The Loyalty Program inside the retail market

This study examines the importance of loyalty programs in the retail market and their impact on customer satisfaction and business growth. It explores different types of loyalty programs and their effectiveness in inspiring customer loyalty. The study also discusses the background of the retail sector in Morocco and the challenges faced by low-cost retailers. The findings suggest that loyalty programs play a crucial role in customer retention and can help retail businesses gain a competitive advantage.

The loyalty program inside the retail
market

Table of Contents
Topic : The Loyalty Program inside the retail market. ...................................................................1
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Introduction...........................................................................................................................1
1.2 Background...........................................................................................................................2
1.3 Overview of retail sector.......................................................................................................5
1.4 Aims......................................................................................................................................6
1.5 Objectives..............................................................................................................................7
1.6 Research Questions...............................................................................................................7
1.7 Scope of the study.................................................................................................................7
1.8 Rationale...............................................................................................................................8
1.9 Problem Statement..............................................................................................................10
1.10 Research Specification......................................................................................................12
CHAPTER 2: LITERATURE REVIEW.......................................................................................15
2.1 Introduction.........................................................................................................................15
Customer Perception.................................................................................................................15
Theme 1: Nature of competition in the international and local supermarket sector in Morocco.
...................................................................................................................................................16
Theme 2: To investigate the role of customer focused loyalty programmes in the supermarket
sector by the international and local store.................................................................................25
Theme 3: Recommendation of framework for improving the efficiency of customers focused
loyalty programmes...................................................................................................................33
CHAPTER 3: RESEARCH METHODOLOGY-PRIMARY RESEARCH..................................43
1 Introduction............................................................................................................................43
4.2 Research type......................................................................................................................44
4.3 Research strategy................................................................................................................45
4.4 Research philosophy...........................................................................................................46
4.5 Research Approach.............................................................................................................48
4.6 Research Design..................................................................................................................50
4.7 Research Sampling..............................................................................................................51

4.8 Data Collection....................................................................................................................53
4.9 Data Analysis......................................................................................................................54
4.10 Ethical Consideration........................................................................................................55
4.11 Research Limitation..........................................................................................................57
CHAPTER 4: DATA ANALYSIS................................................................................................59
CHAPTER 5: CONCLUSION & RECOMMENDATIONS.........................................................98
5.1 Introduction.........................................................................................................................98
5.2 Conclusion...........................................................................................................................98
Recommendation.....................................................................................................................113
REFERENCES............................................................................................................................120

Topic : The Loyalty Program inside the retail market.
CHAPTER 1: INTRODUCTION
1.1 Introduction
Loyalty programs are the company strategies which is very helpful to retained the
customers. Such marketing efforts have proven retailer one of the most effective and tactics for
increasing revenue and inspiring customer trust (Achy and Joekes, 2016). It has been analysed
that 84% consumers are stick with the companies who offers loyalty programs. This is the high
range quality services which is provided by the service provider to their service users. Apart
from such trends, retailers come up with the rewards programs which enable to inspire customers
loyalty and make them satisfied with the services and goals. Retail loyalty programs are
beneficial for those customers who are the frequent buyer. There are different types of other
retail loyalty programs such as Basic Points which is commonly used by the buyers in often
basis. In other words, Basic Points has been earned by consumer by spending more on the
product or services. Another form of loyalty program is Tiered Points system, Some
companies have customised basic points based.
In this customer loyalty program companies can better offer the customer service
programs to be more energetic and influencing in different manner. Other some kind of customer
loyalty programs is Partner retail loyalty programs apart from this it better apply and make the
changes in proper manner (Arvis and et.al., 2016). Running the loyalty along with strategic
partners is another option. It's a great way to gain new referral customers from the partners. In
other ways all such loyalty programs make customer happy and satisfied with the service of
companies. Loyalty programs are highly effective for the retailers where they found different
ways to promote the business goals. Upfront fee Loyalty Programs is the another best way to
promote the business targets and follows the better effective performance outcomes to create
new management system. Identify the common purchase barriers in the business. All such
customer strategies makes the buyers more satisfied and challenging business goals. Retail sector
has to invent some new customer centric approaches in order to meet the business target goals
into more efficient manner. Also, it requires the best service results to the business development
process (Babi, Asselin and Benzaazoua, 2016). Loyalty programs maintained the good and
effective relationship between company and customers which creates opportunity and growth to
lead the market. As compare to international market low cost retailers are less compatible in
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making quality services and products. So accordingly they not affordable the high cost customer
loyalty programs. Loyalty cards has been used in many ways in retail sector which helps to
motivate the business results and following the goals and objectives. The existence of various
loyalty card programmes generated an inquiries with high professional efficiencies. Apart from
this factor and basic business information is partially necessary for developing the scope of low
cost budget factors in the business gain (Baritaux and et.al., 2016). However , the basic purpose
of the study is to investigate the significance importance of loyalty programs within the so-called
budget mass market in Morocco market. Besides, secondary purpose of this study is to gain
competitive advantage to the international segments. In order to create budget and expand the
business operations retail businesses should acquire the new customer loyalty programs to gain
the buyers attention towards the local brands rather than preferring international retail such as
Walmart. It has been analysed that loyalty programs influence the purchasing behaviour of
customers. Hence, company should also need to acquire the business opportunities in order to
evaluate the business identification and goals opportunity. Besides, in order to beat the
international French market Retail sector of Morocco should have to focus on the customer
retention program.
Therefore, To engage the customer retention implementation of loyalty programs are very
useful and required for the low budget retail sector organization. The global wide spread use of
loyalty cards has generated contradicting views and findings their market share. Loyalty program
is the highly expected marketing efforts which is very effective and impactful for customer
purchasing behaviour and loyalty programs (Belkacemi, Menvielle and El Ourabi, 2019). It has
been researcher that customer are obsessed for having loyalty cards at some of the major retailers
in Morocco.
1.2 Background
In Morocco supermarket conditions or in other words distribution of food in Morocco is
depends on the income levels. Superstores generally more attract wealthy kind of customers. On
the other side, Traditional stores cater the interest of lower income group customers who
generally buys fewer products at cheap cost (The distribution network in Morocco, 2019). That is
why the market of 2016 was only 63% in retail industry in Morocco. Major of the big retailers
are present ion the all major cities of Morocco cities like in Agadir, Tangiers, Fes, Meknes etc.
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In terms of market share of the retail firms in Morocco are very heterogeneous structures
predominantly owned by small family-run shops in different manner. There are five brands that
corner grocery-retail sector which mainly more influencing and business target performance. In
2016 there were only 2250 stores which considered as modern grocery retailers (Belwal and
Belwal, 2017). Out of which 316 hypermarkets, 67 are supermarkets. All along the situation has
been taken that how this business structure effectively understand the business objectives and
target performance. So it has been identified that how such supermarket store get affected by the
low income generation. Also, it has been analysed that due to having the supermarket in some
countries it might happened the business formation and growth for the business management
system. In other words, loyalty programs is the best way to control the basic information task and
also helps to gain business organisation and make sure the best service outcomes. Apart from
this, customer loyalty programs are must be applied in the business in order to full fill the
business operation task (Bredvold and Skålén, 2016). The objective of this paper is to examine
the market of Morocco to explains the significance role of loyalty program. Nowadays, Due to
heavy business competition in the market companies encourages to the focus their marketing
efforts to maintained and expand the market share goals. Therefore, customer loyalty represents
a main factor for the companies competitiveness. Customer business loyalty programs has been
more influencing and highly demanding task. The relationship in between the business task is
highly influencing in the business effective performance. Customer loyalty program can also
helpful to gain the high advantageous results and build the new business. The first fusion strategy
makes the things more influencing and demanding business growth.
Present research will be explains the deep understanding by defining the marketing as a
different tools or ton encourage customer loyalty programs to engage the customer satisfaction
and also helpful to maintained the good relationship with the all service targets (Desbordes,
Aymar and Hautbois eds., 2019). Retail supermarket deals with multiple product or services
which inspire the best results and goals. Online loyalty programs are more useful and growing in
terms of business success and making the highest business performance objectives. Customers
usually register their personal information with the retail stores and are given an exclusive
identification goals. Indirectly this program affects the overall system opportunity which majorly
covers the high business task. The main purpose of such loyalty programs is to build up the
customer loyalty towards the brand.
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Overall, background of the study will explains the significance concept of leveraging
customer loyalty which explores the highest business goals which also explores and
identification of the business modification targets (Ekström and Norén, 2016). Comparatively
with any other industries maintaining CRM is quite necessary for the retail marketeers because
of the slow growth and intense competition among the retailers. Study also explore and
adjusting the different business goals which eventually sustained the business opportunity task.
There are several business opportunity that makes the thing understandable. Also, it defines the
business goals and also make the system more energetic and more attentive business targets.
Customer loyalty program has been identified and influencing the business goals (Fernandez
Hidalgo, 2015). It creates gather valuable data and business targets which generate personalized
experience with the services. Most modern consumers prefer a personalized experience with
more than half of generation. Customer loyalty programs also increased the company sales which
also be the most creative and influencing business task in terms of company generation and
business opportunity task. Increases sales, measure loyalty through engagement programs data
allows company to track the business analytics and vie point. Customer Loyalty programs also
give sufficient business task to influence the goals and services.
Customer Loyalty
Customer loyalty is the term which generally helps to define the relationship between
company and their customers (Frynas and Mellahi, 2015). It encourages consumers to shop more
consistently and also build the trust among the company organization. Loyalty refers to the
positive work which encourages the customers or buyers and also build the good perception
against company retailers. Therefore, customer satisfaction with the company products or
services could be considered they key to a company success and long term competitiveness.
However, it has been found that customer loyalty is the most essential part within the
organization to ramp up the highest business objectives and goals. The reason behind the same
reason to motivate people into the best way of becoming the highest range of development goals.
The company needs to transfer loyal customers towards to loyal customers in order to sustain the
long term relation (Godefroit-Winkel, 2018). It also helps to gain the systematic and long lasting
building results which definitely affect the company more energetic and growing results.
Customer loyalty is a result of a positive emotional, physical attribute based satisfaction and
perceived value of an expensive goals.
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Loyalty programs is the initiative to make loyal customers more efficient and long
lasting. A loyalty program may give a customer advanced access to new products. Also it makes
the effective long lasting working opportunities to work make goals. Organization used rewards
programs to retain the loyal customers with the organization level. Also it define how the
business opportunity and goals will make the things more effective and challenging business
task. There are different loyalty programs that retail firms could adopt to make the good
perception of the customers in front of the business. Such as Point system, tier system, charge an
upfront fee for VIP benefits (Hernández-Rubio and et.al., 2016). All such systematic loyalty
programs will make the things more clear and effecting. Loyalty card program is one of the most
leading type which helpful to make good efforts and form a systematic leading system. Loyalty
card is kind of incentive plan which allows retail business to gather information about its
customers. Another goal of a loyalty card program is to build repeat business by offering.
1.3 Overview of retail sector
Retail industry is the most huge and expanded business area. Where the businesses and
company generating the high business goals opportunity. There are different kinds of business
includes in the sector which explores the different opportunity. Such business organization
everybody understand the business organization which explores the business activities. There are
different kinds of business opportunity is present in the retail sector such as Apparel and fashion,
fashion and lifestyle, food & Beverages retail, Pharmaceutical retail and e-commerce e-tailing
business growth in the high influencing manner (Ichijo and Ranta, 2016). There are huge
opportunity includes in the retail market which explores the different work opportunities
involved. Also retail sector organization has been given the highest business opportunities. Large
working population and low share of organized retailing. On the other side, average income
expanding more business opportunity to work in more enlarging business growth. Large scale
outlets have become the norm in several of the kingdom major cities and while less formal
commerce still accounts for a large proportion of sales. Retail sector has been also increased due
to technological manner. Many of the retailers are highly engaged with the services into more
reliable manner. Retail sector is the highly advanced sector which explored the business
opportunities and also growing the high influencing business goals. Apart from this, retail sector
is the only sector which highly engaged with the customer service and for which they provide
huge customer loyalty gain services (Ikram, Nam and Kim, 2017). Besides, the role of
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strengthening the sectors contribution to the economy and employment. Growing demand for
known international brands and coupled with improved incomes and modern retail outlets. Most
of the international brand has been providing the highest business growth which also makes the
things more influencing. Modern shopping malls and international clothing brands which also
develop the systematic performance goals. Customer loyalty program is the long term strategy
for the organization which maintained the good relation with the buyers in long term market
performance (MacMillan, 2017). Also, it requires business opportunity which also helps to make
sure the following business goals. UK grocery retail sector is the best business choice to choose
the significance business study into the best following results task. Also, however, the new
business apartment is the best way to gain the business target goals and make the different
opportunity for the customers as well as the business development areas. In Morocco the fashion
retail market is more expanded and growing the business results which make the market more
influencing and dealing with the high standard performance. Basically, It implement and
following business activities. Loyalty programs are the most essential loyalty gain which majorly
affect the business organization and effectively work in the systematic way. Also it explores the
business into the international or national level. Benefits of customer loyalty programs is the best
strategy for the customer retention power in order or gain the business.
The purpose of the present study is base on the customer satisfaction which has been
gained by the customer loyalty program. Before, offering the sales and product to the market the
main purpose of the study is to analyse the work out goals and also making the good
performance balance between the customers and company. This will make and better appearance
towards the work objectives and task. In the contrary, such programs are generally given by the
big international retailers rather than by local (Roberts, 2017). Reason behind success and funds.
Due to handling the market at lower level such situation might happen to create less
understanding results and goals to certainly happened the business targets. Apart from such
following results it helps to certainly make the things more energetic and productive in terms of
accepting the things. Loyalty programs can also create opportunity for the retailers exist in
Morocco to get involvement of buyers.
1.4 Aims
“To examine the importance of loyalty program inside the retail market”. A case study
base on Walmart and Carrefour Market”.
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1.5 Objectives
 To explore and understand the nature of competition in the international and local
supermarket sector in Morocco.
 To examine the role of customer focused loyalty programmes in the supermarket sector
by the international and local stores.
 To recommend a framework for improving the efficiency of customers focused loyalty
programmes as executed by the international and local supermarket stores in Morocco.
1.6 Research Questions
Q. How the nature of the competition in the international market affect local supermarket
sector in Morocco ?
Q. What are the roles of customer focused loyalty programmes in the supermarket sector
by the international and local stores ?
Q. How framework for improving the efficiency of customers focused loyalty
programmes as executed by the international and local supermarket stores in Morocco ?
1.7 Scope of the study
Customer Loyalty programs aim is to establish the business revenue and customer
retention rate. It helps to build the strong root and boost simply. Simply more influencing and
leading the business task into more clearly manner. Apart from this it make sure that leading
business targets are fully more inefficient and long lasting performance goals in the business
objectives (Sausman and et.al., 2015). There are different objectives and scope which clearly
mentioned and enlarge the business opportunities to make sure the customer good relationship.
Save money while creating and implementing a loyalty program is an investment customer
retention strategies are often more effective and business objectives goals. Gather valuable data
and information which make or better understand the opportunity and task to build up the
competitive business goals. The design of the study is based on an exploratory mono method
qualitative research. The most significant aspect of the business. This popularity of loyalty
programs has attracted considerable attention from the scholars.
The scope of the study is to explore the differentiate task which explores and gain the
different opportunity and task to perform the leading business gain. Which results in gaining
competitive advantage. Recommendation will be made after the study for retailers and other
entrepreneurs to upgrade and differentiate the rewards on their loyalty card programmes. Present
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study can be very helpful to gain the systematic long term performance in order to be more make
the things more challenging and work goals (Sheth, Sinha and Shah, 2016). Apart from this, the
study also influence the business more goal effective and deal with more influencing and gain
the systematic goals. They study is beneficial for retailers and other entrepreneurs so that they
can use strategies that are sustainable in achieving customer value as stated by different range of
style.
In other ways, customer loyalty programs can also benefited in terms of make consumers
feel appreciated. Also, it certainly helpful and managing the business to achieve the market and
forecasting performance goals. Apart from this, program data allows to track analytics and view
reports in more better manner. Somehow, it has been cleared that how such business loyalty
programs can helpful to get in touch with the customers. The significance of the study is that
customer loyalty programme is overall very energetic and highly influencing business task which
is highly motivating the business into the great efforts. All over, it also tries the best influencing
task to motivate work more energetic manner. Customer loyalty overall is the great strengthen
opportunity for the business which highly required the great efforts. There is extensive research
which contribute significantly to the concept of brand loyalty, most of the studies have been
focused on the behavioural aspect of consumers loyalty. The research on relationship between
buyer seller and its role in the development of loyalty has not contributed extensively to the
concept of brand loyalty. By influencing the customer loyalty it is highly influenced the business
which successfully analyse the long lasting matter to better understand the task and better
analyse the opportunity and goals. Mayer pertinent question for the results that highly
maximizing the long term objectives and task.
1.8 Rationale
In order to have the customer loyalty programs company has to make that appearance in
front of their potential buyers. It helps to build good relationship with customers and also make
them satisfied with brand (Steenkamp, 2017). Customers are the king of the market for which it
is necessary for the company to engage customers with the brand loyalty. Also, it is required for
the retailers to beat the competition of international retailers. Along with this, there are many
reasons why retailers look into this so it has been defined that how much business should need to
gain their one marketing image in the market. One of the big reason to conduct this study is to
spread awareness among buyers about the brand. Some other reasons are to boost up the
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company growth to achieve the high market share in the competitive environment. Each loyalty
program widely different results but as a marketer you should never overlook to define the long
lasting results. Another reason to conduct this study is to boost up the confidence level of small
town retailers to cope up the things and also managing the workflow situations. Customer
loyalty programs can also boost up the high goals and make the things more energetic and make
the systematic goals and performance (Uriarte, Baeza and de Pablo Valenciano, 2017). Boost up
the reputation of the firm is the another major role of which creates the basic effective terms and
objectives to be performed. Institutional loyalty programs can be more helpful to lead the
business objectives into the higher performing manner. In other words, customers more attract
towards the company which successfully gain the systematic service performance and lead the
business goals and make the things more reliable. Customer loyalty program marketers increases
the sales by including enticing awards. Another reason to conduct this research is it helps to the
retailers in Morocco to understand the value of customer loyalty which has been taken by
offering customer loyalty programs. It helps to make retailers aware about the new trends which
currently leading the market. Purposefully it lead market and also attract number of buyers from
nationally or internationally. So it has been defined that how business can successfully get their
in successful manner. Another reason to acquiring such programs is it provides vital market
research (Wilshaw and et.al., 2015). To offering some kind of awards and gifts are always be the
appreciated system to the customers which helps to maintained the good position in the market.
Also it makes the business more unique and productive.
Therefore, the purpose of this study is it helps to leveraging loyalty programs within the
so-called budget and mass market in Morocco retail supermarket segment. It happily makes the
things more clearly define and growing business. Customer loyalty is the best forwarding results
and also makes the good outcome performance. Customer relationship marketing build on the
premise that effectively performed in systematic manner it is also very energizing to enhance the
customer attraction and highly energetic performance task. Customer relationship marketing
which highly energetic and maximize the different problem statement. It is also very form new
work and more popular energetic goals and objectives. Customer relationship manager is the
energetic performance that is highly implementing source which is more productive in nature.
In retail supermarket. Customer satisfaction is highly satisfied services and goals where they can
use some other systematic results as well to cope up with new opportunities. Relationship
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marketing has experienced the most innovative and systematic which highly invented and make
the systematic lasting goals. Customer loyalty program marketing is the best way to promoting
the new opportunity and task to gain the systematic task. A customer loyalty program is defined
as a that has drawn significant research question. This work makes the highest business goals and
which also presents the work more energetic and energizing task. Customer loyalty programs
also known as reward programs or frequency programs exist in various types which also makes
the things more energizing. Apart from this, the purpose of the research will definitely work as
per the work outcomes to be more effectively successful. Present research on customer loyalty
programs proposes that effective implementation of customer loyalty programs generates
economic benefits as well as non-economic goals. Such new strategies will definitely helps in
retaining the current customers and preserving the profit and encouraging customers to make
more purchases. Also it be more energetic following results to be the most effective service
outcomes. Being the best competitive results and energize the work objects to be the relative
working goals. Thus this dissertation proposes that how customer loyalty program can influence
the decision making process of customers and can also helpful to increased the more number of
customers throughout the whole performance. In other words, it is also highly energetic where I
used to say that how business can be more motivated and highly energetic and business manner.
1.9 Problem Statement
Due to high competition market in retail industry where they offer huge services and
complementary gifts to their customers. It certainly fulfil the results which making the business
more enlarging and different from other brands. How it successfully meet the customer as well as
business satisfaction. Due to high competition in the market it is hard for customers to look into
the each retail store and taking the loyalty programs. So In order to attract the potential buyers it
is required for the retail firms to come up with the new opportunities in terms of making high
differentiating performance (Wilshaw and et.al., 2015). Along with that, high pressure of
advanced technologies and competition creates hurdles for the organization who set up their
career at medium and small scale level. It also analyse the big business analysis to generate the
high performance target and following business results. Retailers have often viewed loyalty as
something of an afterthought and still look to state catch all rewards like point and discounts to
engage customers.
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Problem statement of this research is to collect lack of efficient data from the Morocco
market in order to give the deep analysation formation and growth. These customers are
determined according to different criteria which makes all thing more popular and enlarging to
certainly create the work goals.
Present study will bee based on the modern marketing activities where they have
mentioned the different opportunity and task to determine the dealing business goals and also
influence the opportunity and growth results. It is quite new subject project which highly
influencing the retail sector to get overcome from the sources and targets. There are many
literatures will further represents which is highly motivating the emerging market trend. That
systematically presents the target which performing the business goals. Problem statement of the
business market there is a trend that many companies transform from traditional marketing
methods to modern relationship marketing methods. It is highly energizing and motivating the
business opportunity. Market opportunity and great efforts has been implemented by the
opportunity and work. Along with that, this working process further implement the task which is
more effectively work according to the method of opportunity. Digital technologies has always
come up with the new services and outcomes that might be adopted by the company. The use of
loyalty programs as a powerful tool of relationship marketing which is becoming popular to
encourage customer loyalty. Likewise, customer loyalty is the highly energizing and leading
business in terms of market results. Also it might be very energetic which influencing the
working outcomes. Also, it might be very useful to gain results and outcomes. Also, it might be
very opportunity and working task formulations. Customers are motivated to do that because it
gives them a greater efficiency in decision making process. Loyalty programs need to be
designed with highly innovative manner. In spite of that, it basically very energetic and make the
system all appropriate and leading. For investigation it is highly energized and most influencing
kind of results. Retail sector deals with highly competitive market The most significant aspect of
the loyalty programs is their potential to alter the consumer repeat purchasing buying behaviour.
Moreover, the views on the profitability of customer loyalty programs that are observed
in the studies are inconsistent. Although, this business process where the customers loyalty
programs are part of the relationship building standpoint. Since relationship cannot be imposed
unilaterally and implies an enduring process that goes beyond a discrete and instant exchange.
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1.10 Research Specification
Chapter 1: Introduction : Introduction is the foremost and initial step towards the next
step. It has all the required information of the research which briefly outline about the other
chapters as well. Like research background which contains knowledge or information of the
research topic or also contains some other information as well. Also it contains the business
results and make the certainly goal oriented results. Certainly, it also create deep understanding
and ability to produce the effective results to deal with the grate outcomes. Introduction chapter
also makes the things more clearly and more influencing in systematic manner. In other words, it
also makes the things more influencing and more developing goals. Along with this form, it
generally contains the high influencing business goals which also makes the things clearly
effective (Steenkamp, 2017). Moreover, this chapter makes the source systematic and also helps
to make the things clear in terms of developing the highest efficient goals and techniques.
Certainly, it helps to offer the short summary of the whole research which created the things
more energetic and long lasting. Chapter is the long lasting results which eventually the goals
and objectives. A conceptual framework provides a narrative and sometimes a visual structure
the logical connections among key elements of the theory. Along with those elements which
creates the highest effective results and following business research. With a clear statements of
purpose the study become more focused and reliable. Introduction has different segments like
statements of the problem why the particular study is needed. Which more productive and
reliable to a certain ways. Along with that, it has many other segment which clearly mentioned
the formulating charges and bring the research objectives. Apart from this, it helps to certainly
generate the things which is more effective and leading business goals. How to secure a
dissertation it such business orientation will make the things more clearly goal oriented.
Significance of the study outline the importance of research background.
Chapter 2 : Literature Review : Literature review is the another segment which more
focused on the thematic segment which contains different research objectives and goals.
Literature review is the build up process which follows the results and target to analyse the
systematic growth (Sheth, Sinha and Shah, 2016). Also, it contains heavy knowledge and data to
cover up the things into systematic manner. Basically, the main purpose of the literature review
is to contained the basic learning and developing results for the results. The purpose of this
chapter is to analyse and get the deep knowledge of the research topic by taking new service
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performance and make the leading business goals. Compare and contrast competing theories and
justify the theoretical foundation of the dissertation. This chapter describes the argument with
against or in favour to describes the deep understanding between the goals. Certainly it makes
the good channel and promotional goals to analyse the results. Some other heading work under
this chapter was historical background, theory relevant of research question and hypothesis, in
other words, it contains current statements which explains the different theoretical elements.
Literature review providing the deep understanding between the variables which basically makes
the things more systematic (Roberts, 2017). Describes subjects in enough detail so the reader can
also influencing the business goals. So basically the purpose of this chapter is addressing the gap
analysis in the literature review and also takes a new theoretical or methodological approach to
the topic. Advances a theoretical debates and builds the strengthens existing knowledge with new
creative data.
Therefore, study will also cover the different themes to explore the research topic and
their significance. To gain the research out goals. Furthermore, in present task study explains the
nature of competition in the international and local supermarket in Morocco. Besides, study also
explores the investigation the role of the customer focused loyalty programmes. Overall, study
explains the deep understanding opportunity which certainly creates the effective learning
opportunity to bring retail business more energetic (Desbordes, Aymar and Hautbois eds., 2019).
This brings makes the opportunity more systematic and leading business targets.
Chapter 3: Research Methodology : Research methodology is the most significant
chapter of the dissertation which creates value and sustainability. Methodology section is the
following goals which more enlarging product or services. Methods design enable to explains the
sufficient details in chapter 3. or on the other side, it also helps to create the following activities
which helps certainly create the long lasting performing goals in effective manner. Research
methods are create authenticity and measure the differences with other ways. In other ways it
certainly creates the things more challenging and more influencing business task. Research
methodologies guide how to use data and information in which suitable manner to guide in more
effective way (MacMillan, 2017). Also, I found to make and systematic performance outcomes
to dealing with higher way. Discussion and create successful business growth. The aim of this
chapter is to create accuracy of the research or create the best choice to bring different
opportunity and task.
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Therefore, Present Research Methodological section will also cover the following
methods to conduct the study into more systematic manner. Also, it contains the high research
growth. In other words, this chapter provides deep information and goals which undertaking this
research as well as a justification for the use of this method. Research methodology creates the
role of the researcher in qualitative research in relation to reflexibility. Qualitative research
approach was chosen as the methodology due to it reinforces and get the deep understanding to
make better understand the way and results (MacMillan, 2017). Following business activities
create the higher business opportunity to better take the results and long lasting performance.
Present research will be taking primary research and secondary research in order to conduct the
study by the help of identifying data with qualitative research methods.
Chapter : 4 Data Analysis : This next chapter presents the results of the analyses
usually in order to by research questions and any results of further analyses. This is the new
target which explore the systematic results and gives the following detailing chart to support the
whole organization task. This chapter of the dissertation will make more effective and systematic
business channels. Apart from such situations it creates the new gain opportunity. Along with
that, this chapter of the dissertation makes the leading the research and better helpful to take the
business opportunity in more affective manner. Data analysis is the best way to accomplish the
business targets. Data analysis is the method which effectively create the systematic developing
task to motivate research in more energetic form (Fernandez Hidalgo, 2015). The aim of this
chapter is to explore the meaning of research and which also initiate the overview of the
following activities. Other explanation creates the following results targets which also explore
the goals and systematic performance outcomes. The discussion should reference other scholarly
work to show the results and fit and existing knowledge. Data analysis is performing in very
systematic manner by the help of different tools and techniques. Data analysis and its
interpretation has been done in two different manner. First is to evaluate data in thematic
manner. On the other side, mathematical analysis has been performed through quantitative
method of performance. Also, it brings the systematic and leading business goals to generate the
high deficiency methods and goals. The discussion is the most significant part of the research
which helps in discussion chapter.
Chapter : 5 : Results & Discussion : This is the final stage of the research which clearly
mentioned the modification and major effective task and builds the long lasting results and goals.
14

