scholarly journals Can Loyalty be extended to Airlines? An Inquisition from Air Passengers

2021 ◽  
Vol 8 (4) ◽  
pp. 233-246
Keyword(s):  
Narrative Inquiry ◽  
Customer Loyalty ◽  
Driving Force ◽  
Reward Systems ◽  
Sustainable Business ◽  
Frequent Flyer

Airlines have always sought to engage with passengers by resorting to customer loyalty programmes. The exigency for this is that customers drive businesses and loyalty constitutes a means to sustainable business. The loyalty programmes by airlines has been a driving force behind customer loyalty since the early 1980s. The study uses a narrative inquiry to explore the extent to which passengers have become acquainted with it. It also examines whether passengers can be loyal to airlines and under what conditions this can prevail. Its findings suggest that although air passengers are prepared to forge closer ties with the airlines, they often see the airlines as reneging on their pledge to offer reciprocal terms of this loyal arrangement. Keywords: customer loyalty, airlines, frequent flyer, passengers, reward systems

Reflections of the 1Malaysia Supply Chain (1MSC)

2019 ◽  
pp. 1199-1210
Author(s):  
Munira Halili ◽  
Latifah Naina Mohamed ◽  
Yudi Fernando
Keyword(s):  
Supply Chain ◽  
Driving Force ◽  
National Development ◽  
Supply Chain Performance ◽  
Chain Process ◽  
Sustainable Business ◽  
Key Players ◽  
Supply Chain Process ◽  
End To End

This chapter focuses on the 1Malaysia Supply Chain framework that acts as the mover that enables the whole 1Malaysia concept to be realized and implemented. It will highlight an in-depth review of the 1MSC. The 1MSC concept is derived from the integration between all the key players in the end-to-end supply chain process. This is where the stakeholders have the same goals in ensuring that the end-to-end process of supply chain is achieved. The 1MSC can be considered as an umbrella that governs the whole supply chain process. The driving force behind the realization of this concept is the strong foundation of its supply chain which integrates different parties as one. This chapter introduces the concept of national development incubator (NDI) where it combines the primary supply chain elements to achieve sustainable business and supply chain performance.

scholarly journals A METACOGNITIVE DECISION MAKING BASED-FRAMEWORK FOR BANK CUSTOMER LOYALTY MEASUREMENT AND MANAGEMENT

2015 ◽  
Vol 21 (2) ◽  
pp. 280-300 ◽  
Author(s):  
Fernando A. F. FERREIRA ◽  
Marjan S. JALALI ◽  
Ieva MEIDUTĖ-KAVALIAUSKIENĖ ◽  
Bianca A. C. P. VIANA
Keyword(s):  
Best Practices ◽  
Customer Loyalty ◽  
Driving Force ◽  
Cognitive Maps ◽  
Current Economic Climate ◽  
Economic Climate ◽  
Banking Institutions ◽  
Front Office ◽  
Office Employees

Bank customer loyalty is becoming a priority concern for banking institutions, as a means of gradually increasing complementary margins and eliminating the lack of liquidity caused by the current economic climate. Following a top down process, this focus culminates at the branch level, where banks’ front office employees are seen as a driving-force for building customer loyalty. At the same time, however, the difficulty in identifying and operationalizing the factors or determinants that most contribute to creating and maintaining bank customer loyalty has long been recognized. In this sense, based on the integrated use of cognitive maps and measuring attractiveness by a categorical based evaluation technique (MACBETH), this study proposes a multiple criteria framework for bank customer loyalty measurement and management. The results show that our framework allows bank customers with higher rates of customer loyalty to be identified and, from a benchmarking perspective, indicates what best practices should be followed to boost long-term relationships. Implications for scholars and practitioners are discussed.

scholarly journals The effects of frequent flyer programs in the airline industry on customer loyalty

2021 ◽  
Vol 3 (2) ◽  
pp. 130-147
Author(s):  
Hande Sahin ◽  
Ali Osman Kusakci ◽  
Baboucarr Mbowe
Keyword(s):  
Customer Loyalty ◽  
Airline Industry ◽  
Vital Role ◽  
Loyalty Programs ◽  
Civil Aviation ◽  
Aviation Industry ◽  
Frequent Flyer ◽  
And Gender ◽  
Main Components ◽  
Customer Loyalty Programs

