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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

Loyalty/reward programmes : are they the most influential strategic solution for client retention?

Krajnc, J. 30 November 2007 (has links)
The biggest challenge facing organizations in service industry today is that of customer retention. Loyalty/reward programmes have been promoted as the ultimate strategic solution towards customer retention by some industry experts, while the others question its influential potential as a customer retention strategy. The primary purpose of this research was to establish whether loyalty/reward programmes, as one of the main contributing Customer Relationship Management (CRM) factors, are either simply a fad or actually a fab solution! Subsequently, the research focused on the evaluation of the three most noted and influential CRM components in current literature and concluded that service quality and customer contact rated higher than loyalty/reward programmes with what should be considered the ultimate critic, namely the customer, or rather 60 of them.
2

Loyalty/reward programmes : are they the most influential strategic solution for client retention?

Krajnc, J. 30 November 2007 (has links)
The biggest challenge facing organizations in service industry today is that of customer retention. Loyalty/reward programmes have been promoted as the ultimate strategic solution towards customer retention by some industry experts, while the others question its influential potential as a customer retention strategy. The primary purpose of this research was to establish whether loyalty/reward programmes, as one of the main contributing Customer Relationship Management (CRM) factors, are either simply a fad or actually a fab solution! Subsequently, the research focused on the evaluation of the three most noted and influential CRM components in current literature and concluded that service quality and customer contact rated higher than loyalty/reward programmes with what should be considered the ultimate critic, namely the customer, or rather 60 of them.
3

How can loyalty programmes improve brand loyalty?

Jonathan, Gideon Mekonnen, Kapetanakis, Anna January 2015 (has links)
Title: How can loyalty programmes improve brand loyalty? Level: Final assignment for Master Degree in Business Administration Author: Anna Kapetanakis, and Gideon Mekonnen Jonathan Supervisor: Sarah Philipson (Assistant Professor) Date: June, 2015 Aim: To investigate how customers loyalty can be improved through loyalty programmes. Method: Mixed approach, both qualitative and quantitative data, is chosen for this study. The qualitative data using telephone interviews with customers and the firm was carried out at the beginning of the study to formulate the survey. Online survey with closed questions, based on responses from the qualitative interviews and the theoretical framework, was designed and sent to 3500 potential respondents. The contact list from IvyWear’s CRM database was used to distribute the survey. 309 respondents (9%) completed the survey, which was available online for 7 days. The quantitative data was analysed using descriptive statistics and cluster analysis. Result & Conclusions: The empirical data and analysis has shown that IvyWear customers can be categorised as “true loyals”, “latent loyals”, “spurious loyals”, and “not loyals”. It was also found that “bonuses and points” are the most preferred reward among customers that can be used to improve loyalty toward IvyWear. Suggestions for future research: The findings may not reflect brand loyalty and effects of loyalty programmes on loyalty beyond the clothing retail industry. Comprehensive study covering other industries and targeting respondents outside membership registers would provide deeper understanding of brand loyalty among customers. Contribution of the thesis: The study adds to the debate on loyalty programmes and how members of these programmes can be managed in the way that they can not only choose the brand, but also attract new customers through positive word of mouth. The results are particularly important for managers and marketers in the retail industry, who are under pressure to show the benefits of loyalty programmes. The results will be invaluable in the design of loyalty programmes to impact on the long-term profitability of firms.
4