This chapter of the research is all about findings and final results which has been created by the
above chapters. This is the brief summary of the all chapters which has been created on the basis
of above chapters. This chapter contains all the knowledge and results which has been done in
the above task (Hernández-Rubio and et.al., 2016). Overall, this chapter contain the final
outcomes and give justification that weather they study accomplish the aim of the research or not
in effective manner. In this chapter researcher confined the all task which performed in
previously into more systematic manner. Also, it certainly makes the different things and create
the long lasting goals. It certainly understand the objectives basically, it explains that research
has achieved this goal and how effectively this research accomplish their aims and objectives.
All such content will be explained further in this study as well to address all the certain issues.
CHAPTER 2: LITERATURE REVIEW
2.1 Introduction
Literature review is the second chapter of the research which concerning towards the
customer loyalty and to retained the business results and also enhance the work outcomes which
represents the high influencing goals (Godefroit-Winkel, 2018). This chapter consists huge
secondary data which will be further represents the in-depth knowledge regarding literature
review to analyse the themes associated with this research. The chapter consists of an in-depth
review of the empirical context of the study. Also it might be including business to conclude the
following ways to determine the objectives and goals. Perception is highly subjective as it varies
from one person to another. Perception plays an important role both form a customers point of
view. Focusing on two characteristics that affect customer membership identity and thus it has
been concluded the following results which is also very important to gain the results outcomes
and analyse the opportunity and goals. Customers are motivated to do that because it gives them
a greater efficiency in decision making reduces the information processing (Bredvold and
Skålén, 2016). I also need to required many different opportunity and task which successfully
emerge the business growth. The modernization role of perceived trustworthiness of customer
loyalty programs on the relationship between the two business aspect. Also, it might be very
energizing to gain the business results and outcomes.
Customer Perception
Customer perception is very much required for the research which has been based on
customer loyalty program. Understand and interprets something based on experience and
15

opinion. Customer perception can be defined as beliefs, customs norms and value judgements
which highly influence customer buying patterns. Perception also matters the most when for the
better perception or results which brings higher business growth. Also, it might be challenging
and influencing to gain the business objectives and also presenting the new business
performance. Consumer expectations perceived value which is defined as the difference between
customer assessment of all the advantage and all the costs of any goods or services which has
been offered compared to other services (Hernández-Rubio and et.al., 2016). Customer loyalty
program is been just to identified the managing task which is been creating the work that affect
the system more energetic and growing. Previous literature has been claimed that the future
source of competitive advantage for a business will exactly come from the source which highly
influenced the new formation task which also makes the things more justified things. That better
understand the opportunity work outcomes, customer value that claimed the systematic results.
The purpose of the study is to regain the advantage task which motivates towards the business
that also relying on the fact that motivates me towards the higher business growth. Also, it tries
to be the energetic and influencing manner to better understand the opportunity and task.
Previously literature review has been declined that the act that how business formalization goals
and objectives. There are various definitions that has been more energizing and overview the
business growth (Desbordes, Aymar and Hautbois, eds., 2019). Along with that, it is highly
motivating the retail supermarket of Morocco to acquire new challenges and opportunities by
applying the customer loyalty programs. This business growth and highly profitable in the
market which systematically gain the buyers attention on the brand. Also, it is highly energetic
and emerging business growth. This is highly energetic business growth which is systematically
influence the market opportunity and goals also it analyse the business development growth. So
overall, this business opportunity makes and understand the market needs to enhance the own
systematic business targets and evaluating the business performance. The purpose of the study is
to leverage the supermarket profit growth.
Theme 1: Nature of competition in the international and local supermarket sector in Morocco.
According to the Li, Deng and Michalatos, (2017) competition is the global product is
intense. It can be defined as an activity of striving to achieve something by establishing an
effective products and services than other companies in the same industry and market. In the
context of international marketing like French and Turkish market, competitive advantages to in
16

this market is called the secondary contribution. In addition, they also shown some factors and
drivers that are increasing competition in Morocco among supermarkets such as: lower cost of
production, differentiation of products etc. They said that all these factors are putting pressure on
supermarkets of Morocco to focus on providing differentiate products and make themselves
more able to being in the competition and taking competitive advantages (Belkacemi, Menvielle
and El Ourabi, 2019). There are several supermarkets in Morocco and French which are
providing differentiate products to people with the main aim of attracting wider range of
customers and improving their living standard. So, this shows that intensity of competition in
Morocco in the context of supermarket is high. In addition, they also told about factors of
competition along with those elements which are getting affected due to those factors. For
example, market research can have impact on the income, working patterns, suppliers, resources
of competing, prices etc. Human capital and natural resources are having impacts on labour,
experience and geographical resources. In the Morocco, huge competition is emerges in the
international and local supermarket. In the Morocco, many local or international supermarkets
are opening. The changing lifestyle of consumers will encourage the organisation for opening
supermarket (Ichijo and Ranta, 2016). Customers always prefers supermarkets to do shopping. In
the coming years, various retail stores will set up in Morocco. Country increases their economic
growth through the malls and supermarkets in the market. Supermarkets also attract several
foreign franchises and brands into the Morocco.
On the other hand, Durmagambetov, (2017) stated that rather than, differentiation and
lower cost of production there are other many factors and drivers that are increasing competition
in Morocco, French and Turkish such as advanced technology, increased skilled workforce,
globalization etc. They also said that increasing use of advanced technology is increasing
competition among supermarkets of French, Turkish and the local market Morocco. (Consumers)
demands and needs in this sector is changing which is the bid threat for the company and
supermarkets of Morocco. For satisfying these changing demands and needs of customers, most
of the supermarkets are investing more in research & development and advanced technology. It
is somehow beneficial for supermarkets because it makes its products and services more
innovative and creative. On the other hand, investments in technologies and research and
development is increasing its operating cost. Micro marketing relationship factor that affecting
international competitiveness for products impacting on buying, selling, marketing, production,
17

market research, handling etc. Skilled workforces is the main key of the success of supermarkets.
With having skilled workforce and employees, company can achieve and expand its business in
international market and attract several customers (Ali, 2017). Getting skilled workforce is all
depends upon the economic employment and unemployment rate of the country. Increasing rate
of employment is not good for supermarkets as they find difficulties in getting workforces and
they also have to pay more to labour. On the other hand, increasing unemployment rate is good
for supermarkets as they can get several skilled workforce at lower wages which contribute to
the company in accomplishing their goals and being in the competition. So, it can be said that
drivers of competition is the main reason of high intensity of competition in supermarkets of
French, Turkish and Morocco. There are various supermarkets in the Morocco such Atacadao,
BIM, Carrefour Market, Hanouty, happy centre etc. The effective government plan,
formalisation, customer confidence, investment trust, direct sales, durable goods and online
shopping are encouraging huge competitors in retail market. Due to the various advantages, huge
customer base attracts towards the supermarkets (Kalam, 2015). In the Morocco, the competition
in the malls and supermarkets is very effective.
In the context of international supermarket sector it can be said that competition is
increasing rapidly in food chain sector. (Consumers) demands is also changing as they are
becoming more aware about their health. Due to health consciousness, they are putting pressure
on supermarket sector in Morocco to adopt an effective strategy and develop organic food
products. For becoming the market leader and being in the competition, there is a requirement
for supermarket in Morocco to identify and evaluate the nature and extent to which competition
is increasing. Health consciousness is the main concern for supermarkets which need to be
considered by them if they want to become the market leader and want to be in the highest
competitive market. By adopting and developing some strategies related to competition,
supermarkets of French and Morocco can provide satisfactory services to its potential and target
customers. Competitive strategies are long-term plan of action by which company can
accomplish its all pre-determined goals and objectives after examining and evaluating its own
strengths, weaknesses and opportunities.
In the context of supermarkets sector in Morocco it is stated by Bahha, Hdidou and EL
KARTIT, (2015) that competition is very high and it occurs in the nature. Market entry in
Morocco is the big task and managing risk. There is a requirement of a huge amount of
18

investment for running business and supermarket in Morocco. It decreases the threat of new
entrants but there are several supermarket stores that is increasing competition level. They also
divided competition in 4 types such as: monopolistic competition, perfect competition, monopoly
and oligopoly (Godefroit-Winkel, 2018). In the type of monopolistic competition nature,
different stores and sellers offer differentiated products and services to customers but serve
similar purpose. In addition, they also said that there are several external factors that are
increasing competition for supermarkets such as advanced technology, skilled workforce,
globalization etc. All these factors put pressure on companies and supermarkets to invest more in
technologies and innovative strategies for becoming in the competitive market and taking all
advantages related to this. The main aim of this study is to investigate the significance
importance of loyalty programs about Morocco market and also take competitive advantages. It
is also stated that the growth of expansion of business hampered by the lack of effective
marketing plans. Due to ineffective communication and marketing strategies that discourage
customers in the context of buying products from supermarkets. The major retail brand in
Morocco like Carrefour Market are lacking because there is an absence of effective marketing
plans and communication (Steenkamp, 2017). It shows the importance of marketing in regard to
competitive advantages. Any type of form can take competitive advantages when it adopts and
make an effective marketing strategy. Marketing activities allow the company to introduce their
products and services to customers and influence them to buy their products. For example, there
is a supermarket in Morocco who wants to launch a new product for taking competitive
advantages. Customers do not know if the company do not make efforts to make aware to people
about its new products, all facilities and characteristics of products and it can only be done by
marketing promotional activity. So, it shows the role of marketing as a strategy of competitive
advantages and increased competition.
On the other hand, Gbadamosi, (2016) stated that competition in supermarkets sector in
Morocco is effective which gives several benefits to consumers as they get qualitative products
at affordable and lower prices. For suppliers as well, it gives several advantages because it leads
to alternatives for selling of their products and services. Buyers have more power in this context
over suppliers which conducts result in rivals being prevented from locating in mainly shopping
centres. In the context of international and Turkish, it is stated that food is bought and sold at
small local bazaars which offers a collection of essential products in local location. An effective
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competition and proximity is called the main key factor behind the growth of supermarkets in
Morocco. For more supporting this view a detail explanation is give by authors and said that the
number of outlets in Morocco has increased in 2018 and registered group are giving positive
performance. Some groups among them are more investing in strategic neighbourhoods in city
centres which is called the main reason of boosting performance of supermarkets. Over the
forecast period, supermarkets in French, Turkish and Morocco are expected to grow in the
current value terms (Frynas and Mellahi, 2015). Leading retail brands in Morocco such as
Carrefour market are making an effective plan to grow their store presence in different cities and
the main centre in the country. There are some markets and brands in Morocco such as Carrefour
market that is the leading supermarket retail brand in the context of value terms told the reason
of its success. Strategic expansion and increasing numbers of outlets in different cities is the
main reason of its success and the market leader. It is also stated that there are several family
owned businesses that are competing against supermarkets in Morocco and it is other main factor
which is increasing competition in supermarkets. Those families owned businesses are
modernizing their outlets as well as interior designs which increasing intensity of competition.
For solving the problem of the highest competitive advantages and having the great
position in the market Zhu and Furr, (2016) suggested some ways. They interpreted and said that
there are 2 ways by which supermarkets of international and local market in Morocco can take
competitive advantages. Having the same products as like competitors allowing at lower prices is
the best way of becoming in the competition. Supermarkets who do not have strong financial
position and lack of financial resources, they can take advantages if they give and offer the same
characteristics and features of products to customers at affordable and lower prices. Initially it
may decrease the profit margins and slowly by attracting wider range of customers it can
increase its brand image. Improved brand image and loyalty among customers is the main key of
the success of an organization. They also told other ways of taking competitive advantages such
as producing different products having different characteristics. In addition, for supporting this
view Zehir, Can and Karaboga, (2015) stated that customers always seek new and innovative
products as they have desire to try something new that can give them satisfaction and immense
pleasure. So, by producing different and innovative products with making an effective use of
technology, supermarkets of Morocco can become in the competitive market and expand their
business in international market such as Turkish and French market. Different features of
20