Customer Loyalty Programs are one of the handiest tools to raise brand awareness, and secure long-term and strong ties between a brand and existing consumers. Airline companies have been using frequent flyer programs (FFPs) to retain customers with the expectation of increasing passengers’ loyalty levels. The purpose of this study was to examine the significance of FFPs for customer loyalty, which is of great help for customer retention in the civil aviation industry in the sample of passengers flying from the new Istanbul Airport. Furthermore, we questioned the effectiveness of various services and products offered within FFPs for loyalty, which is decomposed into two main components, behavioral, and attitudinal commitment of loyalty. We evaluated the significance of various demographic factors on passengers’ perception of FFPs services and privileges, and customer loyalty. The study confirmed the vital role of FFPs to build up brand loyalty, where profession, duration of the membership to FFPs, and gender are essential factors.

scholarly journals Social Entrepreneurship Marketing Communication Strategy in Maintaining Customer Loyalty

2021 ◽  
Vol 8 (1) ◽  
pp. 76
Author(s):  
Dewi Rachmawati ◽  
Taufan Teguh Akbari ◽  
Sandy Adithia
Keyword(s):  
Customer Loyalty ◽  
Social Entrepreneurship ◽  
Qualitative Methodology ◽  
Communication Strategy ◽  
Social Entrepreneur ◽  
Marketing Communication ◽  
Social Entrepreneurs ◽  
Sustainable Business ◽  
Start Up ◽  
The Right

Social entrepreneurship is a part of the world of entrepreneurship which is a combination of conventional profit-oriented businesses with a movement that is oriented towards social change. Social entrepreneurship has the potential as a solution that creates innovation, solves social problems, as well as creates new, better social values. However, its new existence and its form which is a combination of the two opposing values is a big challenge for these business actors. One way that can be a bridge to answer this problem is through the right marketing communication strategy not only to find the right customers, but also to create loyalty in order to create a sustainable business ecosystem. Therefore, this study was conducted to examine the form of marketing communication strategies of social entrepreneurs in order to find the right form of strategy in maintaining customer loyalty. The approach taken is a descriptive qualitative methodology with in-depth interviews with several resource persons who are the founders or leaders of start-up Social Entrepreneurs. The results showed that the strategies implemented by start-up social entrepreneurs including DuAnyam, Wangsa Jelita & Sunkrisps were very diverse and mostly through digital channels. From this channel, they concocted various ways to keep customers loyal and get benefits from the social entrepreneur program.

Antecedents and Consequences of Relationship Quality in B2B Markets

2015 ◽  
Vol 6 (1) ◽  
pp. 35-60 ◽  
Author(s):  
Eman Mohamed Abd-El-Salam
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Vital Role ◽  
Business Relationship ◽  
Sustainable Business ◽  
Relationship Value ◽  
Business Customers ◽  
Business To Business

The purpose of this paper is to examine how service quality, relationship value, relationship quality and customer loyalty play a vital role in the Egyptian business to business market-and to test it empirically in agricultural business customers of chemical manufacturer with respect to their main supplier. The findings of this study show significant positive relationships among the variables under investigation. An international manufacturing company can manage its buyer-seller relationships to gain the trust, commitment, satisfaction, and loyalty of its business customers by offering high service quality. When the goal is to improve corporate marketing performance and increase business with an existing customer, managers should focus on the role of value as a key building block in their relationships. Relationship quality (satisfaction, trust and commitment) appears to be an important antecedent in establishing a sustainable business relationship. The paper adds to the understanding of business relationships in the Egyptian context by studying customer satisfaction, customer loyalty, customer trust, and customer commitment from the perspective of relationship-value-based dimensions. This approach emphasizes the pivotal role of relationship value as well as relationship quality, which has not been studied before in Egyptian business to business relationship markets.

scholarly journals A Fashionable Mask: Branded Value Proposition during the Coronavirus Pandemic

2021 ◽  
Vol 4 (1) ◽  
pp. 21
Author(s):  
Victoriya Larchenko
Keyword(s):  
Customer Loyalty ◽  
Business Strategy ◽  
Social Economic ◽  
High Tech ◽  
Value Proposition ◽  
Fashion Industry ◽  
Sustainable Business ◽  
Fashion Brand ◽  
The Social ◽  
The Look

