these methods of the research were used to research this problem and to receive theoretic and practical results: a systematic analysis, a comparative analysis and a cross analysis, graphical of loyalty of users groups. To estimate effective measures, which help to stimulate loyalty of current users and to form loyalty of potential customers of the stock company... [to full text]

Tyrimo objektas – UAB ,, Suslavičius - Felix ‘‘ darbuotojai ir klientai. Darbo dalykas – UAB„Suslavičius - Felix ‘‘ darbuotojų ir klientų lojalumą lemiantys veiksniai. Tyrimo tikslas – parengti UAB ,, Suslavičius - Felix ‘‘ klientų lojalumo skatinimo priemones. Darbo tikslui įgyvendinti yra keliami tokie uždaviniai: 1) išanalizuoti lojalumo sampratas ir jų esmę; 2) nustatyti darbuotojų ir klientų lojalumą lemiančius veiksnius; 3) aptarti teorinius vartotojų lojalumo kūrimo proceso aspektus; 4) vadovaujantis teorine analize, parengti vartotojų lojalumo tyrimo metodiką; 5) atlikti įmonės darbuotojų ir klientų apklausą, įvertinant jų lojalumą; 6) atlikti UAB ,, Suslavičius - Felix ‘‘ darbuotojų ir klientų lojalumo lyginamąją analizę; 7) vadovaujantis teoriniu ir empiriniu tyrimų duomenimis, nustatyti UAB ,, Suslavičius - Felix ‘‘ darbuotojų ir klientų lojalumo skatinimo būdai; 8) parengti UAB „Suslavičius - Felix“ lojalumo skatinimo priemones. Tyrimo metodai: iškeltai problemai tirti ir teoriniams bei praktiniams rezultatams gauti naudoti šie tyrimo metodai: sisteminė analizė, loginė analizė, anketinė apklausa, lyginamoji analizė, grafinis vaizdavimas ir modeliavimas, rengiant UAB „Suslavičius - Felix“ lojalumo skatinimo priemones. / Research object - UAB ,, Suslavičius - Felix ‘‘ employees and clients. Research subject - UAB ,, Suslavičius - Felix ‘‘ factors influencing employees‘ and clients‘ loyalty Research aim (purpose) - UAB ,, Suslavičius - Felix ‘‘ motivating means of clients‘ loyalty. Objectives for to fulfil research purpose: 1. To analyse th conception and the point loyalty; 2. To establish factors influencing employees‘ and clients‘ loyalty; 3. To discuss theoretical aspects of consumers‘ loyalty creation process; 4. To prepare research methodic of loyalty of consumers following theoretical anlyse; 5. To carry out interrogatory of employees and clients estimating theirs‘ loyalty; 6. To carry out UAB ,, Suslavičius - Felix ‘‘employees and clients comparative analysis of loyalty; 7. To establish UAB ,, Suslavičius – Felix“ employees‘ and clients‘ ways of loyalty motivation, following theoretical and empirical research information; 8. To prepare UAB ,, Suslavičius – Felix“ motivating means of loyalty Research methods: To study a raised problem and to get theoretical and practical results it was used such research methods: methedical analysis, logical analysis, interrogatory of questionnaire, comparative analysis, graphics for UAB ,, Suslavičius – Felix“ motivating means of loyalty.