products in the context of physical appearance, tastes, price are more likely to attract customers.
Modern era of customers prefers to try something new and if they see them satisfied products
then they stay with the company for the long run. So, it can also be said that supermarkets can
not only attract customers but also retain them as a loyal customer for the long run.
On the other hand, Asonitou, (2015) stated that employing skilled workforce and making
pool resources via strategic alliances is the best way of taking competitive advantages in the
highest intensity of competitive market in Morocco. Employing skilled workforce is called the
best ways according to the author because employees are responsible for the success and growth
of the business as they perform all activities of the company, By hiring skilled workforce in
every department like marketing, human resource, production, customers service can help out
supermarkets of Morocco to being in the competition and even becoming the market leader in
the highest intensity of competitive market. A marketing manager have some characteristics and
skills by which he/she can attract wider range of customers by influencing them about products
and services. Employees in customer service department also plays an important role as they
have an effective communication skills which make them able to attract customers and satisfy
them. Customers do not only seek qualitative products but also special treatment and valued by
the company. For supporting this view and in the context of ways of taking competitive
advantages in the highest intensity market, West, Ford and Ibrahim, (2015) strategic alliances
also plays a vital role. Linkage of marketing strategy with the company's policy is the best way
of competitive advantages. They also said that with the help of marketing strategies,
supermarkets can identify the current trends and changing demands of customers because the
main priority is satisfaction of customers. By focusing on survey, customers needs and demands
can be identified which allows companies to produce products and services accordingly.
Marketing activities and the company's policy help supermarkets in know the importance and
requirement of differentiation of products and services. With this help, they can make significant
changes in its company's and other competition related strategies and it leads to the highest
satisfaction level of customers.
Further, some other strategies also suggested by Gürel and Tat, (2017) such as analysis of
own strengths, weaknesses, opportunities and threats. It is the most effective strategy and way by
which companies can accomplish their goals and get competitive advantages. The main aim of
this analysis is to identify those areas of supermarkets in which they need to improve more and
21

in which they are doing well. Strengths and weaknesses are 2 main things which decides the
success and the growth of the company. Strengths are those which helps out company and the
reason of their success. On the other hand, weaknesses are those which become the reason of
their failure in some areas. With the help of SWOT analysis tools, supermarkets of Morocco,
French and Turkish market can know effectiveness of their strategies and approaches. In
addition, Porter's 5 forces is the biggest tool which is mainly used for knowing the intensity and
competition threat in the market. Huggins and Izushi, (2015) suggested that supermarkets should
focus and implement this model. It has 5 forces and factors which shows bargaining power of
customers, suppliers, threats of new entrants, substitute products and competition level among
existing players. The main aim of implementing this model is to evaluate intensity of all these
factors and make changes in its strategies accordingly. This model also shows the position of the
company in the market by evaluating each factor and own strengths. It determines the company's
competitive environment which can affect sales and profitability. By seeing and evaluating each
force in an effective manner, supermarkets of Morocco, French and Turkish can make changes in
its strategies, prices, cost and products as well. So, it can be said that from discussed analysis
tools and ways that SWOT and porter's 5 forces plays an important role in taking competitive
advantages in the highest intensity of the market.
Belwal and Belwal, (2017) Technology based strategies and innovative strategies are also
being used for this purpose. There are several companies and supermarkets in international
market who are taking advantages and becoming the market leader. By making an effective use
of technology like providing orders and services to customers via online, providing facility to
pay online, company can make a pool of loyal customers. Customers nowadays has become
busier as they even do not have time to go out supermarkets and purchase products. When
companies identify their problems and try to provide services which can solve their problem then
it makes customers feel more valued and respected. Using social media platforms by offering
online services, groceries to their home door is the best way of attracting customers and retain
them with the company. It does not help them in retaining their existing and potential customers
but also help them in improving their brand image and promotion of products. For example,
customers who like services of an organization then they recommend to their relatives and share
their experience with their friends and other people. It directly helps supermarkets and
companies to promote their brand by mouth publicity. For more supporting this view in the
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context of importance of technology for taking competitive advantages, it is interpreted by Kane
and et.al., (2015) that social media platforms do not only help companies to offer products online
but also tell the companies about their position and effectiveness of services. Company's Website
and other social media platforms are being used for taking feedbacks and giving quick response
to customers. There are several customers who live in different areas, and they search for the best
supermarket according to their requirements of products and services. Website and social media
platforms are called the best way to make people aware about products, services and its
characteristics. By knowing traffic on Website and other platforms supermarkets can also
evaluate effectiveness of their performance. They can also provide them answers and 24*7
services or post sale services. For example, customers find some difficulties after purchasing
products like how to access and mange electric products but it is not possible for them to go out
to customer service department and supermarket for getting information about running products.
In this case, they seek online services help as it saves their time and travelling cost. So, by
providing this online services, supermarkets can take competitive advantages by satisfying
customers. By allowing facility to customers of giving suggestions and feedbacks about
effectiveness of services and products of the company and supermarket is other best way of
improving strategies. As per the feedback comments of customers, supermarkets and companies
can know that which type of products are preferred them and which services they are trying to
improve. On the basis of both positive and negative comments of customers, supermarkets can
meet the needs of potential customers and can also secure its position in highly competitive
market. So, different authors point of view, it can be said that technology plays a vital role in
taking competitive advantages.
As per the view Frynas and Mellahi, (2015) International supermarket is follows various
strategy which leads competitive advantage in French market. International super market keeps
flexible retail price in market which leads competition in market. Organizations keeps affordable
prices of products along with various variety. Through this strategy supermarket enables to give
values to customers. Satisfaction of customers enhances purchasing power of customers. French
retailer expands their budget product lines along with strong branded goods. International
supermarket also keeps continuous changes' product quality. Customer wants good quality
product on affordable prices where supermarket focuses on their expectation and gives values to
their customer by offering standard quality goods. Marketing strategy also uses by international
23

super market where organization understand customers behaviour regarding their product and
services. Marketer also understand demand of customers and expectation. On the basis of
customer feedbacks organization offers products so that customer gets values of their money.
Through this strategy international supermarket enables to takes competitive advantage in
French. To gain competitive advantage in French international supermarket starts to offering
organic goods which most demanding in French market. Thus, international supermarket
enhance competitive advantage. Online delivery also another strategy to gain competitive
advantage in French where supermarket delivers goods in various area like rural and remote
areas where customer unable to purchase anything. Through this media supermarket delivers
goods and raises their purchasing power. Beside of this supermarket offers such kind facilities to
their potential customer where customer can purchase product on affordable prices. Thus,
international supermarket enables to retain customers with company. Newcomb, (2017) Through
these strategies international supermarket takes competitive advantage in French. Local super
market takes competitive advantage in Morocco by applying strategy. Local supermarket
provides direct selling of goods services to targeted customers. Through this strategy
organization enable to gain profit in Morocco. There are various methods of direct selling such
as internet marketing, face to face selling, telemarketing, catalogues, direct response advertising
and direct mail etc. sources of direct selling. Through these sources local supermarket takes
competitive advantage. For example internet marketing is best sources to selling goods in wide
scale and covers large of customers in Morocco. Through this resource organization enables to
target potential customers. Sebri, (2015) Customers also gets profit of this services. on the basis
of their budget they can purchase goods with standard quality. This selling supports to build
good relation with suppliers and customers. Internet marketing also supports to supermarket to
retail their products in global market. This source assists to expand business growth in local
market. Local super market also gets advantage to direct sells goods. For example those
customers who unaware about internet services or doesn't know how to purchase products.
Organization sells their products face to face and gain trust of customers by offering standard
quality products. Telemarketing also a source to sell their products where suppliers supplies
goods door to door. Thus, local supermarket enhances purchasing power of customers. Through
this strategy takes competitive advantage in Morocco.
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Theme 2: To investigate the role of customer focused loyalty programmes in the supermarket
sector by the international and local store.
In opinion of Audrain-Pontevia and Vanhuele, (2016) have stated that the importance of
customer loyalty in the retail industry is very impacting and it helps the businesses to improve
their operations and also retain their customers effectively. Retail industry is directly connected
to the customers and it they also focus on the satisfaction of them. The customer satisfaction is
very important as also plays a very important role in increase the market share and goodwill of
the company. Customer loyalty was aimed by the retail industry in order to increase the sales of
the company and provide a better growth in expansion to their customers. French and Turkish
markets have a tendency to choose their retail stores on the basis of the services, and they also
have the ability to increase the efficiency of their purchase if they like the services with the
suitable prices.
As noted by Baloglu, Zhong and Tanford, (2017) The Loyalty of customers is simply
related to the marketing aspect of the company as they have to advertise their schemes and offers
to increase the customer base. The marketing strategy which is made with the help of analysis of
the business environment which is internal and external evaluation of the market and this also
helped the companies to increase to focus on the customers' satisfaction. The research also
helped the companies to increase the knowledge about the customer behaviours, tastes, beliefs,
culture preferences. The knowledge which is collected by the researches will also help the
company to make efficient products and services which are more customer oriented and which
are according to the expectations of the customers which will increase the satisfaction level of
the customers.
As illustrated by Brashear-Alejandro, Kang and Groza, (2016) The benefits which the
companies provide to make the customer loyal act as an investment for the company as the
company will recover all the amount in the future. Carrefour Market is a French retail giant
which operates around 1300 stores internationally. The company have to analyse all the factors
of the country in making an effective strategy for establishing the base and increasing the
customers as soon as possible. For that the company have to increase the offers and schemes
which will increase the loyal customers and also help the company to provide with more
efficiency to deal with all the customers with better workforce.
25

The innovation of the products by the company and increase in the efficiency of the services will
increase the customer loyalty as the new products attracts the new customers and the old ones
too. The retail companies have to analyse all the factors frequently to be competitive in the
market and increase the sales and profits of the industry. Loyal customers of the company also
acts the promoters of the company. The loyal customers help the company as they suggest
buying products to their friends and family and which is the strongest type of marketing in which
the believing power is more than the marketing strategies of the companies.
According to Cherono, Karugu and Njuguna, (2016) The customer loyalty programmes
are getting popular around the world due to its effectiveness in making the customer loyal and
increasing the company's productivity. In this loyalty programs the focus of the retail company is
to provide the services and products in which free of cost or are of very reasonable price to the
customers then the company ask the customer to pay the fees when they are addicted to the
services which they get in the programmes. The retail company offered annual memberships at
low price in the beginning and then increase the prices by this the company make the customers
loyal and also increase the profits by taking the extra fees from them. The special offers are also
given to the customers to attract the customers to join the loyalty program to get all the benefits.
The retail stores also provide discount coupons to the customers so that they visit again and also
purchase more items from the store. The customers which are loyal also gets benefits like
birthday months discounts, free deliveries, the products which are new the loyal customers will
be approached first.
In accordance with Coelho do Vale and Verga Matos, (2017) The loyal customers are
also asked to join many events which are organized by the stores for free. But the most common
reward system for the loyal customers is that the retail store provide some purchase credit in the
membership account of the store so that the customer can redeem the points when the criteria Is
fulfilled by them. The customer loyalty makes the customers satisfaction and also increases the
experience so that they can also suggest their friends and families to the retail store and make
them their loyal customers.
As according to do Vale, Matos and Caiado, (2016) customers in the international market
are highly dynamic and influencing. Customer satisfaction for retailers are the foremost part to
gain competitiveness in the market. The large supermarket chains in Morocco are highly engaged
with the customers loyalty system which is very good and promoting the brand name. In other
26

words, the concept of loyalty programs is inherently attractive to retail business. Also,
international or national retail stores should highly creative in terms of providing best services to
their potential clients. To explore the conceptual model a survey was carried out the best results
and make the services more creative. Programs and loyalty cards create new exciting offers for
the buyers in store. However, such activities are the promotional activities for the customers to
get the high customer attention. Each and every kind of retail business organize some kind of
reward programs and striving to find ways in which to attract and retain their customers.
According to Filipe and et.al., (2017) It is typically expected from these programs that a
rewarded customer will repeat his or her purchase. Also such businesses makes the things more
unrealistic and less influencing kind of business to maintained the high advancing goals. Loyalty
programs give reality to think that rewarded customer will definitely come again and repeat the
shopping experience with the particular brand. This is the reason why big brands organizes the
loyalty programs for such buyers. Such customers also very helpful and effective to build up the
loyalty programs with the company. However, such business opportunity will effectively work in
such different context which effectively create good outcomes for the business to gain
opportunity and task. Customer loyalty is the best option to make the buyer happy and satisfied
with the brands. Customer loyalty is the chain between first purchase with other purchase which
is link with the benefits.
As per the Gabriel and Bonuke, (2017) international retailers are more efficient in
offering loyalty programs as compare to local market in Morocco. The reason is less financial
growth, lack of resources, lack of opportunity to international expansion. Such reasons restrict
local retailers to provides expensive customer loyalty programs. However, such business growth
and following results interface the following results and also ensuring the high business
opportunities. Data driven retailing to improve profitability is one of the important field of retail
which research where a purchase rewarding system is a practical concept for implementing
theoretical achievements. Along with this task it is helpful to meet the business results and also
helps to define the business logistic and also influence the customer goals oriented task. Besides
that, a profitable customer is one that generate the more revenues to a retailer when they switch
back to the other people. Customer loyalty holds no significance for a company which is lightly
comfortable and glowing the business results. According to research results of loyalty programs
implemented in commercial chain which elaborate the final aims and objectives to gain the
27

different results and opportunity programs. As according to Grosso, Castaldo and Grewal, (2018)
retailers do not consider all customers equal so it is of strategic importance for them to have the
greatest and possible number of customers. In other words, it also eventually give the positive
outcomes to attract customers trust and build up the positive terms. The main purpose of loyalty
programs is to earn the trust of buyers or to influence the consumer behaviour and purchase
decisions through various forms of rewarding in order to attract customers and encourage them
to buy and to retain them. Loyalty programs are used by retailers in order to create the best
possible perception of the store among customers with the purpose of course of gaining
economic benefits. Joining a club creates new shopping circumstances for a member and the
sales management. As compare to international brand local stores are less effective to perform
such activities due to lack of technology advancement or due to less financial stability. Such
formation and task will not work out with the things. But on the other side, international store
have opportunity to create the best [possible perception of the store among customers. Loyalty
programs are used by retailers in order to create the best possible attitude among customers
mind. Joining a club creates new shopping circumstances for a member which relates to the sales
management aiming to have better experience and get the store for the customer and building
loyalty control. As according Johnston and Saadeh, (2018) Loyalty programs helps a lot to the
grocer and the customers which creating eventually best services and outcomes for the leading
business task. Also eventually, it also allows retailers to better understand the shoppers needs and
wants in more significant manner. Also, loyalty programs are beneficial for retailers in many
form such as it allows them to explore hoe to optimize their offers to meet shoppers needs and
because they know their purchase behaviour. Traditionally, or in negative affect such activities
of international retailers reduces the market of local retailers which might be not affording the
prices of loyalty programs. Small and local retailers not earn that much business as much
international market does.
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Better customer experience gives good results which enable to motivate customers to
repeat the shopping experience. Loyalty programs increase the efficiency of customers
relationship management system as they directly connect the basket to the customers which can
be used by retailers to precisely follow the demand dynamics through frequency of visit and
customers profitability (KABORIO, KAMAU and MBITHI, (2017). The perceived benefit
created by loyalty programs which enable to perceived the relationship between customers or
company. Experience may depend on factors that can be controlled by the retailers. Also in
other words, it has been concluded how much business is useful to dignify the things which
creates the best following result target and opportunity. Perception of the customers has always
depends on the brand quality and their customer services. Like Wal-Mart Corporation operates
its business without any conventional customer loyalty program. It is also makes it different from
the competition as well to gain the more new results. They implement their loyalty program by
means of a simple saving catcher mobile application which if a product is more expensive in a
Wal-Mart sore than any other retail store. But in other words, Loyalty schemes provided by the
retailers are always profitable and sales generated schemes as per the retail brands. This will
have to be consider the great results in making the best outcome and results in proper manner.
29
Illustration 1: Economic aspect opf retailer loyalty program concept
(Source : LOYALTY PROGRAMS IN GROCERY RETAILING:
DO CUSTOMERS PROVOKE A TIERED REWARDING SYSTEM, 2015)

