scholarly journals Effect of customer loyalty program on customer satisfaction and its impact on customer loyalty

2019 ◽  
Vol 9 (1) ◽  
pp. 15-23
Author(s):  
Salihah Khairawati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Loyalty Programs ◽  
Survey Method ◽  
Business Managers ◽  
Loyalty Program ◽  
Retail Business ◽  
Customer Loyalty Programs ◽  
A Company

The aim of this research is to examine the effect of the customer loyalty program on customer satisfaction and its impact on customer loyalty. This program is developed by the company in order to increase customer satisfaction. Optimal customer satisfaction will be able to create customer loyalty. For a company, customer loyalty will guarantee the company’s income to be constantly optimal. The research is conducted using the survey method involving 110 customers and 100 feasible data used. The sampling technique used is judgment sampling and data collected through the questionnaire. It uses SEM in examining hypotheses assisted by software AMOS version 20.0. Member card significantly affects customer satisfaction, while discount promo has no significant effect on customer satisfaction and it also doesn’t affect customer loyalty. Member cards and discount promo have a direct effect on customer loyalty. In general, it can be understood that the customer loyalty program applied by Alfamart either member card or discount promo affects customer satisfaction and has an impact on customer loyalty. This research gives input to retail business managers in managing customer satisfaction through the proper development of customer loyalty programs.

Building an Effective Customer Loyalty Program

2018 ◽  
pp. 195-212 ◽  
Author(s):  
Kumari Smriti
Keyword(s):  
Customer Loyalty ◽  
Loyalty Programs ◽  
Loyalty Program ◽  
Targeted Marketing ◽  
The Right ◽  
Customer Loyalty Programs ◽  
A Company ◽  
Loyal Customers

Customer loyalty schemes is a practice, employed by retailers, to reward their loyal customers. It entails giving incentives such as loyalty cards, reward points, etc. These also serve as a repository of information about a customer which helps in targeted marketing. This chapter analyses some of the successful customer loyalty programs by companies, discusses some of the reasons of failures of such program and looks at what industry experts have to say in this regard. We then collate all this information to suggests a process to identify and choose the right customer loyalty programs for a company.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

scholarly journals PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

Innovating the customer loyalty program with social media

2019 ◽  
Vol 32 (5) ◽  
pp. 807-823 ◽  
Author(s):  
Wu He ◽  
Xin Tian ◽  
Feng-Kwei Wang
Keyword(s):  
Social Media ◽  
Customer Loyalty ◽  
Theory And Practice ◽  
Loyalty Programs ◽  
Loyalty Program ◽  
Data Set ◽  
Content Type ◽  
Media Technologies ◽  
Customer Loyalty Programs

Purpose Few academic studies specifically investigate how businesses can use social media to innovate customer loyalty programs. The purpose of this paper is to present an in-depth case study of the Shop Your Way (SYW) program, which is regarded as one of the most successful customer loyalty programs with social media. Design/methodology/approach This paper uses case study research as the methodology to uncover innovative features associated with the SYW customer loyalty program. The authors collected the data from SYW’s social media forums and tweets. The data set was analyzed using social media analytics tools including the R package and Lexicon. Findings Based on the research results, the authors summarize innovative social media features identified from SYW. The authors also provide insights and recommendations for businesses that are seeking to innovate their customer loyalty programs using social media technologies. Originality/value The results of this case study set a good example for businesses which want to innovate and improve their customer loyalty programs using social media technologies. This is the first in-depth case study on the SYW program, one of the most successful customer loyalty programs with social media. The results shed light on how social media can innovate customer loyalty programs in both theory and practice.

The Affordable Care Act on Loyalty Programs for Federal Beneficiaries

2013 ◽  
Vol 27 (1) ◽  
pp. 106-108
Author(s):  
Justin J. Piacentino ◽  
Karl G. Williams
Keyword(s):  
Affordable Care Act ◽  
Customer Loyalty ◽  
Loyalty Programs ◽  
Community Pharmacies ◽  
Loyalty Program ◽  
Patient Protection ◽  
Medicaid Beneficiaries ◽  
Definition Of ◽  
Customer Loyalty Programs ◽  
Out Of Pocket Costs

Objective: To discuss changes in the law that allow community pharmacy loyalty programs to include and offer incentives to Medicare and Medicaid beneficiaries. Summary: The retailer rewards exception of the Patient Protection and Affordable Care Act of 2010 and its change to the definition of remuneration in the civil monetary penalties of the Anti-Kickback Statute now allow incentives to be earned on federal benefit tied prescription out-of-pocket costs. The criteria required to design a compliant loyalty program are discussed. Conclusion: Community pharmacies can now include Medicare and Medicaid beneficiaries in compliant customer loyalty programs, where allowed by state law. There is a need for research directly on the influence of loyalty programs and nominal incentives on adherence.

scholarly journals The Role of Digital Loyalty Program towards Customer Loyalty through a Measure of Satisfaction

