Showing 5 results for Loyalty
Kamran Feizi, Mohammad Hossein Ronaghi,
Volume 21, Issue 1 (6-2010)
Abstract
One of the crucial factors affecting success of e-banking services is customer’s trust. Acquiring customer trust depends on different variables that an e-banking struggles to control. This research aims to explain and clarify the inter-relationships and the interaction effects among customer’s online trust and other relevant factors such as satisfaction and loyalty in e-banking. We developed a model of customer's trust in e-banking industry based on the outcomes of previous researches and semi-structured interviews with experts in e-banking services. To examine the model a descriptive survey was applied. The survey sample population consisted of 405 randomly taken e-banking service users in the city of Tehran, according to a cluster random sampling skim. An important part of the results revealed Trust beliefs relate directly with satisfaction and loyalty among e-banking customers.
Diena Dwidienawati, Deborah Audreylia Kusuma, Herlin Kartini, Jesslyn Johanna Wijaya,
Volume 33, Issue 2 (6-2022)
Abstract
The Coronavirus (Covid-19) has become a threat to the world. The government has implemented various policies to prevent its spread, such as self-isolation, social distancing, etc. The regulation turned out to pose a big threat to many companies, especially in the retail sector. To survive in a pandemic, the company needs to ensure brand loyalty as an important factor in maintaining company stability. This study aims to determine the effect of Corporate Social Responsibility, Service Quality, Customer Satisfaction on Brand Loyalty, and the effect of Service Quality on Customer Satisfaction in coffee shop brands from the US. The method used is descriptive quantitative with 100 respondents from Greater Jakarta. The findings show that Corporate Social Responsibility and Service Quality do not directly influence Brand Loyalty, while Customer Satisfaction has a positive and significant relationship with Brand Loyalty. Meanwhile, Service Quality affects Customer Satisfaction positively and significantly.
Ayesha Sharif, Zuraidah Sulaiman, Asim Ali Chaudhry,
Volume 33, Issue 3 (9-2022)
Abstract
Brand loyalty is driven by share, comments, online review, like, and dislike on the social media platform of specific brands. The study empirically assessed with the influence of the dimensions of brand's personality as a moderator on SMBC and brand loyalty among customers’ popular fashion brands. The Aaker Brand Personality Scale used to measure the personality of fashion brands. Online brand personality can exist in the same way as offline brands. This means that social media has brand personalities, and these can influence consumer perceptions in different ways. This research utilized a quantitative approach in which questionnaires was distributed to SMBC users as the research population. The research was performed Structural Equation Modeling using IBM SPSS Statistics 23 software and Smart PLS 3.2.9 to analyze the data. The findings were help brands to make marketing plans to influence any type of unsatisfactory situations.
Shahla Zandi, Reza Samizadeh, Maryam Esmaeili,
Volume 33, Issue 4 (12-2022)
Abstract
A coalition loyalty program (CLP) is a business strategy employed by for-profit companies to increase or retain their customers. One of the operational challenges of these programs is how to choose the mechanism of coordination between business partners. This paper examines the role of revenue sharing contracts in the loyalty points supply chain of a CLP with stochastic advertising-dependent demand where the program operator (called the host) sells loyalty points to the partners of the program. The purpose of the study is to examine the effect of this coordination mechanism on the decisions and profits of the members of the chain using the Stackelberg game method and determine whether the presence of revenue sharing contracts benefits the chain members when the advertising is done by the host and when the advertising cost is shared between the host and its partners. The results show that when the host gives bonus points to end customers (advertising), revenue sharing contracts become a powerful incentive for the profitability of the host and its partners. The findings provide new insights into the management of CLPs, which can benefit business decision-makers.
Shahla Zandi, Reza Samizadeh, Maryam Esmaeili,
Volume 34, Issue 3 (9-2023)
Abstract
A coalition loyalty program (CLP) is a business strategy adopted by companies to increase and retain their customers. An operational challenge in this regard is to determine the coordination mechanism with business partners. This study investigated the role of revenue-sharing contracts (RSCs) considering customer satisfaction in coalition loyalty reward supply chain planning. A two-stage stochastic programming approach was considered for the solution considering the demand uncertainty. We aimed to investigate the impact of RSCs on the decision-making and profitability of the host firm of this supply chain taking into account the maximization of the profit coming from the CLP compared to the more common wholesale price contract (WPC). After the model was solved, computational experiments were performed to evaluate and compare the effects of RSCs and WPCs on the performance of the loyalty program (LP). The results revealed that RSC is an effective incentive to increase the host’s profit and reduce its cost. These findings add new insights to the management literature, which can be used by business decision makers.