As per the Li and Robertson, (2018) Customer loyalty program is the way to continue the
following market design and also influence the business opportunity and task. Customer loyalty
is the strong link between people and company that makes the difference. Also, such business
task strongly linked to retail performance which measured by total number of customers and total
store visits and average per shopping trip. Many multinational companies enable to give high
business opportunities and also they offer customers international trips to gain the systematic
results and leading business opportunities. Loyalty cards, membership cards, coupons and
redeem points all such benefits has been given to the potential clients who are the regular
customers of the company. Such activities and benefits make good perception of the brand in
customer minds they also tried very hard to get that position in customer perception.
Global Adoption of Loyalty Programs
As according to Ramanathan and et.al., (2017) Loyalty programs concept has reached a
global scale with the United states also having the greatest number of loyalty program firms in
the world. In business growth Morocco having less efficient growth in terms of getting the task
and results. Also, it finds that, it makes the big difference to get the results and following
business activities to gain and attract the results. There are list of retail market in Morocco who
compete with each other like Carrefour Market, Aswal Assalam, Costcutter, Hanouty, Happy
Center etc. all such retail stores are highly engaged with the customer loyalty service. Loyalty
program is now become more trendy in many sectors under which companies initiate loyalty
programs in seasonal basis on the basis of the new collection, Arrivals that helps buyers to
redeem the plans. Also they growing the business goals and also create the best style of
developing results opportunities. In other words, Paid program is the another form of loyalty
programs under which customers need to pay monthly or annual fee to join the VIP membership,
or kind of subscription under which they will getting some exciting special offers and discounts.
So all such activities are the step heading towards the next process where retailer needs to adopt
the customer loyalty towards the company product or services. According to Reinartz and
Linzbach, (2018) The Tier Program is one of the part of loyalty programs which focuses on
levels of loyalty programs which more loyal towards the customers which brand greater the
rewards they'll receive. There are different benefits under which this is liable such as enrolment
offer, 2 points for ever $ 1 rent, Redeemable points for dollars off. The Progress Program is
another type of customer loyalty system under which customer believe they are nearer to
30

achieving a goal. The more committed they are to their efforts to achieve that goal and services.
Such business efforts are highly effective and energetic business task. So basically, it will help to
create a new developing and goals to make the working opportunities and also make the system
more energetic.
As per the view Ramanathan and et.al., (2017) customer loyalty program refers a reward
program which offers by organization to customers which enhance purchasing power of
customers. A loyalty program offers customer to free merchandise products, rewards, coupon's
and advances free products. This program is basically designed to gain trust of customers. There
are various steps to organizes customer loyalty programs. Organization or supermarket firstly
research current customers and takes feedback regarding their products and services. On the
basis of customers feedback organizes customer loyalty program. Supermarket sets goals and
evaluates that by building customer relationship management. Fifth steps of this program
complete to set budget according to customer potential. Supermarket targets those customers
who can give more profit in market. Applies some strategy to enhance loyalty of client regarding
their products and services. These steps are follows for customer loyalty programs. This program
is effective source to retain potential customer prolong time with organization and also attracts
new customers. Some supermarket also offers loyalty cards to customers. This card is a incentive
plans which allows super market to collect information about customers. Through this loyalty
cards supermarket offers discount on products, coupons and points towards trade. Main purpose
of this program is to gain more profit by keeping current customers. Supermarket achieves
profitability because they are cost-cost-efficient and supports to enhance social proof etc. beside
of this supermarket enables to raise brand strength and enhance purchasing. Customers mainly
focuses on loyalty program in international market because each customer wants to save money
along with wants to receive rewards. Through this programs' supermarket enables to retain
customers. International super market focuses on customer loyalty program because this program
gives long time profit in market. This program supports to retain current customers because they
lead profit in business market by continuous purchasing goods or products. International
supermarket focuses on products quality so that customer gets values of their money. Through
this strategy international market retains their customers prolong time. Such kind loyalty
program also attracts new customers because customer wants good quality products and wants to
31

receive rewards where this program offers valuable rewards such as discount on products or
coupons to customers. Thus kind strategy makes excites to customers to purchase goods in wide
scale. Through this strategy international market enables to gain competitive advantage in
French. Customer loyalty program supports international super market to track purchasing
history of goods through this supermarket understand that what they want what organization sells
them. Through this purchasing history international super market promotes those products which
actually customers wants. Thus, international supermarket gives values to their customers. This
program also supports to intentional market to be stayed competitive in business market where
supermarket offers unique products to customers. Thus, it leads innovation in supermarket
regrading their product and services. This program helps to create brand advocate of
supermarket. For example international market takes helps of celebrities to promote their
products so that customers comes in trust regrading product and their quality. Through
celebrities' supermarket enhances brand values in French market. Besides of this takes help of
social media to advertise products so that number of customers covers in large scale and their
loyalty heighten regarding product and brands. Customer loyalty program also supports
supermarket to identify those customers who don't fit for market, and they just take advantage of
discount and doesn't value the time and money which invest to keeping them. Thus, this program
is fruitful to be more profitable by losing bad customers. This program also assist to increase
more revenue of Morocco.
Customer loyalty programs plays vital role in local supermarket. It supports to appreciate
customers feeling regrading product services and product quality. Local supermarket focuses on
customers' relationship by offering expected products. Through this program local market
enables to give values of customers. On the basis of program super market offers rewards like
discount to customers in special occasion which encourage excitement of customers. This
program also supports to increase sales of product in local supermarket because loyalty program
allows supermarket to gather their information regarding product and their services. This
information supports to understand customer behaviour and their expectation. On the basis of
customers efficiency local supermarket can give suggestion to purchase product. It can raise like-
hood of customers and customer can buy suggested products. Customer loyalty program also
supports to save money in local supermarket because this program is an investment or customer
retention strategy which maximizes purchasing scale of customers. Supermarket offers less
32

expensive product along with good quality which attracts new customers and retains current
customer with supermarket. Loyalty program offers supermarket along with potential consumer
information. Local supermarket uses customer loyalty program to offers additional information
about the variety of products or goods which can purchase together, beside of this certain
coupons can be more effective. Customer loyalty programs plays various role in local
supermarket such as selling program ad marketing sales services leads retention behaviour of
customers. This behaviour can analyse by customer report. Advocacy behaviour index also gets
from this program where supermarket understand number of customers positivity regarding
product, services and brands. On the basis of index supermarket can estimate customers
satisfaction and can recommend another product to buy. This program also gives data of
purchasing loyalty index to local supermarket. This index shows purchasing behaviour of
customers. Through this index customer makes decision to buy additional product and expanses
uses of product from local supermarket. This program introduces new platform to local
supermarket where market enables to enhance revenue of market and can give values to
customers by offering trustable products. Customer loyalty program also measure customers
loyalty for supermarket such as to identify key performance of types of customer loyalty by
monitoring all customer experience.
Theme 3: Recommendation of framework for improving the efficiency of customers focused
loyalty programmes
As per the view of Meesala, and Paul, (2018) customer loyalty program can improve
more if supermarket keeps first priority to customers services. In that state customer becomes
more loyal which can enhance purchasing of customers. Through this supermarket can gain trust
of customers and retains customer prolong time. Supermarket should be give first priority to
customers. Supermarket should offer rewards to customers for their loyalty which makes excite
customer to retain and attracts new customers. To improve program supermarket should focus
types of customers such as male, female or children where women play vital role to enhance
sales of products. In this program specially gives values to women. Super market should take
feedback to customer regarding program which leads effectiveness in customers and also permits
giving suggestion to improve this program or services effectively. Through this technique
supermarket can give values to their potential customer can promote their product in large scale.
33

To improve this program effectiveness in customer, supermarket should build good relationship
with customers by offering standard quality products. To analyses customer loyalty for their
products supermarket should gather data which gives estimation of customers purchasing power.
As according to Skippari, Nyrhinen and Karjaluoto, (2017) Customer loyalty Programs is
the helpful tool and technique which maintained the customer bonding, partnership and
relationship with marketers. CRM is the model or framework which considering as a model of
customer loyalty. They describe efforts to establish loyalty among the customers. The
importance of this model is very significant which enable to support companies by uncertainty.
The customer loyalty trend is been very old which started from Trading Stamps were small paper
coupons given to customers by merchants. From this era the trend of loyalty programs has
started. The purpose loyalty programs is customer loyalty win new customers, create
communication opportunities, support other company departments, build a strong database
system. By all such purposes such business task is highly required to retained the business
growth. Customer loyalty have full chance to win a heart of new customers which is very
effective for the retail businesses in Morocco. Moreover, a customer loyalty program primary
purpose is to build a relationship with the customers that turn them into long term loyalty of
customers. In order to adopt the new working performance it is highly developing that outlining
loyalty program objectives, developing a budget, determining loyalty program eligibility,
selection loyalty program rewards, considering partnerships with other, than building up the
appropriate organization or some develops and maintained the warehouse and data mining
capacity. Evaluating the success or failure of the loyalty program besides that it taking correction
action plan. Loyalty program objectives is to accomplish the company as well as customer
satisfaction. The loyalty program also budgeted needs to reflect various expenses like initial and
ongoing promotional expenses. In order to carry out the systematic framework of customer
loyalty. So internationally or nationally Morocco retailers should have to adopt these following
steps
Outlining loyalty program objectives
Before acquiring the process planning and the main purpose must be have defined
properly. Like weather the purpose is to earn revenue, profit or customer loyalty. So the common
objective of this task is to retained customers or reducing the customer attrition, increasing
member purchases, increasing member profitability etc.
34

Developing a Budget
Next process in customer loyalty framework is developing cost budget like international
retailers have big plans and resources. On the other side, national retailers have limited scope to
develop high budget plan Ziliani and Ieva, (2019). This initial fee can also reduce membership
by casual customers. A major academic study found that high membership fees increase the
likelihood that customer will join program which offers a luxury reward.
Determining Loyalty Program eligibility
This process easily defines who are eligible to get the programs whether it is loyalty
program is whether a loyalty program should be open or whether company provides such
services to the business context.
Selecting loyalty program rewards
In this step company should have to decide what actually the services they will going to
provide to their customers. Also, it makes difference to be the most competitive dealing task.
Selecting loyalty program rewards makes the decision which is depends that how much
customers would prefer to take the charges and also promoting the business goals. A loyalty
program reward decisions should also be based on the type of the program which offered by the
retailers.
Considering Partnership with others
Partnership with other organizations can very helpful to reduce the expense or to
maintained the good relations with the other party. Besides that, it explains how much business is
reliable and containing possibilities to be the most challenging business goals. Besides, that it
promotes business activity and promoting business goals. Ziliani, (2019) In this step company
needs to be considered that how much business require d to give the customer authorities
accordingly. Considerably, Partnership with firm is the beneficial task if the other brand is more
popular and growing. So this deal would definitely give the positive environment.
Building an Appropriate Organizations
An effective customer loyalty program is the development of an appropriate task which
plan according to the task performance. Firms can outsource activities from where they little
expertise or where they have little expertise.
Developing and maintaining the loyalty program database
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Before deciding retailers generally analysed the data of customers on products not
customers. Retailers need to see the role of the loyalty programs before deciding and managing
the work. The Loyalty program database has to reflect the company outcomes and also
presenting the high definition goals and services.
Managing an Internal data Warehouse and Data Mining Capacity : In addition to
developing and maintaining the loyalty program database a loyalty program provider also need
to understand the customer perception and their needs before devising any further step. The best
loyalty program is considered the system which includes enrolment forms which capture the
business results and also affect the business in several manners. Company supposed to be present
the different plans and results according to which we performed the task.
As per the view of Duan, (2016) customer focused loyalty programs play a vital role as it
helps organizations and supermarkets to accomplish their pre-determined goals and also take
competitive advantages. It can be said that there is an interrelationship between competitive
advantages and customer loyalty programmes. There are some reasons has been discussed by the
author which shows the importance and recommend supermarkets to more focus in strategies.
Some benefits and strategies includes: it boosts sales of the company as when company and
supermarkets provide rewards and recognition which is an effective way to increase loyalty
among customers, encourages customers to buy as well as use most of the products of the
company. They are more likely to remain loyal within the brand which is beneficial for
customers and the company as well. In addition, it is also stated that
According to Söderlund and Colliander (2015), as Loyalty programs are basically the method
which is being used by the organizations fort encouraging more sales and thus increasing the
immigration of customers to the outlets, having a well-defined loyalty programs becomes
essential for the organization. Developing the effective loyalty programs will not only help
French, Turkish & Morocco to accelerate sales but will also assist them to enlarge the customer
base. Thus, there are few recommendations which French, Turkish & Morocco should apply in
order to build an effective loyalty programs to generate leads.
Rewarding the customers
As per the view of Hassan and et.al., (2015), rewarding the target customers is very
important for the organization in order to develop and effective loyalty program. Organizations
should focus on providing different types of rewards to the customers which will eventually lead
36

to better sales. The importance of rewarding and appreciating the loyal customers is that people
mainly have the perception that company providing larger benefits values their needs and
expectations and thus brigs out various solutions for their problems. When organizations provide
some rewards or appreciation to their loyal customers then it automatically attracts them towards
the outlets and thus compels them to purchase the product.
According to Filipe, Marques and de Fátima Salgueiro (2017), another importance of
rewarding customers is that as more and more customers decides to visit the outlets or purchase
the products online, sales of the company automatically increases. In the greed to possess the
product at much less cost than the other competitors, sale of that particular product increases to a
great extent and thus eventually helps the organization to achieve their goals and objective which
have set for that product. One more advantage if organization use rewards for increasing
effectiveness of their loyalty program is that it helps them to gain competitive advantage. When
the company provides the best quality products at much low cost and thus is continuously
engaged in offering innovative products at low cost then it eventually leads to better sales and
name of the company in market. Better goodwill means the competitive position of organization
remains strong and thus it indirectly helps them to attain competitive advantage and expand in
the wider geographies. French, Turkish & Morocco should thus constantly find ways to reward
their customers. For example as French and Turkish operates on the international level thus they
can offer online discounts and cashback on their products which the customers can easily avail
sitting at home. On the other hand, as Morocco have their supermarkets at the local platform then
they should make use of gifts, free samples and exclusive offers which the customers can get by
visiting the outlets. They should also provide online discounts on their products which will not
only help to improve the efficiency of loyalty program but will also increase their chances to
expand on global level.
Soliciting feedback and listening to them
As illustrated by Magatef and Tomalieh (2015), this is the another strategy which French,
Turkish & Morocco should utilize in order to increase the effectiveness and efficiency of their
loyalty program. Soliciting feedback from the customers and listening to their problems
effectively helps the company to provide better services to them and also builds a trust within
their heart and mind for the company. The main importance of seeking and requesting feedback
is that the French, Turkish & Morocco will come to know the needs and demands of the
37

customer as well as what are their expectations from the companies. Knowing the expectations
of customers is extremely important for the companies as it will help them to provide world-class
services that matches with their expectations and needs. Another importance of feedback which
will helps French, Turkish & Morocco is that it helps them to enlarge their customer base. When
the customers find out that the company fulfill all their needs and thus works according to them
then they tend to perceive the organization more valuable. This will not only increase the loyalty
of existing customers for the companies, but they will also help to generate more leads for the
company through word-of-mouth. Thus, there is extreme need of soliciting feedback from the
customers for French, Turkish & Morocco as it will help them to increase their sale and will also
drive their profit up.
As illustrated by Moretta Tartaglione and et.al.,(2019), another need of this feedback
which these companies must consider is that it helps them to know about the various innovation
which should do either in their product or other aspects. The feedback and opinions of the
customers will let these companies to know which product is lacking behind and which requires
a thorough modification. Therefore, considering these needs French, Turkish & Morocco should
mainly emphasize on seeking feedback and opinion of the customers and thus should respect the
views of customers. For example- After seeking feedback from the customers, Morocco finds out
that the reason behind fewer customers is the poor layout of their outlet. Thus, Morocco should
try various ways to fix the layout which will eventually increase their number of customers. On
the other hand, French & Turkish for determining the declining sale of online products should
develop an online survey which they should send to customers either through e-mail or other
digital media. This will help them to know what is the quality of their services and what are the
pros and cons of their product. They should also have a separate page of feedback on their
website where the customers can provide their opinions.
Adopting multi-channel service
As per the view of Kasiri and et.al., (2017), multi-channel is basically the method in
which organizations make use of various channels offline as well as online for reaching the
customers and for advertising their products and services. French, Turkish & Morocco should
take the support of digital media and thus should improve their multi-channel systems in order to
enhance the efficiency of loyalty programs. Improving their multi-channel capabilities will not
only help them to reach a large audience but will also help them to gain an edge over their
38

competitors. French, Turkish & Morocco should improve and build multi-channel marketing
because through this they can better reach the customers with their products and services along
with a defined content. The importance of multi-channel which will helps these companies is that
it will help them to connect with customers seamlessly by taking their brand message to them.
This will eventually increase the customer engagement as customers will be exposed to the ad
through various modes. Along with this, another advantage of multi-channel which will help
these companies to improve the effectiveness of loyalty programs is that it will allow them to
send personalized mails and messaged to their customers. They can incorporate the necessary
details which they want in the ad and thus this will help them to keep their message concise and
short. As customers generally have the habit to read and see only the short messages due to busy
schedule, thus this will eventually increase the viewership and more and more customers will
like to purchase the products of their companies.
As illustrated by Tartaglione and et.al., (2019), with the advent of advanced technology,
need for multi-channel has increased to an immense rate thus the focus of French, Turkish &
Morocco should be ion building an effective channel which will reach each and every consumer.
For example- If Morocco developed an effective rewards program on their recent product then
they should make use of various channels like online media, newspaper, e-mail for making the
customers aware of that reward program and also about the new product. Similarly, as French &
Turkish are operating on the international level thus they should reach the customers about any
new product launch or activities through use of mixture of offline as well as online modes like
campaigns, social media website, television etc. When the customers will come in contact with
the ads each and every time then would likely to search for the company which will also increase
the number of online visitors and thus this will helps them to enhance the effectiveness of loyalty
programs.
Post sales services and resolving complaints
According to Ramanathan and et.al., (2017), no customer would like to visit the store
whose operations are just limited to the selling of product and services. Customers tend to get
attracted to those organizations which remains on their promises and commitments even after
selling the product. This constitutes the post sale service. French, Turkish & Morocco should
focus on continuously providing best services even after the customer have made their purchase.
This the most important and significant strategy which French, Turkish & Morocco should
39

utilize in order to improve the effectiveness and efficiency of loyalty programs. The main
importunate of post-sale services which these companies should understand is that when the
company fulfill all their promises then it eventually leads to happier customers. They will visit
the stores frequently at regular interval because a sense of confidence and trust is being builds
within them regrading the company. Thus, by providing the better post sales services, these
companies will encounter the repeat sales from the customers. Another need and importance of
post-sales services is that it will help French, Turkish & Morocco to retain their best customers.
As the customers will experience better services even after purchasing the product then they visit
the same store for purchasing the product and thus will not switch to other competitors due to
fulfillment of commitment. Thus, this will also help these companies to retain the competent
customers and the loyalty of customers will eventually increase for the company. Besides this,
French, Turkish & Morocco should mainly focus on providing better post services because it will
at the end help them to enlarge their customer base. When customers will remain happy with the
company then they will act as opinion leaders for other and will market the brand to them
through word of mouth. This will eventually help these companies to enter the new market and
thus serve new customers. For example in order to generate a high level of loyalty among
customers and to increase the effectiveness of loyalty programs, the employees of French,
Turkish & Morocco should maintain a regular contact with the customers in order to increase
their interest towards company. They should also communicate with the customers on monthly
and weekly basis asking for any complaints and thus should provide them the effective solution
for resolving the complaints. French , Turkish & Morocco should make thoroughly train their
employees in the sense that they instantly resolve the complaints of customers. This will build a
trust among consumers and their loyalty and interest will ultimately increase.
Sharing positive reviews and success story
As noted by Palmatier, Kumar and Harmeling (2017), customers generally have the
perception that if the reviews of the product of the company is good and positive then that
company is reliable and thus will fulfill their needs. They generally have the habit to gather as
much information as possible about company, product, service, staff and thus based on this
information, customers makes their decisions. Thus, French, Turkish & Morocco should
emphasize on sharing their success story and brand message on large platform. They should
incorporate brand message and positive comments in their strategy because when customers will
40

get to know about the goodwill and better quality services, then their loyalty for the company
will eventually increase and thus they will visit it more frequently. Another advantage which
these companies will get for displaying positive comments is that it will generate a high number
of leads for them and high leads means high sales and high sales means increased revenue and
profitability. This will also help them to increase the customer base as more and more customers
will come to know about these companies. Another value which this will bring for the companies
is the better competitive advantage. As French, Turkish & Morocco will have more customer
who are loyal and committed then the switching cost of customers will eventually reduce, and
they will not go to other organizations. This will eventually help these companies to gain
competitive advantage and thus establish their position in the market. Along with this, this will
also them to increase the effectiveness of the loyalty programs and high number of loyal
customers means all the efforts and money invested in building programs are worth. The
companies should display the positive comments posted by the customers on their website which
will attract more and more people and thus as sense of loyalty will be instilled in them. This will
also help French, Turkish & Morocco boost up the sales and thus they will be able to provide
better consumer experience. For example French, Turkish & Morocco should display their
success story like awards, number of employees etc. on their website where the customers can
easily see and thus by seeing this, they will design a good perception for their company in the
mind. Besides this, these companies should also design a separate blog where they can pass the
brand message by articulating it in form of example. Along with this, companies should also
share the positive comments of customers on a large platform. This will eventually help them to
increase the effectiveness of loyalty programs.
Building the customer relationship
According to Watson and et.al., (2015), another most important strategy which French,
Turkish & Morocco should use is focusing on the needs of the customers rather than
emphasizing on price of the product and services. These companies should focus on maintaining
the better relationship with customers by connecting with them. Building an effective customer
relationship will help French, Turkish & Morocco to generate more and more leads and thus
enter the new market. When these companies will maintain a credible relation with customers,
then the consumers will have better experience and thus their satisfaction level will ultimately
increase. Higher the satisfaction level means higher will be their loyalty towards the
41

organizations. Thus, this will eventually help these companies to build credibility among
customers and thus better customer base. The companies need to consider this strategy for
improving effectiveness and efficiency of loyalty program because this will also increase the
retention rate of customers and thus more the retention rate, higher will be the profitability ratio
of companies. Besides this, it will also help them to establish their name in the market and
expand their business overseas. Like for example French & Turkish should host various
consumer appreciation event in order to show the gratitude and for showing their importance to
the organization. Besides this, Morocco should organize different local charities for showing the
support which company provides to the society. This will eventually increase the loyalty of
customers towards and the organization, and they will begin to perceive company as good. Along
with this, these companies should also send variety of links to the customers regarding product or
service which will help them to connect with customers and thus maintain a healthy relation with
them.
42

