Effect of Loyalty Card on Customer Satisfaction Report
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Added on 2020-04-01
Effect of Loyalty Card on Customer Satisfaction Report
Added on 2020-04-01
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Running head: EFFECT OF LOYALTY CARD ON CUSTOMER SATISFACTIONEffect of Loyalty Card on Customer SatisfactionName of the Student:Name of the University:Author’s Note:
EFFECT OF LOYALTY CARD ON CUSTOMER SATISFACTION1Executive SummaryThe report aims to analyze the association between loyalty card and satisfaction of customersperceived in the retail industry. The objective is consists of few hypotheses and theirinterpretation. The first question is about the relationship between frequency level and all otherfactors such as Customer loyalty, service quality, customer trust, commitment and shopping. Thesecond question addresses the association between frequency and customer trust. The third one isconcerned about the association between quality of service and customer trust. The fourth one isfor finding the association between service qualities and shopping. The fifth objective is to findthe link between service quality and customer trust. The last one is between service quality andcommitment level. Analyzed data about loyalty card and customer satisfaction is secondary in nature. In order to getthe necessary data analysis for Middle East retailing Industry, we used proper statistical toolslike Minitab and MS excel. The results of the conducted analysis helped us to draw the necessaryinterpretations for conclusion. The tables of descriptive statistics, bivariate regression model andlogistic regression model are provided in the report.
EFFECT OF LOYALTY CARD ON CUSTOMER SATISFACTION2Table of contents1.0.Introduction...........................................................................................................................31.1Background and problem statement..................................................................................31.2Aim and research questions....................................................................................................41.0Literature review...................................................................................................................42.1 Loyalty Card..........................................................................................................................42.2 Retail Services.......................................................................................................................52.3 The Scenario of Retail Industry in Middle East:...................................................................53.0Methodology.........................................................................................................................63.1 Data collection.......................................................................................................................63.2 Data analysis..........................................................................................................................63.2.1Analysis Procedure and software approach:................................................................................73.2.2 Qualitative data summary:-........................................................................................................74.0Quantitative Analysis and results:-.......................................................................................84.1 Descriptive statistic................................................................................................................84.2 Bivariate regression analysis...............................................................................................104.3 Logistic regression analysis.................................................................................................145.0Discussion and conclusion..................................................................................................17References......................................................................................................................................18Appendix........................................................................................................................................19
EFFECT OF LOYALTY CARD ON CUSTOMER SATISFACTION31.0. IntroductionThe customer satisfaction aims to target on researchers and marketing managers as a crucialissue of loyalty of customers. The current studies proposed that delight of customer perhapsgenerates more customer loyalty than customer satisfaction (Kim, Vogt, & Knutson, 2015).sThe background and problem statement, aims and objectives as well as justification are in thefirst segment of the report. In the second part, a literature review would provide in-depthinformation about the topic. The preceding segment would inform about the appliedmethodology including data collection and data analysis (Sachs, 2015). The research project isaccomplished with a conclusion in the last part.1.1Background and problem statementNow days, loyalty has become the major concern to researchers and marketing managersas a multiphase idea and a useful part of customers with accompanying targeted strategies. It isan empirical study on satisfaction of the customers, delight and loyalty. The major aim of thisstudy is to make out how loyalty gets influence from customer satisfaction and customer delightto make out the multiphase framework of loyalty and cognitive loyalties (Bowen and ChenMcCain, 2015).A key driver for loyalty card in retail industry contributes the body of knowledge.Because of rapidly growing globalization, the environment of competition is growing in retailindustry that is making more innovations. It ensures a retailing organization to prosper and builda competitive advantage (Maier et al., 2014).
EFFECT OF LOYALTY CARD ON CUSTOMER SATISFACTION4In Middle East countries like Qatar, Saudi Arabia, Jordan and Israel, the analytical studybased on primary collected data shows that rapidly growing graph. Tangibles areas have thehighest customers’ perception and competence areas have lowest customers’ perception (Hossainand Leo, 2014). 1.2Aim and Questions of ResearchThe key objective of this research project is to analyze the association exists betweenCustomer loyalty and customer satisfaction. The aim could be achieved with the help of belowmentioned questions of research:1.Are all the other factors associating with frequency level?2.What relationship exists between frequency level and customer trust?3.Is there a linkage between frequency level and commitment?4.Is there an association between service quality and customer trust?5.What relationship exists between Customer loyalty and service quality?6.Is there any association between commitment and customer trust?7.What linkage exists between shopping and customer trust?1.0Literature review2.1 Loyalty CardIn general, the aim of the report is to evaluate the quality of service in retail hospitalitysector in the Middle East. This relies on various levels of perceptions of the consumers regardingquality of service. The typical focus is to increase the technological and organizational aspects ofe-business (Sayigh, 2014). This is consistent with the resource-based theory to integrate thevalue creating marketing. The study focuses to test the impact of dimension of quality of services on customerloyalty. We observe two types of retail analysis such as person-to-person (salesperson level) andperson-to-firm (store level). The analysis indicates that service quality is positively linked with
EFFECT OF LOYALTY CARD ON CUSTOMER SATISFACTION5loyalty of customers. The strength of loyalty of customers is a significant predictor to grow thecompany level and reputation. Further discussion about discussion of loyalty card with frequencylevel and managerial implications on retail trade are given below.Owing to the growing competition in retail hospitality, the customer service is animportant part and hospitality managers should consider how to enhance satisfaction ofcustomers with respect to quality of service (Kim,Vogt and Knutson, 2015).2.2 Retail ServicesTo achieve higher degrees of services of quality in retail services such as restaurants andaccomodation should deliver higher degrees of quality of service. In the present context,perceptions of customers are high in the level of infrastructure and accommodation facilities ofthe restaurants preceded by return on deposits. This report also includes the internationaldimension to the retail services literature. In terms of product innovation, the research on the resource-based approach that argues ifloyalty cards are strategically aimed at satisfaction of customers with respect to quality ofservice. The report relates satisfaction of customer and customer perception in retail industry.The study indicates that shopping, service quality and frequency level are crucial factors thatinfluence customer satisfaction. For achieving radical innovations, flexible working hours areimportant of the employees of the company.2.3 The Scenario of Retail Industry in Middle East:The Middle East is an emerging and lucrative marketplace that has currently captured theattention of the world-economy for economical reasons. The exploratory study examines the
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