Loyalty, Quality And Satisfaction In FMCG Retail MarketDoes Loyalty In Retailing Exist?

Reward redemption behaviour in retail loyalty schemes

In most retailer loyalty schemes, cardholders obtain ‘points’ based on their purchases. These points may be redeemed for rewards. This paper uses individual cardholder transaction records from a leading UK retailer and a related qualitative study to investigate this redemption behaviour. It provides a description and taxonomy of reward redemption behaviour, including non-redemption. Amongst tho...

Satisfaction Strength and Customer Loyalty

Although empirical research indicates that satisfaction is intimately linked to loyalty, anecdotal evidence reveals that many customers who state that they are very satisfied with a service provider nevertheless subsequently defect. In this paper, the authors focus on identifying which customers are vulnerable to defection despite stating high levels of satisfaction. Drawing on the emerging per...

The 6th TQM World Congress, 2001, Saint Petersburg Customer Satisfaction and Loyalty 340 CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN EUROPEAN RETAILING

Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains in other countries e.g. the Scandinavian countries. This development will demand even more focus on cu...

Can Service Quality, Trust, and Customer Satisfaction Engender Customers Loyalty?

This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the stud...

Why Satisfaction Doesn’t Buy Loyalty