CHAPTER 3: RESEARCH METHODOLOGY-PRIMARY RESEARCH
1 Introduction
Research methodology is the word which derives from the French statement “recherche”.
In other words, Research terminologies comprehensive overview of a broad range of research
overview. In overall research such methodologies are helpful to describes the research design
that was chosen for the purpose of this study and reason for this choice (Nassaji, 2015). The
purpose of research methodology is to identify the reason of taking the research methods and
also following the different opportunity and goals. Research is based on the topic for which
investigator collecting data and information through different context. Also, it defines the
research methodology section which majorly perform the approaches and design in detail
highlighting those throughout the study. In further research of the study where the researcher will
taking help of different research approaches. The programme involved educating the village on
the modern technologies which majority work on the highest level. However, present chapter
will be concluding different methods such as research approach, research strategy, research
philosophy it is basically more prominent and following the business goals. Research
methodology is the is the process of emerging the deep analysing and also motivating the deep
analysing the form of developing. The purpose of the study is to elaborate the importance of
customer loyalty in leveraging the profit revenue of the retail businesses in Morocco. In other
words, this chapter further will also influence and exploring the different methods of research
philosophy, research types and research to make certain the business opportunity and task to
better understand the research scope and following business activity.
Research methodology chapter is one the major important phase of the whole research
which explains the research methods and approaches and design in detail and highlighting such
methods to explain more in detailed manner. They also justifying the reason of choosing the
research methodology (Gentles and et.al., 2015). Besides, the methodology should be the most
appropriate to achieve objectives of the research. Secondly it also should be made possible to
accomplish the research objectives in more efficient manner. The main purpose of this chapter is
to identify the deep study of the topic by applying the different methods and research
approaches. To verify and test important facts, to analyse an event process or phenomenon which
better helps to make or certain the opportunity and growth. Research is based on either
43

qualitative or quantitative basis which explores the effective highest goal opportunity to better
understand the research outcomes. Research can be performed with different ways such as
hypothesis, observation, theory, concepts, empirical generalization, concepts or some based on
variables. In order to conduct research present study has been chosen thematic research style to
conduct the study into the next level. Generally it explains the research aim an suitable
methodology to achieve those objectives. Further this were help to identify the specific risk
dimensions affecting the software projects. Basically it defines the highest business growth to
explore the business results (Sutton and Austin, 2015).
The purpose of this chapter
 Discussing the different kinds of research philosophies.
 Expand the research strategy which including the research methodologies adopted and
following business task.
 Introduce the research instruments that developed and utilised in the pursuit of our goals.
4.2 Research type
Research methods are the different kinds of tools and techniques which helping in the
research methods to better get the outcomes and results task. As with all activities the rigour with
which this activity is also carried out will be reflected in the quality of the results. For doing any
research researcher should have to take the best option for their research objectives to better
perform in the following results. Apart from this, research methods are a range of tools that are
used for different types of enquiry just as a variety of tools are used for doing different practical
jobs. Present study is based on the business research which defines a systematic ad scientific
procedure of data collection compilation analysis, interpretation and implications pertaining to
any business problem. Such as present research concept is based on the topic of customer loyalty
which is helpful to engage more profit and long lasting relationship growth. Types of research is
divided into two types Quantitative and Qualitative methods. Qualitative and quantitative are the
two essential resource type which basically helps to describe the business opportunity and task.
Quantitative research is based on the difficult goals. It has been noted that how such
consideration qualitative nature design (Mihas, 2019). Types of research methods according to
nature of the study. Qualitative research is a type of research which analysis the data into
thematic form. Also they creates the basic and influencing different target which explores the
highest business target. Qualitative analysis involves analytical research data which is
44

fundamentally different in a way that the researcher has to use facts or information already
available and analyse these in order to make a critical evaluation of the material. Also it defines
the business opportunity and growth. Research type is helpful to decide the what aims of the
study is to evaluate the business following task. Another method of research is quantitative
method of research this type of research is based on the statistical tools where researcher
analyses the data into mathematical manner. Researcher identifies the business opportunity to
measure the business task and also helps to take the correct action steps towards performing the
research sustainability task. Analytical research is the fundamentally different in a way that the
researcher has to use facts and information. The purpose of the research type can be divided into
two categories applied research and fundamental research. Research business strategy is
basically the concept which has to be managed and adopted in proper manner to better take the
things in positive manner (Øye, Sørensen and Glasdam, 2016). It identifies the basic opportunity
which explains the business opportunity and task to measure the research outcomes and
objectives.
4.3 Research strategy
Research strategy is a kind of process which define by some specific action plan or based
on some directions thoughts and efforts which also enabling and connecting the research in the
systematic performing manner. The research strategy is the nuts and bolts the application which
reducing and frustration, enhances the equality and most importantly save time and resources and
trade. Research strategy again is the significant way or method to generate the new lead which
also maintaining the different opportunity and task to generate the high influencing business
goals. Research strategy can be defined and using different facts and also enable to address
different repetitive efforts which are both a waste of resources and damaging to communication
channels with the client and support. A good place to start this process is to first examine the
results of phase 1 where they can took an inventory of existing data and current research
projects. This strategy can also be productive in terms of measuring and implementing the
different task and goals which is significant to identifying the best effective goals and objectives.
In other words, research strategy is the further action which has been taken by the company in
terms of managing and dealing high different associations (Kratochwill and Levin, Eds., 2015).
Also it applies the new business results to maintained the following business task to bring new
advantage and goals. Overall, it has been define that how much business and business target can
45

be more helpful and leading business task to better identifying the research outcomes. Also, it
helps to identify the new business growth and presenting the research outcomes in order to
address the research questions. It also helps to make the new business growth and opportunity to
generate new opportunity. Present study presenting the questionnaire strategy in order to conduct
this research further. Also it applies the best different types of generating business goals. By
asking 40-45 questions to the customers it will better helps to understanding that how much
customer loyalty program is essential for the retail marketeers presenting in the Morocco. By
taking questionnaire survey it helps to measure that how much this research will be going to
successful or not.
4.4 Research philosophy
Research philosophy is a belief about the way in which data about a phenomenon should
be gathered analysed and used. Research philosophy of the research is very significant and
approaching to gathered the different. Besides, the term epistemology encompasses the various
philosophies of research approach. The purpose of science then is the process of transforming
things known which is very significant and improving in efficient manner. Research philosophy
is a vast topic which will not be discussing the topic in great details also in business and
economic dissertations at bachelors level (Ziliani, 2019). That are not expected to discuss
research philosophy in a great level of depth. Research philosophy is of two types positivism and
Interpretivism. As compare to other methods, positivism philosophy is quite difficult and
complex in nature. This is because it is vastly used for many researchers. The number of
variations in explaining positivism which is quite different and difficult process of things. For a
business dissertations at masters level you may need to provide more discussion of the
philosophy to take reasons behind philosophical classification of the study need to be provided.
Basically research philosophy deals with the source, nature and development of knowledge.
Although the idea of knowledge creation may appear to be profound that are engaged in
knowledge creation as part of completing the dissertation. In essence, addressing research
philosophy are formulating. Positivism is the type which does not dependent on the human
interest they only work on some provisions. This research is based on facts and results to explore
the different identifying opportunities and goals to make better understanding and target results.
Moreover, positivism relates to the view point that researcher needs to concentrate on facts
whereas phenomenology concentrates on the meaning and has the provision for human interest.
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Positivism research philosophy is based on five principles like no differences in the logic of
inquiry across sciences, the research should aim to explain and predict.
Interpretivism is the another research philosophical approach which helps to interpret the
element of the study which involves the human interest into a study. Interpretive researchers
assume that access to reality which is only through social construction such as language,
consciousness shared meaning and instruments (Whalon and et.al., 2015). Basically, it also tries
the effective working opportunity which maintained the research aims and objectives.
Development of interpretive is based on the critique of positivism in social sciences. In other
words, Interpretivism approach is based on naturalistic approach of data collection such as
interviews and observations. In other terms, research Interpretivism generally based on two
beliefs relativist ontology and transactional or subjectivist epistemology. Such two beliefs are
based on social and experimental levels.
In order to present the research study, researcher has been taken Interpretivism
philosophy to conduct the study or to explore the different form of channel. Advantage of this
method is it enable to subjective nature of this approach and great room for bias on behalf of
researcher. It also helps to generate the primary data by the help of gathering information from
respondents. Also this philosophical method also helps to generalized data by personal viewpoint
and values. It describes the essence of the study which is effective for the researcher to identify
the long lasting results goals and basically identifies the long lasting goals. Problem recognition
definition which basically very useful to measure the research outcomes and more appropriate
data for succession the research goals. Business strategy is the best approach to define the
leading business (Zhu and Furr, 2016). Research strategy is helpful to measure the identifying
gap in existing data and also include all departments to maximize the resources in different
context. In other words, research strategies also helpful for the present study which helps to map
out the customer life cycle which map out the attempting to reach the customer and evaluate
whether or not the timing is appropriate for the specific information that trying to collect the
potential sources. Following results are the main systematic process which determining the
different opportunity to determine the growth performance. Bring the highest business task.
There are different kinds of research strategies are available in the market. Such as case study,
this focusses on an in-depth investigation of a single or a small number of cases.
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Qualitative interviews are the another essential and important research strategy which
generate the pro efficiency in research outcomes.
4.5 Research Approach
Research approach is the plan and procedure for research that span the steps from broad
assumptions to detailed methods of data collection, analysis and interpretation (Jin and et.al.,
2017). Research approach is the most significant aspect of the research study which basically
identifies the big opportunity to basically explore the new ways of getting research objective.
This plan involves several decision and they also need to try and make the different aspect
differentiate the variables. Research approach is of two types deductive research and inductive
approach. Deductive hypothesis is more focused on developing based on existing theory and
then designing a research strategy to test the hypothesis. It has been stated that deductive means
reasoning from the particular to the general. If a casual relationship or link seems to be implied
by a particular from the particular to the general. Deductive approach can be explained in terms
of hypothesis which has been derived from the proposition of the society. It basically derived
from the propositions of the theory (Strzyz, 2016). Deductive approach is begins with an
expected pattern which has been defined in the efficient manner to declare the following task.
Basically, it enable to define the relationship between concepts and variables. Also, it possibility
to measure the concepts quantitatively and also identifying the possibilities to research to
generalizing the new findings to a certain extent. Also, it basically develop the relationship
between the topic and formulating the target results. Basically, it also tries and basically develop
the high differentiating goals. In studies with deductive approach it formulates the different
approaches to gain the knowledge and task. It also helps to define and make the higher
performance to basically gain the results and opportunity and task. It has different types of
deductive in which involves deducing hypothesis formulating hypothesis, examining the
outcome and modifying the theory. Research methodology is the area which develop and
analyse the new business goals and also applying the new business gain and emerging business
task. It is important to stress that inductive approach does not imply disregarding theories when
formulating research question and objectives. Inductive approach also known in inductive
reasoning. In other words, inductive approach is the better option to make enlarge the business
opportunity and also define the business objective and target to influence the business
opportunity. In order to conduct present study researcher has been taken Deductive approach to
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identify the research goals and objectives. A deductive approach is helpful to measure the
relationship or link seems to be implied by a particular theory or case example. According to the
business objectives goals, research type is explains the most important aspect and business goals
and opportunity to make the task more effective (Williams and et.al., 2017). The table below
between applied and fundamental research related to the adoption of a systematic and scientific
procedure to conduct the study. Quantitative type of research measure the project outcomes on
the basis of numbers and calculation by presenting the tools and techniques and by the help of
graph. Also, it generates studies mainly examine relationship between numerically measured
variables with the applications of statistical; techniques. Quantitative data collection methods are
also used different methods which can also be very useful. In other words, quantitative studies
mainly examine the relationship between numerically measured variables with the application of
statistical techniques. This research approach is more helpful to analyse the business
opportunities to make proper arrangements and bring the new business task and dealing with new
opportunities manner. Types of the research methods according to the nature of research can be
divided can be different manner to gain the long lasting business results. Both methods of
research type is equally significant as per the channel of distribution it better apply the different
target and goals to better gain the business gains and growth in different context. Apart from this,
such businesses are like to gain the different target to gain the business goals. In qualitative
interviews interviewer and interviewee bot interact with each other and explore different
outcomes from the overall results (Sutton and Austin, 2015). This methods is time consuming
process to conduct which also prone to problems and biases that need to be minimised the design
stage.
Quantitative survey is the another strategy in the which enables to define the outcomes
and new growth to measure the service outcomes and in the form of getting results from survey
questionnaire. In this process, this is highly recommended task to be developed in the systematic
way. Questionnaire survey is the most common strategy of the research which adopted by the
highly generating manner. Also, it define the new business opportunity to generate the new
business gain. Action oriented research is the another research strategy which is useful for the
business to gain and participate in the productive manner (Etikan and Bala, 2017). Besides that,
this strategy is the combination of both practical and theory aspect. For these reasons this
49

overview focuses on the less pure action oriented research strategy which are effective oriented
task.
4.6 Research Design
As the name we can say that research design is the way and technique by which scholar
combines all components and elements of research methodology in a manner by which he/she
can solve problems related to the topic and research as well. It allows researcher and tell show
him/her the best way of conducting research by using a particular methodology. In other words it
can say that research design plays a vital role as it is an important plan that allows researcher to
give answers of all questions. In addition, it is also stated that research methods and designs are
different but closely related to each other. The main aim of selecting and following this step and
element of research methodology is it explains and shows the type as well as sub type of research
to readers (Whalon and et.al., 2015). There are several characteristics which shows the
importance and reasons of selecting this element by researcher such as:
Neutrality: For making a research successful there is requirement for researcher to obtain results
free from bias and neutral. It helps a researcher to make the final decision in an effective manner.
It also helps in understanding opinions about the final evaluated informations from target and
selected people and consider who makes agree on the final results.
Reliability: If researcher conduct research on regular basis in a same manner then there are
chances of getting similar results. But research design indicates and shows to researcher the way
in which he/she can form research questions in order to ensure the standard of obtained outcomes
and it can only be achieved when research design is authenticated and reliable.
Validity: There are several valid tools are available that helps researcher in measuring the
effectiveness and gauging results as per the main objectives and aims of the research.
Development of questionnaire from this research design can be valid.
Generalization: It is called the main feature of research design as results which are obtained are
applicable to a population and just not to a restricted sample.
There are mainly 3 types of research design for which researcher needs to have
knowledge. By having proper knowledge of each research design, he/she can make decision
about the selection of the best research design who can help him/her out in accomplishing the
main aim and objectives. Descriptive, experimental and correlation al are main types of research
design. In the type of descriptive, scholar focus and take interest on describing the situation and
50