Investigating customer loyalty programmes : evolving to true customer loyalty

Davis, William John Gronow 12 1900 (has links)
Customer loyalty programmes are widely regarded by companies as an effective means of achieving a strategic advantage over competitors and as a highly-effective platform to build lasting relationships with their most-valued customers. However, in today’s fast-paced world and loyalty-mature marketplace, customer loyalty programmes are showing signs of limited sustainability. Companies are starting to realise the importance of focusing on deeper, more meaningful, relevant and mutually-beneficial relationships with their customers in an attempt to sustain brand loyalty. The process of developing true customer loyalty involves companies adding extraordinary human level customer treatment. The purpose of this study is to explore whether customer loyalty programmes are developing true customer loyalty amongst customers. This research study explicitly investigates the views, attitudes, beliefs and perceptions of consumers partaking in customer loyalty programmes. At the outset of the study a literature review was conducted to explore and discuss literature pertaining to the key concepts of this study, namely customer loyalty programmes and true customer loyalty. This research study initially made use of a qualitative research method in the form of a focus group. The findings from the focus group contributed to the design of the questionnaire for the survey. A survey formed the quantitative component of the research. The survey questionnaire was distributed by means of a mall intercept to shoppers in a predetermined shopping mall. The ordinal data was analysed using descriptive and inferential statistical methods. The analysis indicated a marked disconnect between customer loyalty programmes and true customer loyalty. Customer loyalty programmes are generally regarded by customers as discount drivers rather than loyalty drivers. Customers indicated superior service, quality, trust and aligned values as key drivers in developing true customer loyalty. The majority of respondents stated that their selected customer loyalty programme was not developing true customer loyalty. The study provides a clear indication that customer loyalty programmes are not shifting attitudes that lead to ongoing behavioural change such as motivating multiple purchases. A key recommendation resulting from this study is for companies to develop customer-centric loyalty programmes that sincerely consider the needs of the customer, rather than merely attempting to drive sales through discount initiatives masked as customer loyalty programmes.
5

Consumers’ Perspective on Loyalty Programmes and its Influence on Purchasing Decisions : A study on fast-fashion retailers’ consumers in the Swedish market

Bonagas, Keyra, Vu Dang, Thu Giang January 2022 (has links)
Background: With apparel and clothing being one of the most highly consumed products for everyday life, businesses within the fashion industry have much demand. In order to gain leverage in a competitive market, many retailers have different strategies and loyalty programmes have been an attractive way for customer relationship management.    Purpose: The purpose of this thesis is to provide additional understanding of fast-fashion retailers’ consumer behaviour, while focusing on their perceptions towards loyalty programmes as an influencing purchasing factor. This study can be beneficial for fast-fashion retailer businesses seeking to improve their loyalty programmes for the development of customer retention.  Method: The study is conducted with a qualitative research design through conducting 16 interviews, with deductive reasonings to understand the phenomenon. The theoretical framework is interpretivism, which allows exploratory type of research to explore the paper’s purpose. For findings and analysis, thematic analysis was adopted to allow flexibility in the modification of data collection and research design.  Conclusion: This study’s findings and analysis identified three main themes linked to customer’s perception towards loyalty programmes: shopping criteria, benefit perception, and behavioural impulse. This suggests that customers do not regard loyalty programmes as an influential factor in their purchasing decision, but rather a second thought. By doing so, the purpose of loyalty programmes is hindered, resulting in repetitive purchasing behaviour being affected as well.
6

Exploring factors that influence South African tertiary students to participate in retail loyalty programmes

Le Roux, Zandri 02 1900 (has links)
The average South African tertiary student spends more than the average South African individual each month, making them a valuable market to be understood by retailers. One technique retailers use to differentiate themselves from the increased competition is by relationship marketing through loyalty programmes. Research on the topic of loyalty programmes increased rapidly over the last decade. The problem, however, is that the majority of past research on the subject of loyalty programmes only focused on what happens after customers have already joined a loyalty programme. Little research exists regarding the factors that influence subject participation in loyalty programmes. Furthermore, to date no research study has investigated factors that might influence loyalty programme participation among South African students. The purpose of this study was to understand the tertiary student market by building on the research of De Wulf et al. (2013:69-83) as a vital study to explore factors that might influence them to participate in retail loyalty programmes. An exploratory study was conducted, in which data was collected from students studying at Pearson Institute of Higher Education/ CTI Pretoria by means of self-administered questionnaires. The study followed a quantitative research approach, in order to satisfy the research objectives. The results of the study indicate that the top four characteristics most likely to influence students to participate in a retail loyalty programme, include: a loyalty programme where you receive immediate discounts on certain items at purchase; a loyalty programme that allows you to use your loyalty card at more than one retailer; a loyalty programme with unlimited duration on the usage of benefits or rewards; a loyalty programme that rewards you by giving immediate benefits. / Business Management / M. Com. (Business Management)
7

Client loyalty in the long term insurance industry.

