A Framework for Improving Customer Loyalty at Retailers in Jeddah City: A Case Study

Alsulami, Hemaid

doi:10.4236/ajibm.2021.119059

Cited by 3 publications

(4 citation statements)

References 3 publications

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“…Loyalty can be described as a condition in which a person purchases products regularly based on decision making (Fuadi et al, 2019). Organizations or companies must strive to be able to provide a very high level of satisfaction and increase the number of loyal customers because customers cause high sales of the latest products and at the same time bind them from competing companies (Alsulami, 2021). Customer loyalty can be achieved from how much the store is willing to provide the best service to customers.…”

Section: Literature Review Customer Loyaltymentioning

confidence: 99%

“…Shopping behavior is also influenced by economic factors such as price and promotion.is one of Watsons Indonesia's achievement targets. Customers are an essential source of income for companies (Alsulami, 2021). Loyal customers can provide benefits for the company, for example by not easily switching to other companies with the same product (Nikmah, 2017;Muhammad et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

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Analysis of Factors that Influence the Customer Loyalty in Modern Pharmacy Retail in Indonesia

Tandiono,

Agus

2023

JSEB

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The study analyzes several factors that are seen to influence the customers loyalty in modern pharmacy retail. This study was conducted at Watsons Indonesia. This study examines the influence of in-store experience (IE), membership programs (M), and use of private labels (PL) on customer loyalty. Shopping habits are proposed as a variable that moderates the three independent variables on customer loyalty. Data was collected from a sample of 232 Watsons Indonesia customers and the relationship between variables was tested using structural equation models. The findings show that IE and M are not proven to have a significant influence, but PL is proven to have a significant influence on customer loyalty at Watsons Indonesia. Furthermore, shopping habits do not significantly moderate EI, PL, and M in building customer loyalty of the company.

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Section: Literature Review Customer Loyaltymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Analysis of Factors that Influence the Customer Loyalty in Modern Pharmacy Retail in Indonesia

Tandiono,

Agus

2023

JSEB

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“…Studies have demonstrated contradicting arguments in regard to the influence of reward programs on customer buying behavior. A study conducted by Alsulami (2021) explored the relationship between customer satisfaction and customer loyalty in supermarket retailers in Jeddah city, Saudi Arabia. The study employed a survey questionnaire to collect data from a sample of 2000 supermarket customers in the five leading retail supermarkets in Jeddah.…”

Section: Empirical Review and Hypothesis Development Reward Programs ...mentioning

confidence: 99%

Do customer loyalty programs enhance customers buying behaviour in supermarkets in Kenya?

Lawrence

Muathe

2022

IJRBS

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This study aims to examine the effect of customer loyalty programs on customer buying behavior in supermarkets in Nairobi City County, Kenya. Specifically, the study sought to establish the effect of reward programs, point accumulation programs, and reward frequency programs on customer buying behavior. A descriptive research design was employed, and questionnaires and interview guides were used to collect data. A sample of 384 respondents was selected from a target population of 985,016 using the non-probabilistic purposive sampling method. Findings indicate that consumers’ level of preference for the particular supermarket loyalty programs was high in specific supermarkets. It was also found that points’ redemption rates differed among the supermarkets. The majority of the supermarkets allowed customers to redeem their points at any time and customers preferred benefits connected to frequent visits and fast points reimbursement based on the reward method used. The study concluded that point cumulative program and reward method program positively and significantly affects consumer buying behavior but reward frequency negatively and significantly affected customer buying behavior. The study recommended that the point accumulation program should be made easier for customers by the marketing departments in the supermarkets.

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“…Many companies have continued to give importance to total promotional package (Agbonifoh et al 2007), because of their competitive role (Onuoha 2016;Agu and Uduak 2018), mainly leading to positive reactions of consumers and driving customer loyalty (Agu 2021;Farris and Quelch 2004;Okpara 2012). Alsulami (2021) conducted a study to identify the customer loyalty of supermarket retailers in Saudi Arabia and found that promotional packages are among the factors that encourage customer loyalty. However, in previous literature based on the telecommunication sector, very few studies considered promotional packages as an antecedent of consumer loyalty, in order to assess the direct or indirect relationship between them in the telecommunication sector (Dhasan and Kowathanakul 2017;Dhasan and Kowathanakul 2021).…”

Section: Promotional Packagementioning

confidence: 99%

Role of Service Quality in Improving Customer Loyalty towards Telecom Companies in Hungary during the COVID-19 Pandemic

et al. 2021

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The telecommunication sector is one of the most rapidly growing sectors in the world. The COVID-19 pandemic has created an increased dependence of customers on telecommunications to continue their work and studies. The increased usage of internet and telecom services during the COVID-19 pandemic has brought many risks and challenges for the telecom companies to meet the requirements of the consumers. In this regard, it is crucial to understand the factors affecting customer loyalty towards telecom companies during the COVID-19 pandemic. This study is conducted to evaluate the effect of service quality, perception towards promotional packages, and customer delight on customer loyalty towards telecom companies in Hungary. The study also examined the mediating role of customer delight and perception towards promotional packages between service quality and customer loyalty. Another aim of the study is to compare the behavior of Hungarian customers and foreign customers living in Hungary towards telecom companies in the course of the COVID-19 pandemic. The study used a linear snowball sampling method and a well-structured questionnaire to collect the data. In total, 589 completed responses were used for analysis out, of which 208 responses are from Hungarian customers and 381 are from foreigners. To analyze the collected data, regression analysis was applied by using AMOS 22 package. The results of our study revealed that service quality and perception towards promotional packages positively influence customer loyalty among both Hungarian and foreign customers. On the other hand, customer delight significantly influences customer loyalty only among foreign customers. The results also proved the mediating role of promotional packages and customer delight between service quality and customer delight. This study will provide significant practical implications for managers of telecom companies in Hungary.

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A Framework for Improving Customer Loyalty at Retailers in Jeddah City: A Case Study

Cited by 3 publications

References 3 publications

Analysis of Factors that Influence the Customer Loyalty in Modern Pharmacy Retail in Indonesia

Analysis of Factors that Influence the Customer Loyalty in Modern Pharmacy Retail in Indonesia

Do customer loyalty programs enhance customers buying behaviour in supermarkets in Kenya?

Role of Service Quality in Improving Customer Loyalty towards Telecom Companies in Hungary during the COVID-19 Pandemic

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