the problem under his/her study. It is based on a theory which is created by collecting, analysing
and presenting data. The focus of this research design is on giving answers of how and Why. On
the other hand, experimental research design identify a relationship between the cause and its
effect of a particular situation (Nassaji, 2015). It is called casual research design in which the
effect of a situation is caused by the independent variable on the dependent variable. For
example, the main aim of this research is to identify the nature of competition in the local and
international supermarket sector in Morocco. In this context it can say that there is an
interrelationship and effect caused by price (independent variable) on customer satisfaction and
competition (dependent variable). So be reviewing both variables and making an effective
relationship, researcher accomplish its goals. Next type of research design, correlation al is called
non-experimental by which researcher try to establish a relationship between 2 closely connected
variables. For conducting this research design there is a requirement of 2 groups because on the
basis of assumptions, research cannot be made successful. For this type, statistical analysis
technique can be used to calculating relationship. For this research, scholar will use descriptive
research design.
4.7 Research Sampling
Sample can be defined as a group of people and things which are being selected and
taken out from a large population with the main aim of getting informations related to the
research topic and problem. Researcher select and target a group of people in a manner that can
represent their whole population and the large group for making the research successful by
getting authenticate data and informations as well. It is not possible for researcher to study entire
population because it can increase operational cost and also consume time of researcher, so
he/she select people from the population.
There are mainly 2 types of sampling whose selection depends upon the main type of
research as whether it is qualitative or quantitative. Probability and non-probability are 2 types of
sampling. Random sampling is in the trend who is the main type of probability sampling. It is
called the best method of targeting people and collecting data from them because there are fewer
chances of biasness. In the type of random and probability sampling, researcher give equal
opportunity to all random selected people from the whole population for making them feel
valued and free from discrimination (Etikan and Bala, 2017). Rather than random, stratified,
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systematic, cluster and multi-stage are other types of probability sampling. There are several
advantages and disadvantages of this type of sampling such as: it is very easy to conduct, there is
a high probability and chances of getting a representative sample. There are several benefits of
selecting this type of sampling.
Reduce bias: Selecting random people from the population reduces chances of biasness. It leads
to higher quality of data collection as selected people are representative to the whole population.
Diverse population: In the large and diverse population, it is important for researcher to get
adequate representative so that the data is not skewed towards one demographic. It also helps
scholar to get well-defined data.
On the other hand, identification of selected people from the population can become
difficult as researcher needs to give full and equal attention to all members which is time-
consuming process. On the other hand, in non-probability sampling method, researcher does
not depend upon standardization. The success of this type depends upon the ability of researcher
and having a proper knowledge of collecting data. Otherwise, generated and collected
informations/outcomes may be biased. It can create several problems for all elements of
participants. It is also called non-random sampling. Convenience, purposive, quota and referral
are types of non-probability sampling (Gentles and et.al., 2015). Random sampling is being
selected by researcher for this study. For making this research more effective and for knowing
the nature of competition in supermarket in Morocco, French and Turkish, 50 random customers
has been selected as a sample for knowing getting answers relevant to importance of customer
loyalty program as well as competition level and nature of supermarket in Morocco and
international market. Some benefits and uses of non-probability sampling are:
Create hypothesis: Non-probability and non-random sampling is mainly used for creating
hypothesis when there is no prior and relevant informations are available. This type of sampling
give immediate return of data and also helps to make a base for further research.
Budget and time constraint: Non-random and non-probability method of sampling is beneficial
when there is a limitation of time and cost. When researcher need to get immediate data in
limited time and cost than this type is being selected. It is easy for scholar to select participants
and respondents and have them take questionnaire.
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4.8 Data Collection
Data collection is called the main important element and function of research
methodology which is required to follow in an efficient manner. It refers a procedure of
collecting as well as measuring data from the relevant sources as per the topic and the problem of
the research. In the context of benefits and importance it can be said that it helps scholar in
making efficient decision as per the collected informations. Without performing this step, it is
not possible for researcher to even complete the research. For accomplishing any type of goal,
there is a requirement of some informations like views of people, facts about the topic for
knowing the situation of the topic. The main aim of this study is to know the nature of
competition in Morocco and international super market sector. So, for knowing the nature as well
as importance of customer loyalty programmes it is important for researcher to know the real
facts like increment in skills of customer by customer loyalty program and total number of
supermarkets in Morocco and international market. For that it needs to take help of different
sources of data collection (Sutton and Austin, 2015). Primary and secondary are two types of
data collection which have different sources.
In the context of primary type it can be said that it is sub-divided into 2 parts such as
qualitative and quantitative. Qualitative type of data are collected in the form of text, emotions,
feelings or not in the numerical form. It is closely associated with words, colours, emotions and
other elements rather numbers. The main aim of selecting this qualitative primary data collection
is to achieve greater level of depth understanding. It increases knowledge and skills of researcher
about the way of collecting data, understand feelings and expression of target people. Some
sources by which researcher collects primary data includes: questionnaires, interviews, open-
ended questions, focus group etc. Primary data are more reliable and authenticate as it is not used
before by anyone and are brand-new data. Researcher can make its research successful if its get
current and new data by primary and qualitative sources. On the other hand, quantitative type is
based in mathematical calculations is several formats. The main aim of researcher to select this
type is it is cheap process as well as time saving process. It is also easy for researcher to compare
findings due to high level of standardization. Questionnaire with close-ended questions and
methods of correlation and regression, mean, mode and median and others are some ways of
collecting numerical data.
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Next type of data collection is called secondary data. These type of informations and
data are being used before by several people and researcher that is why it is called secondary and
second hand data. Data related to different research area and topics are already published in
books and journals, internet, articles. Researcher cannot get accurate data all the time from
secondary sources, so they mainly depend on and use of primary and qualitative data (Williams
and et.al., 2017). Researcher makes only few informations from secondary sources for knowing
whether he/she is on the right track or not. Data published in articles and internet is not up to the
date or not limited to the date of publication. The selection and make choice between qualitative
and quantitative of data collection relies on the topic and nature of aims and objectives. So, it is
the reason that researcher has taken and makes an effective use of primary data collection. For
getting reliable data about the topic and knowing the nature of competition, he/she will use
questionnaires.
4.9 Data Analysis
Data analysis step also plays an important role. It is a process which is being followed by
collecting data from different sources. Systematically applying logical and statistical techniques
to evaluate, describe and understand data is called the process of data analysis. After collecting
data, researcher found the need to make collected data accurate and maintaining its integrity.
He/she feels that selected people do not give accurate informations as well as informations
published in articles are not authenticated so, he/she makes data accurate by analysing it. For
effective data analysis and moulding collected data, there is a requirement for researcher to
follow 3 steps such as: data organization, summarization and categorization. There are 2 types
and methods of analysing and interpreting collected data which involves: qualitative and
quantitative. Using tools for data analysis and the selection of the type depends upon the main
type of research. This is qualitative research so, scholar will use qualitative data analysis tool for
interpreting and making collected data authenticate and reliable (Mihas, 2019).
Qualitative data analysis has words and description. It is subjective so helps in analysing
data in research in an efficient manner. In the type of qualitative data and research, a word based
methods is chosen at a global level as a qualitative data analysis tool. Process of data analysis in
qualitative is manual. Content analysis, narrative analysis, grounded theory and discourse
analysis are some methods which are being used for data analysis in qualitative research. For this
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research, scholar will make an effective use of thematic data analysis. It is applied to a set of
texts. For this, scholar closely evaluates data to identify common patterns, topics and ideas.
When researcher tries to find out some answers by people's views, experience and knowledge
then this type of analysis in beneficial.
On the other hand, for quantitative data analysis, there is a requirement for researcher to
follow several stages. In the first step they need to prepare collected data for analysing it so that
he/she can convert nominal data into something meaningful data. After preparing data, they
require to edit it because sometimes respondents fill some fields incorrectly and sometimes skip
to fill the data. With the help of this step, researcher makes sure and confirm that all data are
filled or provided informations is free of these type of errors. The nest step after two is the most
important and critic step which is called data coding which is mainly associated with grouping as
well as assigning values to survey responses (Kratochwill and Levin, 2015). For example,
researcher completes its survey with approximate of 100 people, so he is required to make age
bracket in order to differentiate respondents based on the age. So, it can be said that it becomes
easier to analyse small data divided into some categories rather than analysing massive data pile.
There are several ways and tools that can be used in quantitative data analysis such as descriptive
statistics. This tool helps researcher in describing the basic features of several types of data. It
also presents data in a manner that pattern in data starts making sense. It gives absolute numbers.
The mean is called the best way of getting average number and scores of respondents about a
particular question relevant to the topic. SPSS software is being used for analysing quantitative
data that includes several methodologies such as descriptive ratio statistics and frequencies.
Thematic and qualitative data analysis has been selected for analysing qualitative collected data.
4.10 Ethical Consideration
Ethics refers moral principles that guide and help researcher in conducting research
without having intention to hurt direct and indirect participants. For making a research success,
ethics play an important role as it allows researcher to know the difference between the right and
the wrong. There are other benefits to focus and consider ethics in research as: they help scholar
in promoting the aim and objectives of research and expanding knowledge as well. Ethics also
support values that are required for researcher for creating trust among participants, collaborative
work and fairness. It is a set of rules that may be written and unwritten work as a guideline to
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lead researcher in a right direction. By following ethics and conducting a research in an effective
manner without hurting anyone, scholar can make sure to viewers that research is being made
efficiently and public can trust research. For supporting research, there is an importance for
people to have trust and ethics is the best way to make sure to people and make them believe.
There are several steps which are being followed by researcher in which sampling and data
collection is the most important and critical task. To select and target people and make them
agree to give answers is the most difficult task, Researcher can make them believe to research
only when he/she follows all ethical rules (Harriss, MacSween and Atkinson, 2019). There are
some codes of ethics which needs to be followed by researcher in making the research successful
such as:
Honesty & integrity: It is important to make the research with honesty and without copying
published data. Do not force participants about taking participation in sampling and data
collection process. To give equal opportunities and freedom to take participation voluntarily
shows honesty and integrity of researcher.
Carefulness: Making a research successful and prevent themselves from any accident and errors
it is important to become more careful about keeping full records and relevant informations. To
analyse each information in careful manner, review that all participants gave full informations or
not.
Openness: To give every type of detail related to the topic to direct and indirect participants
shows confidence and knowledge of researcher which increase trusts among them. To become
prepare to share collected data to the authorized person and the company for which researcher
work shows skills and awareness of researcher.
Confidentiality: It means to respect all those things and person who gives informations with
confidence and trust. To protects and keep personal informations of participants safe and secure
is the way of showing respect and confidentiality. To not bind them for participation and make
them ensure that their data will not be exposed and will not be shared with anyone.
Respect of intellectual property: While making a researcher, showing respect to others is also
important. To avoid plagiarize by not copying work of others and asking permission from
authorized person shows respect (Øye, Sørensen and Glasdam, 2016).
So, it can be said that from above discussed codes of ethics that ethical consideration is
an important task sin research methodology.
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4.11 Research Limitation
Research limitation and their evaluation also plays an important role. Before completing
the research and submitting study to the authorized person and the company, it is important for
researcher to cross-check and evaluate whether they have committed any type of mistake or not.
Several types of problems occur at the time of conducting research like lack of financial
resources, lack of time, human resources' availability, lack of skilled technical staff, resistance of
target people in taking participant in the research etc. Other external forces like environmental
changes, economic condition, political stability and instability etc. Different types of limitation
and factors create different types of problem. For example: limitation of time bind researcher to
do not more focus on qualitative sampling and take only few participants in questionnaire. It can
decrease the quality of informations which are being collected. It also effects the selection of the
type of research and the selection of the best research is time-consuming. So, it can be said that
limitation of time can hamper the quality of the research (Jin and et.al., 2017). Lack of skilled
technical and human resources staff can also create several problems. It is not possible for
researcher to complete the task lonely or without taking help of anyone. For more research and
development function, there is a requirement of human resources and technical staff. Technical
staff have deep understanding which can make this function in an easy and timely manner. But
due to lack of this staff, researcher may invest his/her a lot of time which can delay in submitting
the project. So, this limitation can delay in submitting the project which can give negative
impression of researcher in front of viewers and authorized person.
In addition, lack of financial sources can hamper the quality of research. The main topic
of this research is to identify the nature of competition in the national and local supermarket
sector in Morocco as well as the role of customer focused loyalty programmes in this sector and
this is a broad topic. For accomplishing goals and pre-determined aims, there is requirement for
researcher to invest more in research and follow each step in efficient manner. For following
each step of research, it requires enough money. Lack of availability of financial resources and
funds can hamper the quality of the research. Despite internal factors some external factors can
also create problems and barriers in the path of the success. Political instability can become the
reason of riots and this changes in politics can delay in providing research in a timely manner
The main situation and problem which researcher face is make agree to target people in
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taking active participation in research. There are several people who deny to give answers of
questions as they do not prefer to become a part of research. This situation can demotivate
researcher which is not good for researcher and the study as well. It can delay the process of data
collection and sampling function which is the most important element of the research
methodology. It can impact on the sample size as small sample size can make it difficult for
researcher to get appropriate and reliable informations who can represent the whole population.
It is always better to identify shortcomings and limitations before submitting the final
study ion order to make it error-free and successful. By evaluating all factors researcher can see
positive and negative impacts of each factor. The main aim of evaluation is to make changes is
the strategy and study as per impacts of factors (Strzyz, 2016).
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CHAPTER 4: DATA ANALYSIS
This chapter is about the result of the research. This section is structured around the sub
questions and the topic of the research. The result that are relevant to the research objective and
the research question are included here. Here, the results and discussion of the result is presented
under the same chapter in combined format. In the data analysis section of the research study is
presented with the help of graphs, tables and charts. Here all the finding of the research data is
presented and they are discussed and evaluated in order to reach to the final outcome of the
research study. This chapter also is visual presentation of the research findings for the readers.
Data interpretation is a type of process that make sense out of collection of information and
data that has been processed. It may be presented in different information in the form of line
charts, forms and graphs that need to interpretation of some kind. It also analyses the data
interpretation, which important to apply an appropriate examples and techniques.
Questionnaire
Name
Age
E mail id-
Q-1 Are you aware about concept of customer loyalty?
Yes
no
Not sure
Q-2 Are you a loyal customer?
Yes
No
Sometimes
Q-3 What are the factors that affect customer loyalty?
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Brand image
Price
Quality
All of them
Q-4 Does marketing strategies affect customer loyalty?
Yes
No
Not sure
Q-5 what does make you to switch a brand?
Price
Product features
Product design
After sales services
Q-6 I buy product of Walmart
Daily
Once a week
Once a month
Q-7 Do you think that customer rewards are useful to become a loyal customer?
Yes
No
Not sure
Q-8 Does loyalty programs influence your decision to buy products?
Agree
Strongly agree
Neutral
Disagree
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Strongly disagree
Q-9 Does loyalty programs helps you to save money?
Agree
Strongly agree
Neutral
Disagree
Strongly disagree
Q-10 Are you a loyal customer of Walmart even there is hike in price of products?
Yes
No
Not sure
Q-11 Does Carrefour Marketprovides the same range of customer loyalty provide ?
Yes
No
Not sure
Q- 12 How long you have been loyal customer of Carrefour Market?
Less than one year
One to under three years
Three to under five years
Q- 13 Do you think international retailer more advanced than local retailers ?
Yes
No
Not sure
Q- 14 Have you received after sale service from Carrefour Market?
Yes
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No
Not get experienced yet
Q- 15 How likely you recommend Carrefour Marketservices to your friends and families ?
Excellent
Very good
Good
Poor
Q- 16 Does Morocco retail market is highly advanced in Supermarket sector ?
Yes
No
Not sure
Q- 17 Do you think customer loyalty program leverage the profit of retail market of Morocco ?
Highly
Moderate
Low
Q- 18 What are the main attributes for which you have purchase the product or services ?
Product Price
Product Quality
Product offers
Loyalty Cards
Q- 19 Do you think for Morocco supermarket customer loyalty means higher profits ?
Yes
No
Not Sure
Q- 20 Which methods of sales promotions is more effective to motivate you to buy a
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product/services ?
Extra Quantity
Price offer or Discounts
Premiums
Loyalty gifts
Q- 21 How much you have satisfied with international retailers ?
Highly
Moderate
Low
Q- 22 How much you have satisfied with the local retailers of Morocco ?
Highly
Moderate
Low
Q- 23 How much you rate the services of international supermarket provides ?
Highly
Moderate
Low
Q- 24 How much you rate the services of local supermarket provides ?
Highly
Moderate
Low
Q- 25 Do you think Customer loyalty program is highly competitive for local supermarkets ?
Yes
No
Not sure
63

Q- 26 Does customer loyalty program build your trust towards the company brand ?
Yes
No
Not Sure
Q- 27 Do you think Local supermarket of Morocco needs to develop more customer loyalty
program ?
Yes
No
Not Sure
Q- 28 Which categories of product you purchase more often ?
Grocery
Apparel
Toys
Footwear
Q- 29 Which of the following promotional medium important to you to encourage immediate
purchasing ?
Advertising
Public Relations
Direct marketing
Loyalty programs
Q- 30 What is your preferred medium to receive information from your rewards programs ?
E-mail
Mobile App
Text Message
Other
Q- 31 Would you be more likely to engaged with the process of loyalty program if it could
access the program easily from the smartphones ?
64

Yes
No
Q- 32 What is your biggest gripe with loyalty programs ?
Reward expiry date
Less information
Carrying the card
Q- 33 How important are the following elements is during shopping ?
Time
Services accuracy
Offers
Security
Q- 34 Suggest your own judgment on customer loyalty program and its importance for local
retailers of Morocco ?
Q- 35 As per your suggestions what is the best experiences you get from the shopping & what
attracts you most in French retail markets ?
Theme 1 Aware about concept of customer loyalty
Q-1 Are you aware about concept of customer loyalty? Frequency
Yes 30
No 10
Not sure 10
65

Interpretation – A study was conducted in order to examine importance of loyalty
program in retail market. For this primary data was gathered and sample size taken was 50
customers. Also, questionnaire was distributed. By analysing data, it is evaluated that out of 50,
30 said they are aware about loyalty program, 10 said no and 10 was not sure. Thus, loyalty
program include marketing strategies which enable in retaining customers for long term.
Moreover, companies focus on it to gain more customer and generate revenue. However,
customers are also benefited from it as they get discount, offers, reward points, etc. Awareness
about program attract them to but Walmart products. However, marketing strategy also play vital
role in this loyalty program. It includes many other things as well such as factors, ad, etc.
Theme 2 Yes, I am a loyal customer
Q-2 Are you a loyal customer? Frequency
Yes 40
No 5
Sometimes 5
66

Interpretation- the research conducted study in Walmart in Morocco to analyse
importance of loyalty program in retail market. here, data was collected from customers through
questionnaire. The sample size taken was 50 customers. From analysing data, it is stated that out
of 50, 40 were loyal customers, 5 were not and 5 said they are sometimes loyal customer. The
reason behind this is that they believe product provided by company are of best quality. Also,
price of that is affordable and it helps in fulfilling their needs. Moreover, many said that they are
loyal due to brand image of Walmart. the company has created a strong reputation and market
value. there was some customer who remain loyal sometimes due to change in their perception.
they are loyal to brand for particular time period and switch to other if needs are changed.
Theme 3 Factors that affect customer loyalty
Q-3 What are the factors that affect customer loyalty? Frequency
Brand image 15
Price 15
Quality 15
All of them 5
67

Interpretation In order to answer research questions, study was conducted in Walmart.
The topic was to examine why loyalty programs are important in retail industry in Morocco. The
data was collected through questionnaire method and 50 customers were selected. By
interpreting questionnaire, it is evaluated that 15 customer said that brand image affect customer
loyalty, 15 said price affect it. Also, it is stated that 15 customers sad quality is a factor and 5
were in favor of all of them. From that it is concluded that these are some crucial factors that
affect customer loyalty. So, these are all things that customer considers while buying Walmart
product. Beside this, any change in those three directly impact on customer loyalty. It also
influences their perception. However, sometimes change in one factor does not affect it.
Theme 4 Marketing strategies affect customer loyalty
Q-4 Does marketing strategies affect customer loyalty? Frequency
Yes 35
No 10
Not sure 5
68

Interpretation – In order to attain aims and objective, the scholar did a research in
Walmart. this was done to find out importance of customer loyalty in retail. For this
questionnaire was used to gather primary data and 50 respondents were taken. It can be stated
that out of 50, 35 said that marketing strategies affect customer loyalty, 10 said no and 5 was not
sure. Hence, it is evaluated that company develop various marketing strategies to attract
customers. Furthermore, they are based on customer loyalty as well. It is observed that any
change in marketing activities may impact on customer perception. the customer gets attracted
when they see ads. It enables them to engage with brand regularly. Also, in marketing offers and
discounts are shown thus people remain loyal towards brand.
Theme 5 Make you to switch a brand
Q- 5 What does make you to switch a brand? Frequency
Price 12
Product features 15
Product design 10
After sales services 13
69
Yes
No
Not sure
0 5 10 15 20 25 30 35 40
35
10
5
Column B

Interpretation - A study was conducted in order to examine importance of loyalty
program in retail market. For this primary data was gathered and sample size taken was 50
participants. Also, questionnaire was distributed. By analysing data, it is evaluated that 12 said
due to change in price they switch brand, 15 said due to product features, 10 said product design
and 13 after sales service. Thus, it can be evaluated that it depends on people perception that why
they switch brand. Basically, it is due to product features and services. they do compare products
on basis of it and then take decision to switch. So, company focuses on all things to retain
customers. But sometimes people switch because other company provide high quality services
even, they charge high price of product. So, this is reason of switching to another brand.
Theme 6 I buy product of Walmart
Q 6 I buy product of Walmart Frequency
Daily 22
Once a week 18
Once a month 10
Total 50
70

Interpretation – To examine importance of customer loyalty in Walmart the researcher
did a research. The primary data was collected with help of questionnaire. From analysing data,
it is evaluated that 22 customers buy products daily from Walmart. 18 buy it once a week and 10
once in month. Hence, it is stated that there are many loyal customers of company. they buy
different types of products daily to fulfil their needs. In addition, they recommend others as well
to purchase Walmart goods. Beside this, there are those customers who buy goods once a week
and month. But they are not loyal because they consider price of goods is high. However, some
people also purchase product sometime just in order to check its quality. So, it changes their
perception level. Due to it, they are not able to remain loyal towards organisation.
Theme 7 Customer rewards are useful to become a loyal customer
Q-7 Do you think that customer rewards are useful to become a loyal
customer?
Frequency
Yes 13
No 23
Not sure 14
71

Interpretation – An investigation was carried out in Walmart to study customer loyalty in
retail sector. The primary data was gathered through questionnaire and 50 participants were
selected via random sampling. It can be analyzed from data that 23 customers said no customer
reward are not useful for becoming loyal customer, 13 said yes and 14 was not sure. Therefore, it
is analyzed that customer reward are only given to attract them. Also, they believe that the
rewards are only beneficial to certain extent. Sometimes, the quality of product is poor, so there
is no use of reward in that. Similarly, poor after sales services is provided to them. The rewards
are only used to get discounts or offer on particular product. This restrict them to become a loyal
customer.
Theme 8 Loyalty programs influence your decision to buy products
Q-8 Does loyalty programs influence your decision to buy products? Frequency
Strongly agree 12
Agree 17
Neutral 7
Disagree 8
Strongly disagree 6
72