Edoo, Nasrat. January 2002 (has links)
Background In recent times the insurance industry has seen rapid migration of clients among the different companies in search of better rates from the latest intermediary. Cancellation and surrenders of policies have marked this migration of clients. Clients are dependent on brokers for advice, thus making client loyalty dependent on the relationship between the intermediary and the client. In this model there is a gap in the relationship between client and company. Objectives The primary objective of this study is to elucidate the preconception that client loyalty is dependent on the relationship that an intermediary has with a client. The secondary objective of this study is to determine how clients' perceptions and attitudes lends itself to either clients remaining with, or leaving a particular insurer in favour of another. Methods Data was collected by means of a research questionnaire received from 50 respondents, made of clients from the Sanlam Broker Services database. Open ended questions and disconfirmation scales were used. One sample chi-square was used to test the hypotheses. Results Despite clients having received expected levels and better than expected levels of service from a company, clients still prefer to deal with an advisor. The factors that affect clients' decision to remain or migrate to another company are service, reputation, performance and rates. The most common factors for discontentment are poor service, misrepresentation, lack of confidentiality, and poor performance. It was also found that that there is a higher degree of awareness and membership among higher income earners than lower income earners. Conclusion It is recommended that more than demographic knowledge be accessed to keep clients loyal. Lifestyle studies need to be conducted and perhaps this information used to develop innovative marketing strategies. Partnerships with successful existing loyalty programmes also need to be explored as a client retention mechanism. Client loyalty cannot be explored in isolation. It must encompass the entire organization. There is ample evidence in the literature review to support this view. / Thesis (MBA)-University of Natal, Durban, 2002.
8

Věrnost zákazníka jako konkurenční nástroj cestovních kanceláří a agentur / Consumer loyalty - competitive advantage of travel agencies

Malá, Barbora January 2008 (has links)
The theoretical part of diploma thesis "Consumer loyalty - competitive advantage of travel agencies" is focused on specification of tourism product and the main differences in goods and services. This part also deals with principles of loyalty and motivation programmes and includes marketing view of particular forms of sales promotions. The practical part is based on analysis of loyalty and motivation programmes aplicated by travel agencies in the market of the Czech republic during the period under consideration (june 2007 - september 2008). Practical part is also focused on marketing research concentrated on relation between consumers and travel agencies, their knowledge of existing loyalty and motivation programmes and demonstration of theirs effectivity.
9

Vykazování výnosů podle IFRS / IFRS and accounting of revenues

Svobodová, Tereza January 2008 (has links)
The thesis deals with rules for right reporting of revenues, which result from International accounting standard IAS 18 -- Revenue. There is briefly characterized the harmonization of financial reporting in the introduction. After that follows the development and the history of IFRS. The third part contains the analysis of the standard IAS 18 -- Revenue and standard IAS 11 -- Construction contracts, including three according interpretations. The final section is focused on the research of ten annual reports with a view to explain the observance of IFRS standards in pracitice.
10

Porovnání přístupu českých a anglických zákazníků k věrnostním programům / Comparison of attitude to loyalty programmes between Czech and English customers

Müllerová, Patricie January 2014 (has links)
This work deals with customer loyalty and loyalty programmes in areas of buying chemist goods, clothing, footwear and groceries. The main objective of this work is to compare the approach of English and Czech customers to loyalty programmes in these areas. The intention of the analysis is to discover whether the approach to loyalty programmes in these two countries varies and what are the major differences. Does using a loyalty programme really affect customer loyalty? Who are more loyal, Czech or English customers? The aim is also to find out how customers use their loyalty programs, what kind of rewards are the most attractive for them and what personal information are they willing to provide when they sign up for loyalty programmes. The analysis also aims to pose these same questions to multi-brand partnership programmes and also mobile applications. This work can therefore benefit companies operating in both Czech and English markets to adapt their loyalty programs to be most effective.

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