The coronavirus pandemic has changed not only the social, economic, political spheres of nations, but also fashion industry, having to cancel fashion shows. Fashion brands started offering value proposition changed under new conditions to give the value to their customers with changing needs. A lot of fashion brands follow their pandemic sustainable business strategy to help medical staff with masks, gowns, and sanitizers for free, to donate to medical organizations, coronavirus research in Universities’ laboratories that also increases their EVA. A mask takes mostly two functions – utilitarian and emotional, i.e. new technological and fashionable part of the mask production/consumption. There are creative ideas in mask making by technological brands like a self-cleaning mask, collaborations of high-tech companies and fashion industry representatives like hijab-wearing masks for Arab medical female staff, fashion brands creating fashionable masks by using double sustainable business strategy like cutting masks from vintage clothes and donating from proceeds, popculture brands creating masks with their branded themes, fashion brands creating cloth masks made of the latest trends, artists creating unique masks using artisan techniques, a technological and fashionable mix like face-recognition masks, and also politicians setting up mask trends like the Slovakia president to have the mask matching the look in color or Japanese Chief Cabinet Secretary to promote indigenous print on a mask. The fashion brand analysis shows that the value proposition is based on value increase in EVA during the coronavirus pandemic, because they understand the necessity of sustainabile business strategy to gain the longer-term customer loyalty.

scholarly journals Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan pada Maskapai Penerbangan Garuda Indonesia Melalui Program Frequent Flyer

2019 ◽  
Vol 3 (6) ◽  
pp. 30
Author(s):  
Eva Dwi Sundari
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Frequent Flyer ◽  
Research Findings ◽  
Almost All ◽  
A Company

The aim of this study is to examine the effect of Customer Relationship Management (CRM) on customer loyalty on Garuda Indonesia airlines through frequent flyer programs. The study sample was taken from Garuda Indonesia passengers over the age of 18 years. Primary data was collected through convenience sampling. Regression analysis is used to test hypothese. There is the influence of Customer Relationship Management on Customer Loyalty on Garuda Indonesia airlines, there is a Frequent Flyer influence on customer loyalty on Garuda Indonesia airlines, there is a frequent flyer influence to moderate Customer Relationship Management to Garuda Indonesia Customer Loyalty, there is the effect of Customer Relationship Management, Frequent Flyer for Garuda Indonesia airlines. It is better if further research is conducted in the long term, so that Garuda Indonesia CRM can be explored more far. While Garuda Indonesia's services cover almost all of Indonesia and several other countries. The literature that discusses CRM is still not much so that the dimensions of dimension elaboration are still limited. Research findings reveal the need and importance of a company to continuously improve Customer Relationship Management. This study shows the need to emphasize the use of critical customer loyalty and to recognize the nature and importance of frequent flyer moderation effects. The value of this research is a combined and practical theory and finds four management implications and three practical implications.

scholarly journals Customer Loyalty and Profitability: Empirical Evidence of Frequent Flyer Program

2013 ◽  
Vol 5 (6) ◽  
Author(s):  
Enny Kristiani ◽  
Ujang Sumarwan ◽  
Lilik Noor Yulianti ◽  
Asep Saefuddin
Keyword(s):  
Empirical Evidence ◽  
Customer Loyalty ◽  
Frequent Flyer

Reflections of the 1Malaysia Supply Chain (1MSC)

2018 ◽  
pp. 5527-5537
Author(s):  
Munira Halili ◽  
Latifah Naina Mohamed ◽  
Yudi Fernando
Keyword(s):  
Supply Chain ◽  
Driving Force ◽  
National Development ◽  
Supply Chain Performance ◽  
Chain Process ◽  
Sustainable Business ◽  
Key Players ◽  
Supply Chain Process ◽  
End To End

This chapter focuses on the 1Malaysia Supply Chain framework that acts as the mover, which enables the whole 1Malaysia concept to be realized and implemented. It will highlight an in-depth review of the 1MSC. The 1MSC concept is derived from the integration between all the key players in the end-to-end supply chain process. This is where the stakeholders have the same goals in ensuring that the end to end process of supply chain is achieved. The 1MSC can be considered as an umbrella that governs the whole supply chain process. The driving force behind the realization of this concept is the strong foundation of its supply chain which integrates different parties as one. This article introduces the concept of National Development Incubator (NDI) where it combines the primary supply chain elements to achieve sustainable business and supply chain performance.

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