Interpretation – Here, research was done to find out importance of customer loyalty in
retail industry. Questionnaire was used to gather data of 50 samples. By interpreting data, it is
identified that 12 strongly agreed and 17 agreed that loyalty programs influence customer
decision to buy products. Beside this, 8 disagreed and 6 strongly disagreed with it and 7 remain
neutral. Thus, it is summarised that the programs provide additional advantage to customers. It
provides them membership on basis of which benefits are given to them. Additionally, when
people do comparison and find out that there is price difference then they opt for less price
goods. In this they use rewards, points, etc. of loyalty program. Thus, it influences their decision
to buy product.
Theme 9 Loyalty programs helps you to save money
Q- 9 Does loyalty programs helps you to save money? Frequency
Strongly agree 15
Agree 15
Neutral 15
Disagree 5
Strongly disagree -
Total 50
73
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
0
5
10
15
20
12
17
7 8 6 Column B

Interpretation- On the basis of above interpretation, researcher has found out that how
many of the customers think that customer loyalty programs helps them to save some cost. So
out of 50 15 of them were said strongly agree with this this statement. According to them yes
such kinds of offers helps them to save the cost. As per the other 15 respondents they are agree
with this statement that it discover the new things which is highly effective and sourcing
development task. Other 15 customers are neutral on this statement that they agrees or they are
not as well. Rest of the 5 respondents were disagree with this statement.
Theme 10 Loyal customer of Walmart even there is hike in price of products
Q-10 Are you a loyal customer of Walmart even there is hike in price
of products?
Frequency
Yes 30
No 10
Not sure 10
74
15
15
15
5
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

Interpretation – As per the above graph and table it has been found that after increasing
the prices customer remain will be the loyal customer of Walmart. As per the 30 respondents the
answer is yes. Reason they believe on the Brand loyalty. Other 10 customers said no, after
increasing the prices they no longer loyal customers of the company. Besides that, other 10
members has been concluded that how many management services were relies on that fact to
discover the new opportunity. Other 10 were not sure effectively that weather they are relies on
the services or not. It has been found that, maximum number of customers are still the loyal
customers of the Walmart.
Theme 11 Carrefour Market provides the same range of customer loyalty
Q-11 Does Carrefour Market provides the same range of customer loyalty provide
?
Frequenc
y
Yes 15
No 30
Not sure 5
75
Yes No Not sure
0
5
10
15
20
25
30
35
30
10 10
Column B

Interpretation – As per the above table and graph it has been found that does Carrefour
Market provides customer loyalty programmes or not. So from the basis of all 50 customers 15
of them were said yes that Carrefour Market provides loyalty programs for their loyal customers.
Besides, that rest of the 30 respondents were said no because they are not based on the large
scale like Walmart. This is the reason why they are not effectively work accordingly. Rest of the
customers 5 respondents were said no because they were not sure about this process or method.
Theme 12 loyal customer of Carrefour Market
Q- 12 How long you have been loyal customer of Carrefour Market?
Frequenc
y
Less than one year 25
One to under three years 15
Three to under five years 10
76
15
30
5
Yes
No
Not sure

Interpretation – As per the above table and graph it has been concluded that from how
long customer still buying from the Carrefour Market. So as the all respondents out of them 25
customers they still purchasing more than one year. Because they are happy with the services of
the retailer. As per the other 15 customers they almost completing three year with Carrefour
Market because it is a leading brand in Morocco super market. This is the reason why the
customers of Morocco still like to purchase product or services from the Carrefour Market rather
than from such international brand. Rest of the 10 respondents they have been with Carrefour
Market three to five year because of faith of the customers with the brand or quality of services.
However, it has been concluded that major of the customer are purchased from Carrefour Market
for less than one year which has been concluded that Carrefour Market attracting less number of
buyers according to survey due to lack of promotional activities and interaction with
international market.
Theme 13 International retailer more advanced than local retailers
Q- 13 Do you think international retailer more advanced than local retailers ? Frequency
Yes 30
No 15
Not sure 5
77
25
15
10
Less than one year
One to under three
years
Three to under five
years

Interpretation – As per the above table it has been identified that according to customers
does international retailer are more advanced from local retailers or not as per the buyers. So as
according to all 30 customers they said yes according to them local market of Morocco is far
away from international market. Because international retailers are more advanced and based on
large scale with having large customer focus rather than local market. As per the 15 respondents,
they said no local retailers are more understand the needs and wants of the customers also pay
product service at low cost. Otherwise, international retailers are take high prices of products and
services. Besides that, rest of the 5 respondents were not sure because they barely purchase from
the retailers so they don't have such kind of large experience. So it has been interpreted that
international marketers are more advanced than local retailers.
Theme 14 After sales services
Q- 14 Have you received after sale service from Carrefour Market? Frequency
Yes 30
No 10
Not get experienced yet 10
78
Yes No Not sure
0
5
10
15
20
25
30
35
30
15
5
Column B

Interpretation : As according to the above table or graph it has been observed that Does
customer take after sales services from Carrefour Market which is an local retailer of the
Morocco. As per the 30 respondents they were said yes according to them they received after
sales service from the Carrefour Market like home delivery, guarantee on products, discounts on
maximum purchase etc. from the basis of 10 customers they have said no. according to them
Carrefour Market only give those services to some specific customers rather than all. Rest of the
10 respondents were not get experienced yet to analyse weather it is good or not for the
customers right now. So it has been interpreted that, maximum number of said that yes retailer
offer services.
Theme 15 Carrefour Market services to your friends and families
Q- 15 How likely you recommend Carrefour Market services to your friends and
families ? Frequency
Excellent 15
Very good 20
Good 10
Poor 5
79
Yes
No
Not get experienced yet
0 5 10 15 20 25 30 35
30
10
10
Column B

Interpretation- It has been found from the above table or graph that how likely customer further
recommend the brand to the other customers family or friends. So it has been concluded that how
much businesses can effectively approach and manage the service outcomes. It has been seen
that, average number of customers feels that yes it is highly influencing and challenging business
growth to analyse the different service results. According to 15 respondents they give excellent
reviews on the brand to friends. Rest of the 20 respondents were said that they were gives very
good remark for the retailer in front of their customers. 10 customers were said that, they will
give good remark to the Carrefour Market in front of their family friends. Rest of the five
members were said that they will be given poor review for Carrefour Market as there services are
very less impressive.
Theme 16 Morocco retail market is highly advanced in Supermarket sector
Q- 16 Does Morocco retail market is highly advanced in Supermarket sector ? Frequency
Yes 25
No 20
Not sure 5
80
15
20
10
5
Excellent
Very good
Good
Poor

Interpretation – As per the above table or graph it has been defined that how much buyer thinks
about the retail market of Morocco. It has been observed that majority of customers are thinks
that Morocco having great retail market that delivers the best services and target opportunities
which the basically formulate the business targets. As per the 20 members it has been determined
that it actually makes the system more energetic and influencing. Rest of the five respondents
were think they are not sure with this statement.
Theme 17 Customer loyalty program leverage the profit of retail market
Q- 17 Do you think customer loyalty program leverage the profit of retail market
of Morocco ? Frequency
Highly 35
Moderate 10
Low 5
81
Yes No Not sure
0
5
10
15
20
25
30
25
20
5
Column B

Interpretation : As per the above table or data it has been concluded that how this thing can be
managed and following the business results and gain the new systematic business results. Apart
from this, it has been concluded that how loyalty programs leverage the profit of retail market of
Morocco. However, frequency to meet out the business growth. As per the 35 customers they are
highly thinks that customer loyalty is the most attractive way to to gain the business results.
Besides, as per the 10 respondents they were think that customer loyalty is good because they
gain the customer trust but on the same side, they also very expensive for the local supermarkets
to adopt. Rest of the 5 customers were thinks that, it is the customer loyalty programs are very
unsuccessful for the retail sector because this includes many unnecessary expenses that might be
nor good for the Morocco retailers.
Theme 18 Attributes for which you have purchase the product
Q- 18 What are the main attributes for which you have purchase the product or
services ? Frequency
Product Price 10
Product Quality 10
Product offers 10
82
Highly
Moderate
Low
0 5 10 15 20 25 30 35 40
35
10
5
Column B

Loyalty Cards 20
Interpretation- As per the above graph and table it has been observed that majorly customers
are attract towards the brand because of such attributes like product price, product quality,
product offers and loyalty cards. So it has been observed by researcher that according to all 50
customers 10 of them were think they were buy products on the basis of prices. Other 10 were
think that product quality is main to purchase any product or services, as quality is the major
thing in products. Besides, other 10 were stated that they get attracted because of product offers
or discounts which attracts them most. Rest of the 20 highest number of respondents were added
another attribute which is customer loyalty program and according to them the main reason of
purchasing is to get loyalty cards such as chopping coupons, off, etc.
Theme 19 Morocco supermarket customer loyalty means higher profits
Q- 19 Do you think for Morocco supermarket customer loyalty means higher
profits ? Frequency
Yes 30
83
Product Price
Product Quality
Product offers
Loyalty Cards
0
5
10
15
20
25
10 10 10
20
Column B

No 15
Not Sure 5
Interpretation – As per this interpretation where researcher has been found out that, how many
researcher will effectively work in an effective manner. It has been researched that how customer
think that supermarket will be getting high profit of they provide customer loyalty card. So as per
the all 50 customers. 30 of them were thinks that yes it is correctly said that customer loyalty
program is the best way to leverage the Morocco supermarket profit. As per the other 15
respondents it has been concluded that no customer loyalty program is not at just profitable for
the company as they creates expense to the retail market store. Or on the other side, as per the 5
respondents they were not sure about the fact that weather this is profitable or not.
Theme 20 Sales promotions is more effective to motivate you to buy a product/services
Q- 20 Which methods of sales promotions is more effective to motivate you to buy
a product/services ? Frequency
Extra Quantity 10
Price offer or Discounts 25
84
30
15
5
Yes
No
Not Sure

Premiums 5
Loyalty gifts 10
Interpretation – As per the above table or graph it has been concluded that how customer think
that sales promotion is more effective to buy motivation level. This is the fact that, Sales
promotions are the successful strategy to attract the customer attention. So as per according 50
customers, 10 of them were said extra quantity of the product is more likeable by the customers
towards the product or services. Besides that 25 buyers said that price offer or discounts are the
most attractive sales promotion which grab buyers attention. Other 5 respondents suggest that
premium quality or services given by the company is more attractive way to stay connected with
the brands. Rest of the 10 members were think that loyalty gifts are the other way to attract
customer.
Theme 21 Satisfied with international retailers
Q- 21 How much you have satisfied with international retailers ? Frequency
Highly 35
Moderate 10
Low 5
85
Extra Quantity
Price offer or Discounts
Premiums
Loyalty gifts
0
5
10
15
20
25
30
10
25
5
10 Column B

Interpretation – As per the above table or graph it has been analysed by the researcher that how
much customer satisfied with the international retailers. As per the customers how much they
believes on multinational brands. So as per the 35 respondents they highly rely on international
brand because they have multiple choices, premium quality and some new taste. Besides, as per
the 10 buyers they are moderately believe on foreign brands. Besides, they also believes on local
brands as well. Rest of the 5 respondents said that they think they don't believes in international
brand as they are less pure. So majority of the answer highly trust international brands.
Theme 22 Satisfied with the local retailers of Morocco
Q- 22 How much you have satisfied with the local retailers of Morocco ? Frequency
Highly 20
Moderate 20
Low 10
86
Highly Moderate Low
0
5
10
15
20
25
30
35
40 35
10
5
Column B

Interpretation : As per the above interpretation it has been concluded that as per the 50
customers as per them 20 of them were highly satisfied with the retail companies of Morocco.
According to them they were highly satisfied with the services provided by the retailers like
quality products, minimum price tag, effective compensatory services and good customer
service. On the same side, as per the 20 more customers they are moderately said that yes
retailers are good and on the same side they have said they are not. Because this thing also make
less useful to less understand the opportunity and task. As per the 10 customers they have said
they are not satisfied with the services provided by the retail sectors as they are not effectively
liable to the growth and services that meet the customer satisfaction.
Theme 23 Services of international supermarket provides
Q- 23 How much you rate the services of international supermarket provides ? Frequency
Highly 35
Moderate 10
Low 5
87
Highly
Moderate
Low
0 5 10 15 20 25
20
20
10
Column B

Interpretation – As per the above consideration it has been observed by the retailers that how
much customers are rate international retailers as compare to local customers. Customer
according to the survey questionnaire. It has been conveyed that how much it being the
challenging task for the company to better understand that which product is more productive and
influencing in terms of business development in higher different sector to better motivate the
employee satisfaction task. As per the all 50 customers, 35 customers of them are highlight
satisfied with the product or services. It also makes the things very unclear and also make the
system more energetic and also make the work accordingly.
Theme 24 Rate the services of local supermarket provides
Q- 24 How much you rate the services of local supermarket provides ? Frequency
Highly 20
Moderate 25
Low 5
88
35
10
5
Highly
Moderate
Low

Interpretation – As per the above graph and table it has been observed that, 25 members of them
were highly energetic and very targeted towards the business goals. In terms of services local
supermarket not provided the level of services as international provides. Besides that, 25 of them
are moderate they are partially satisfied with the services provided by the local companies.
Besides that, it also helps to improve the big opportunity and task of improving the high business
targets. Rest of the members like 20 respondents of them were highly satisfied with the services
provided by the Morocco retailers. Along with this matter, rest of the 5 members suggested that
they are less satisfied because it is less impressive and less profitable as international market.
Theme 25 Customer loyalty program is highly competitive for local supermarkets
Q- 25 Do you think Customer loyalty program is highly competitive for local
supermarkets ? Frequency
Yes 35
No 10
Not sure 5
89
20
25
5
Highly
Moderate
Low

Interpretation – On the basis of above table and graph it has been concluded that how much
customers think that customer loyalty programs are very much productive and effective for the
profit of local retailers. Besides that, as per the following task and results it has been concluded
that majority of the employees said yes. Customer loyalty is the best way to enhance the
popularity of the brand and also encourage the new customer growth towards the product or
services. Study also concluded that how much businesses can earn profit and global reach by
satisfying the buyers needs and wants. Other 10 customers think that quality and product price is
the more successful factor ion which company might be focus on. According to them customer
loyalty program is not as much successfully good for the local retailers. As per them they also
said that, customer loyalty program can might be the heavy expenses for local retailers of
Morocco market. Rest of the customers has been said that, they are not sure about this statement
as they purchases very less products from the local retailers.
Theme 26 customer loyalty program build your trust towards the company brand
Q- 26 Does customer loyalty program build your trust towards the company brand
? Frequency
Yes 35
No 10
90
35
10
5
Yes
No
Not sure

Not Sure 5
Interpretation – It has been observed from the above table that how as according to the
customers what they actually think about the company that provides them exciting offers,
customer loyalty programs and many more services. So as per the customers 35 of the
respondents stated yes. They highly agree on this statement that French supermarket is famous
and globally popular because they take care of its customers and timely they also offer distinct
kinds of new offers to the public. On the same side, they also think that if this strategy adopted
by the local supermarkets of Morocco it will definitely built up the confidence level of the
buyers. It also eventually said that how much it is profitable for those customers as well. As per
the other 10 customers they give the opposite reaction on this statements and suggests to be a
quality and product oriented. As per those customers they think that such factors are not as much
the part of such activities. Also, they believes in the development process which has been the
most competitive for the local retailers. Other rest of the only 5 respondents they were not sure
that it is correct or not to be a part of all such things. Also it eventually said that yes it is a
difficult form of things which affect the whole system. They are not sure to say that weather this
statement is correct or not.
Theme 27 Local supermarket of Morocco needs to develop more customer loyalty program
91
35
10
5
Yes
No
Not Sure

Q- 27 Do you think Local supermarket of Morocco needs to develop more
customer loyalty program ? Frequency
Yes 40
No 5
Not Sure 5
Interpretation : It has been found from the above interpretation that, it has been seen that, how
much business can be useful and competitive to gain the challenges and task. Also, it analyse the
working capacity to be more attentive and following the business task. As per the above question
majority of the customers said, yes that Morocco supermarket should need to compete with
international retailers as they need to be more competitive. In order to gain the supermarket
chain. Also be more reliable and more competitive challenging task. 40 customers agreed that
local should need to explore its capabilities and should expand the business growth by engaging
with more loyalty programmes such as engaged with some online customer loyalty program.
Also it be possible that company provides offer to such customers. By adopting this strategy it
will definitely bring the business into the highest peak that helpful for the customers to get global
reach. other 5 customers said no and rest of the five buyers have not idea and no thought on this
question.
92
Yes No Not Sure
0
5
10
15
20
25
30
35
40
45 40
5 5
Column B

Theme 28: categories of product you purchase more often
Q- 28 Which categories of product you purchase more often ? Frequency
Grocery 25
Apparel 15
Toys 5
Footwear 5
Interpretation – As per the above table and interpretation, it has been found by the researcher
that which of the category customer buy most often. So as per the all 50 customers 25 of them
were highly engaged with day to day activities products and like milk, kitchen items, food
vegetables. As per the other 15 customers according to them they largely spend time to purchase
cloths new trendy fashion dresses. Besides, as per the other 5 customers they often purchase toys
as they have a family so according to them they were highly engaged to purchase toys and baby
products. Rest of the 5 respondents choose footwear. So overall majority has been concluded that
they are grocery purchaser.
Theme 29: Promotional medium important to you to encourage immediate purchasing
Q- 29 Which of the following promotional medium important to you to encourage
immediate purchasing ? Frequency
Advertising 10
Public Relations 5
Direct marketing 15
Loyalty programs 20
93

Interpretation – It has been defined from the above table or graph that how much customers get
attracted from which of the following mediums of advertisement. According to the all 50
customers it has been concluded that how much buyers like which of the promotional way. 20
number of respondents stated that Loyalty programs is the most attractive promotional event that
company has provides to their factors. As per the other 15 customers according to them Direct
marketing of the retail sector is more attracts them towards the company brand. Other 10
respondents were said that they more like advertisement that retail supermarket given in
newspaper, on television, social media sites. Rest of the 5 members think that by maintaining the
good relation with the customers is the best to attract buyers towards the product or services. So
nowadays, customers are more like loyalty programs that directly several benefits to buyers on
purchasing.
Theme 30: Preferred medium to receive information
Q- 30 What is your preferred medium to receive information from your rewards
programs ? Frequency
E-mail 10
Mobile App 10
Text Message 25
Other 5
Interpretation – It has has defined by the above table and graph that which of the medium will
maximum liked by the customers. So as according to 25 customers text message is the most
preferable action that company adopts for providing the information regarding loyalty programs.
Text message is highly seen by the customers , that is why at the time of payment every
supermarket and shopping store take the client number as well. Besides, as per the 10 customers
E-mail is the next option who also very necessary in professional terms but every time customer
cannot check their e-mails. Rest of the other 10 customers prefer to select Mobile application
where they can track their own profile and previous orders and having some points etc. rest of
the five customers select some other ways.
Theme 31: Engaged with the process of loyalty program
94