The Winners ◽  
2021 ◽  
Vol 22 (2) ◽  
Author(s):  
Roymon Panjaitan
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Loyalty Programs ◽  
Theoretical Development ◽  
Store Loyalty ◽  
Online Questionnaire ◽  
Loyalty Program ◽  
Resource Advantage Theory ◽  
Research Findings

The research aimed to explore the importance of loyalty programs to customer satisfaction and loyalty in digital business in Indonesia. The concept of theoretical development of the resource-advantage theory of competition and service-dominant logic was used for the development of research findings. Lazada, one of the e-commerce platforms, offered digital loyalty programs such as points store, loyalty store, e-coupon, e-newsletter, and flash sale. Thus data collection was distributed through an online questionnaire to Lazada customers, with a sample size of 384 respondents. Data testing with linear regression analysis was conducted to test the variables of the Lazada digital loyalty program on customer loyalty mediated customer satisfaction. The results shows that in digital loyalty program variables, the program features contribute positively directly and have the success of mediated customer satisfaction in the digital loyalty program. More products that offer customer-oriented technology feature innovation will increase customer loyalty amidst dynamic marketing capabilities in digital business innovation change, which gives impact to managers.

scholarly journals THE ROLE OF DIGITAL INNOVATION, PERCEIVED VALUE, AND LOYALTY PROGRAM ON CUSTOMER LOYALTY AT GARUDA INDONESIA

2020 ◽  
Vol 4 (2) ◽  
pp. 33-38
Author(s):  
Bayuaji Prasetyo ◽  
Triyono Arief Wahyudi
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Low Cost ◽  
Perceived Value ◽  
Loyalty Programs ◽  
Loyalty Program ◽  
Digital Innovation ◽  
Low Cost Carrier ◽  
Airline Company

Airlines business is a competitive industry, which pushes the airline company to make changes in its strategy to retain current customers or to get more customers. Garuda Indonesia as the flag carrier is also a Full-Service Carrier that operates among other Low-Cost Carrier in Indonesia. To win the competition with these Low-Cost Carriers, Garuda Indonesia has to make strategies in Digital Innovation, Perceived Value, and Loyalty Program. This study aims to analyze the effect of Digital Innovation, Perceived Value, and Loyalty Programs on customer satisfaction and trust that will impact on customer loyalty at PT Garuda Indonesia. Data is taken from the questionnaire answers of the respondents. The respondents are Garuda Indonesia passengers who fly international and domestic route and also a member of GarudaMiles (Loyalty Program of Garuda Indonesia). The results show Digital Innovation and Perceived Value have a significant impact on customer satisfaction and trust. While Loyalty Program has no significant impact on customer satisfaction and trust. The results of the study also show that customer satisfaction and trust had a significant impact on customer loyalty.

scholarly journals Analisis Pengaruh Bauran Pemasaran, Loyalty Program, Intentions to Switch Terhadap Kepuasan Pelanggan dan Implikasinya Pada Loyalitas Pelanggan PT. Bank Negara Indonesia 46 Merauke

2020 ◽  
Vol 13 (1) ◽  
pp. 22-31
Author(s):  
Lia Yudar Pratiwi
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Loyalty Programs ◽  
Significant Positive Effect ◽  
Loyalty Program ◽  
Analysis Technique ◽  
Negative Effect ◽  
Positive Effect

This study aims to analyze the effect of marketing mix on customer loyalty, analyze the effect of loyalty programs on customer loyalty, analyze the effect of intentions to switch on customer loyalty, analyze the effect of customer satisfaction on customer loyalty, analyze the effect of marketing mix on customer loyalty through customer satisfaction and analyze the effect loyalty program to customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke. The sample in this study was 76 customers. The analysis technique uses path analysis. The marketing mix has a significant positive effect on customer loyalty. The loyalty program has a significant positive effect on customer loyalty. Intentions to switch has a significant negative effect on customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. The marketing mix does not have a significant effect on customer loyalty through customer satisfaction. Loyalty programs do not significantly influence customer loyalty through customer satisfaction. Intentions to switch affect customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke.

scholarly journals CUSTOMER LOYALTY PROGRAM AS A TOOL OF CUSTOMER RETENTION: LITERATURE REVIEW

2016 ◽  
Vol 4 ◽  
pp. 199-203 ◽  
Author(s):  
Magdalena Hofman-Kohlmeyer
Keyword(s):  
Literature Review ◽  
Customer Loyalty ◽  
Financial Incentives ◽  
Marketing Strategies ◽  
Loyalty Programs ◽  
Loyalty Program ◽  
Customer Information ◽  
Affective Components ◽  
A Company

Customer loyalty is a highly valuable asset. To gain loyalty of current customers and create attachments, the growing ranks of entrepreneurs decide on implementation of loyalty programs. This article aims at providing a theoretical outlook on various approaches on loyalty programs derived from literature review and identifing the factors which lead to success of a company. The literature review offers some directives for managers which are useful in the preparation of rewarding programs and are also a source of valuable customer information that helps in building future marketing strategies. We concluded that loyalty programs impact customers using financial and psychological factors to maintain long-term loyalty. Furthermore, loyalty programs should include financial as well as affective components as only financial incentives don’t guarantee a long-term relationship.

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