Q- 31 Would you be more likely to engaged with the process of loyalty program
if it could access the program easily from the smartphones ? Frequency
Yes 35
No 15
Interpretation: On the basis of above graph and question where researcher asked a simple
question from the customers that would they engaged with the process of loyalty program or not.
On that question, 35 number of respondents stated yes and give reason that they are highly
engaged with the activities of customer loyalty programs from the smartphones. Many of the
brands provides their own Mobile application and contained all information regarding the best
formation and long lasting working gain and leading business. Rest of the 15 members stated no
because they don't believe in such loyalty programs as they are less interested towards the loyalty
cards and other promotional events. It has been observed from this interpretation that maximum
number of respondents would prefer to have the leading business goals. Apart from this, it makes
the things enlarging and also encourage different new objectives.
Theme 32: biggest gripe with loyalty programs
Q- 32 What is your biggest gripe with loyalty programs ? Frequency
Reward expiry date 25
Less information 15
Carrying the card 10
Interpretation : On the basis of above interpretation, it has been concluded that, how many
customers thinks that biggest gripe with loyalty program are for them like 25 customers think
that reward expiry date is the biggest gripe for them to engage with loyalty programs. On the
same side, as per the 15 members said that they have a less information regarding of all this due
to which they fails to meet out the great work outcomes. Rest of the members think that carrying
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the card is the biggest gripe for the them that makes the loyalty programs even more better and
influencing.
Theme 33: Important are the following elements is during shopping
Q- 33 How important are the following elements is during shopping ? Frequency
Time 5
Services accuracy 20
Offers 15
Security 10
Interpretation : As per the above graph it has been observed that, how many elements are very
important for the buyers when they are shopping. It has been observed that, 20 customers out of
50 think that service accuracy is the most thing matters at the time of shopping which maximizes
their leading business goals. According to 15 customers they have think that offers are the most
attractive thing which is required by the buyers at the time of purchasing. This is the promotional
activity too by the help organization approaching maximum customers towards the company
outlet. Other 10 has been said that security is the most important concern which needs to be
considered by the customers. Security is the most common concern for the buyers which has to
be given a proper attention by the company. So it has been defined that yet customers are more
likely to purchase when company offer discounts and new offers for the customers.
Theme 34: Suggest your own judgement on customer loyalty program and its importance for
local retailers of Morocco ?
Interpretation : In this open ended question where it summarizes the views of all 50 customers
that how they believe on the given province. Researcher asked this question to 50 customers that
what they think that customer loyalty is important and how much it is important for the local
retailers which situated in Morocco market. So basically, it has been defined that, majority of
customers has been given positive feedbacks that customer loyalty program is very attractive
offer these data given by the supermarket. Such offers even more attract buyers to visit the store.
Or also, according to buyers supermarket store also need to engage with this program by online
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through customer feel more relaxed and easy to purchase good and services. Some of the
customers also said that, such customer services are even more competitive to beat the French
retail sector. Or even more productive to be the great formulations and programs. Also, it make
the effective sense that preferably collect the services. Customers who belong to Morocco they
have been suggested that customer loyalty program is very helpful to collect the task and also
make the difference in making customer trust. Besides that, it also very important that to be more
efficient and leading business task. Besides, customer loyalty program and its importance for
local retailers of Morocco is very important to be the best and great result outcomes. Moreover,
many of the customers also preferred that how successfully customer relate this equation to the
business that it helps to be the most competitive business idea. Also, it sustained and maintained
the business. Customer loyalty program is the leading business strength and best marketing tool
which enable to create many opportunities for the businesses. Customers said that, they only
prefer to go supermarket when they heard some new exciting offers. Also, they love to prefer
that how much business objectives and clearly understand the objectives in more detailed
manner. Loyalty programs also be given by different forms like from reward customers, new
best effective target new formulating task and build up the new opportunities. Ask for advice and
listen to it new business gain is been increased by the customers who successfully engage with
the services of target market. Also customer said that supermarket of Morocco try to adopt this
strategy to gain the competitive position at the international market. Also, they have tried to
influence the business and new formulation task. Top performing companies understand an
important role that customer feedback plays in business. They consistently listen to the voice of
their clients. Besides, not only they search for opinions they clients publish on social media and
reviews that they have to provide new offers to the business.
Theme 35: Q- 35 As per your suggestions what is the best experiences you get from the
shopping & what attracts you most in French retail markets ?
Interpretation : On the basis of the above open ended question it has been concluded that, how
customers will be attracted towards the business growth. When this question asked by the
customers that according to them what things are there which attracts most to buy a products
from the supermarket. Like customers are fully liable and wants personalised customer service
from the retailers. Some of the customers has been think that offer online and offline integration
is the best way to promote the services. Some other people has been define that
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POS capability is very much necessary and important for the people to better gain and
understand the things. Besides, that with mobile POS capability salespeople can process
transaction of the sales floor the minute the shopper decides to buy in which accordingly manner.
Loyalty rewards is the another experience that wants by the each and every person in
within the task. It is also very important task that maintained and able to attract the following
buyers.
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CHAPTER 5: CONCLUSION & RECOMMENDATIONS
5.1 Introduction
This is the last section of the dissertation which summarised the purpose of the research,
methodologies, results of the whole study. Chapter of conclusion more discussed about deep
insight of the research which gained regarding study and findings and limitations. It also belongs
to the system and following business task to be the great efforts. It has been analysed from the
study that how retail market can leverage the own performance by getting the best leverage
marketing. To locate the findings of this study within two conflicting theoretical approaches to
health translation (Rosenthal, Bahl and Worm, 2017). Also, customer loyalty is very essential for
those businesses who wants to come up with international market. So all such summary of the
research has been done by this chapter after analysing the research outcomes. Present study
observed the process of dwelling evolution in progressive development projects. Basically, from
the above basis it has been all over summarise that how much overall report has been producing
the results accordingly. Also, this chapter evaluates that system and business results are highly
emerging and business goals to evaluate the system into more energetic manner. Also, such
things are basically for those people who effectively maintained the work briefly summarize the
all such matters. Along with that, conclusion and recommendation chapter are also summarise
that feedback. Along with that, this chapter contains many information regarding the whole
research which is very essential for the reader to get the deep insight knowledge of the research.
So basically, this chapter will further defined the whole key research terms which has been
discussed in this research from chapter 1 to last (Kumbharjuvenkar, 2018).
5.2 Conclusion.
From the above task, it has been concluded that above research topic is based on
customer loyalty program in retail sector. Customer loyalty is the likelihood that existing and
previous customers will continue purchasing from a specific company. Also, they have discussed
much more things which collectively known as a best results to gain objectives and task.
Customer loyalty program is the leading company input which majorly gives the excellent
outcomes to the company in return. Customer loyalty can be said to have occurred if people
choose to use a particular shop or buy one particular product which has been considered the best
style growth (Arezki and et.al., 2018). This is the positive activity done by the business which
successfully completed the business goals and also majorly attract the customers. The purpose of
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the study was to leveraging the importance of customer loyalty programme within the so called
budget mass loyalty programs within the Morocco Market. This customer activity will definitely
provides the leading business task which eventually get the higher business task. So the purpose
of the study is to concluded that how customer loyalty program can be productive for the
supermarket that makes the them competitive with international markets. Study has been defined
various reasons why this activity makes difference one of the reason is brand recognition. By the
help of this customer approach Company can easily get attracts brand recognition and attract
more new customers (Petrescu and Lauer, 2017.). Brand loyalty can be increased by such
customer services. Organizations should give special attention to the customer needs if they
wants to stand d a competitive image in the international market.
Study successfully achieved the aim of the study by presenting the primary as well as
secondary data collection. Study emphasized several thoughts and secondary research that how
customer loyalty program can build the best image of the company. Secondary research has also
mentioned the different ways to promoting the brand image of the local supermarket and give
them new strategies to grow up in the market. So basically, it has been concluded that how much
this business opportunity can make the things more influencing and challenging business task.
Also, study mentioned many times that, customer loyalty proforma is the way through local
supermarkets can easily emphasized their strength.
Present study has been focused on the beneficial part that has been gained by the retailers of
Morocco. The most valued reward on loyalty cards was accumulated points which could be
redeemed later (Cagaptay, 2019). Respondents of the study also been mentioned the positive sign
towards the customer loyalty programs which also make sure the following business targets. It
has been documented that loyalty cards was accumulated points which could be redeemed later.
So such benefits will automatically give the high impression on the company image in the
competitive market. Furthermore, loyalty cards were perceived to have an influence on
purchasing behaviour this is the fact where it has been seen that how customer loyalty
programme can manage the customer attention towards the business task. Also, it might be seen
that, how business can influence the leading task to ensure how it makes the big difference to
change the scenario of the life style. The uncertainty on if share of wallet increases for loyalty
card members further results in problems and debate the long term charges and task. Present
report has been presented the huge data and information on the topic where it has been cleared
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that how customer loyalty program can make the big difference for local retailers at Morocco
market. Study emphasized the research tools to gathered huge data. Primary data collection
techniques has been used in this study as to collect data from 50 customers (Respondents). Such
data has been collected from the results and data which has been collected through different
manner (Fryn and Mellahi, 2015). Along with that, it also very important to be the great results
which analyse the different leading opportunities that company could adopt. In this study the
majority of the members were extremely uncertain and following getting the great opportunity
and task. In this study, 68% of the respondents think that local supermarket should have required
to acquire the some customer oriented strategies in order to compete with French supermarket.
Also In this study, majority of the respondents indicated that they were satisfied with the
customer loyalty programs after purchasing from the retail store market. Also, customers are
satisfied with loyalty card rewards such as points and savings when they purchase products and
more following results that represents the best goals and services. Also, it quite appreciating that
the results of this study is quite satisfying and agreed with the fact that yes there are many forms
of opportunity which better analyse the growth and different leading opportunities (Frynas and
Mellahi, 2015). Basically, the purpose of this study is to identified the opportunities for Morocco
retail sector which they can adopt form the customer loyalty programs which can smoothly
compete with the French international markets. Many elements and fact has been identified from
this method that presently makes the systematic results and out goals. From the basic analysis it
has been cleared that how much business can motivated of kind of leading goals. Besides, the
finds also revealed that how product quality plays a significant role in influencing consumers to
be brand loyal customers. Interestingly, store environment and design which also represents the
high business task. All these factors showed positive relationships with brand loyalty except
store environment and design which had no relationship. The super market is one area which
offers vast potential in the consumers market where there is increase in products on offer to
customers. More reliable and positive findings this topic would impact on consumers, marketers
and policy makers. The article that at present for present for different retailers an important
strategic objectives is to to create loyal customers. The priority of the modern marketing is the
formation loyal customers (Fernandez Hidalgo 2015). Also, they have implemented that how
situation analysis can better presents the market situation. This is how the whole study presented
the research data and techniques to make better and advanced service results. Often simplified
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methods of research which has been based on different results which highly influenced by
different opportunities. Today there are many different even contradictory way to the evaluation
of customer loyalty. In in order to present the facts and knowledge researcher has been used
Qualitative research techniques to interpret the thematic analysis by the help of using graph,
table and designs. In these circumstances it requires they study of influence of various factors on
the loyalty of consumers to retailers in various formats.
It has been concluded in the study that, in retail sector customers brand loyalty often
outweighs their store loyalty. For example this has been confirmed in the automobile industry by
different roles. They measured brand and dealer loyalty as aspect purchase intentions on a nine
point scale (Petrescu and Lauer, 2017). Participants were uncertain if the amount of money
spent equally in the market which systematically work in very unique manner. The findings,
revealed that product quality plays a significant role in the influencing consumers to be brand
loyal customers. Additionally, the overall findings it has been relate that how business can have
better approach for the market results. The findings has been clearly said that how business can
overlook up to in the process which majorly affect the long lasting challenge of the effective
services. Store environment and design as relevant factors attributable to brand loyalty. Present
study has been discussed in every chapter that how business can present their strong business
image in the competitive market. It is also has been seen that how business can eventually impact
the business opportunity and task.
Customer loyalty can be the most competitive branding tool for the retailers who
presently suffer less growth market share. Basically, customer loyalty is the competitive market
gain which effectively present the business into high range of market which successfully
influence the high range of business challenge (Cagaptay, 2019). Maximum of customers also
stated that yes loyalty programs is the source of higher growth and profitability. Besides that, it
also positively make the difference that how major activity task can better perform in the market
situation. Responses to each of the questions were recording the best influencing manner.
However, such customer services will definitely helps to expand the business popularity,
enhance product quality, service quality and brand image. A few makers has been concluded that
how we can make the good difference between the charges. Also, it makes the system more
influencing new formulations. It makes a big difference where company can also focus on their
expansion strategies where they feel good and influencing business results. Also, it makes a big
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difference in terms of presenting the growth and different big opportunities to give better
difference.
Secondary data has been collected by the research which is followed by literature review.
This certainly makes the different results task and bring various outcomes and goals. Point
Program the point program is the most common program around the commerce world as it is the
simplest one which is based on the simple principle spend more to get more company results.
This method has also been discussed in this study. Another method which has been discussed in
this study which is spend program. In which customer will get some points on the behalf of
spending some more money and loyalty programs. Along with this task it also brings many
service outcomes and approaches to bring the loyalty outcomes (Bredvold and Skålén, 2016).
Tiered Program is the another form of customer loyalty program which is the one way to find the
right balance between attainable and desirable rewards is to implement a tiered system. This is
the strategy which initiate purchase interest among customers. This strategy can be the best
strategy for retailers to adopt as to encourage the purchases.
Different loyalty program has been discussed in the study like Paid programme is one of
them where customer need to pay some particular amount to join the VIP group/club. This
system can be more influencing and differentiating the best target goals. Partnered Program is
one of the leading business task which has been showed in the results where it has been defined
that how such activities can be managed by the organization task. Recommendation and
following business results can better very helpful to contained the business. Game Program is
one of the leading customer loyalty program that enable to encourage repeat purchases, increases
customer loyalty, internship customers and help strengthen the brand image in more
entertainment way (Godefroit-Winkel, 2018). Along with that, Loyalty program is a
combination of more type of loyalty systems. Also, it encourages the leading program which
highly succeeding and managing the systematic results and goals. Customers who enrol in a
loyalty rewards card programs which allows companies to collect information and behavioural
data about their shopping habits. Report also analysed the growth opportunities that one small
based retail can have if they invest some amount towards the customers satisfaction. Morocco
retail supermarket also need to try to take new growth opportunities and risk to enhance the
business expansion at international market and easily leverage the profit with international
supermarket. Study also interpreted the data where the customers has been suggested on many of
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the topics that they more like to get new rewards, gifts from the brands. They more prefer to
purchase the brand who provides maximum customer service and coupons. This also analysed
from the research that how in current competitive market international supermarket can leverage
their profit by the hand of several services. Apart from this, it also been very challenging when
my other business can happened in such different situations. Also, it might be creates the
business into different channel (Belkacemi, Menvielle and El Ourabi, 2019). It is clear from the
study that how loyalty cards have attached customers from various educational backgrounds
occupation and race. Study also concluded that, Retailers must be use loyalty programs to study
customer preferences and to monitor the amount of money spent after customers become
members. Alls such process is easy to understand the buyers needs and wants towards the
particular demand. Such kind of potential data can be very helpful to design the new marketing
strategy which reward customers that spend more money at the retail stores.
Study also concluded that, it certainly makes the good opportunity and goals.
Recommend new strategies also it tries to new basic information task to bring different
opportunity and goals. This business opportunity and work outcomes to be the best formulations.
So basically, the outlined the most important aspect of the business which definitely give the best
outcomes to the retail sector in order to be more competitive and challenging. It also helps
business to gain customer focus, market share, business international growth, new gain and
opportunity task and influencing business. Also it has been recommended many strategies in
terms of managing the business opportunities and task. So basically, it has been determined that
customer loyalty program can be the successful investment for the organization in order to take
the business into the next level that also helps to compete with international market. Customer
loyalty has been the most productive strength for the retailers as they deal with the huge variety
of products (Ichijo and Ranta, 2016). So they can easily give offer on some certain products or
services. Also it might be includes the leading business goals and also highly managed the
services and task. This will work more effective in terms of presenting the different tools and
organization. Business influencing to gain the business objectives while effectively prepare the
following business growth. Growth must be using or assign the different great opportunities to
better understand the dealing gain and influencing business growth. Customer loyalty program is
very competitive and effective in terms of challenging the business growth challenge that might
very impressive in terms of taking the best challenging results. Overall, study implemented the
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business task which has been concluded the most energetic and diplomatic results and task. It has
been concluded from the above strategy that how much customer can increases their interest
towards the brand that offers range of product development and also makes the high influencing
business goals. In present modern market businesses are now become more competence and
challenging that equality deals with the international market. So accordingly it has been
concluded that how business can effectively consume the high largest business targets and also
make a good impact on the business results while implementing the new working outcomes.
Major activities makes the good way of dealing and opportunity and task which effectively gives
the good impression on the customer (Godefroit-Winkel, 2018). Store environment role is the
most influencing business brand loyalty program which more focuses on the systematic
performance which also influence the ineffective target opportunities. Undeniably the super
market is one area which offers vast potential in the consumer market where is increases in
products on offer to customers. Also it offers the highest effective business market decisions.
Study concluded that how retailers should need to focus on the customer success. Also,
Additionally the overall findings of this study also shows that amongst other businesses retailers
having more opportunity to offer customer loyalty. Also, it appraisal and energize the different
business opportunities to gain the business firm and also gaining the different target associations.
It has observed from the study that now customers does not believe in traditional marketing only
but they also look after the new creativity and fancy marketing that can help to explore new
things. This is why they preferred to have services from the brands who majorly contributing
their part towards customer satisfaction. Besides, it also has been observed from the study that
nowadays, customer wants to make its shopping experience more memorable and exciting. So
this is why customer loyalty program is important for the company to attract the buyers attention
towards the report (Bredvold and Skålén, 2016). Customer recommended that local retailers also
should create new strategies and increase revenue to retained the customer retention which helps
to boost up the profits and simply because loyal customers already have trust ion the brand and
therefore likely to spend more. One time investment on such practices can be the long term profit
for the local retailers. Like increases revenue such revenue generation activity be easily
implemented in proper manner to generate the high demanding target market approach. Save
money while creating and implementing a loyalty program is an investment, customer retention
strategies are more often less expensive than attracting new buyers which is the great and more
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flexible reliability that could company can adopt. Also it helps retailers to know the needs and
wants of the international retailers to more expand the services and better gain the different
opportunity and task. All along this brings the different opportunity and task which creates the
more profitable market. By gathering huge data of the customers can be the easy process for
retailers to generate more customer interest their like and dislikes. This is the kind of feedback
practices which can be very helpful for the business to generate the high demanding opportunity
and task.
Study outlined many other importance of customer loyalty programs that helps to
leverage the local retailer interest and profit revenue. Such as make consumer feel appreciated,
such programs make the different target performance which successfully create new opportunity
for the business to create new develop platform for the business task. Save different kind of
money will definitely brings many opportunities that successfully implementing the best
formulations (Ichijo and Ranta, 2016). Research concluded that such business activity can very
helpful to increases the sales revenue for the business which increasingly very competitive and
dealing with high leveraging marketing opportunities. Such business growth loyalty through
engagement.
Another advantage that company could be getting is better communication with the
customers. Loyalty programs give direct way to communicate to customers which can be
particularly useful in an emergency such as recall. Such loyalty programs will definitely work in
the best possible manner that more influencing and dealing with high advantage growth. This
business opportunity basically meet the business opportunity and also bring the high advancing
matrix that successfully meet the advantage and opportunity task. Certainly it makes the business
which growing the new opportunity and gain that certainly give the positive approach and fasted
business task. Customers retention programs can make all the differences and also growing the
business in new different aspect. The purpose of the study is to explore the opportunities for
retailers in terms of delivering the business goals. Basically it generate the business opportunities
that certainly gives the positive impact on the business performance. The basic purpose of the
business is to creating the legal business target which already explored the business and also
which already maintained the positive outcomes (Godefroit-Winkel, 2018.). However, the new
business opportunity will better perform the leading business task that positively make the
effective leading business task to ensure the new big opportunity. New business can gain
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different opportunity and target to analyse the business target and form a new business lead.
Overall study just focused on developing studies which explore differentiate the target market
position. Along with this, it also helps to generate the new business lead that basically helps to
promote the high business objectives that basically creates the new business leads. Certainly it
also helps to regenerate the business good image that motivate other people to focus on the task
to maximizing the business goals. Customer loyalty program also just to create new business
environment which is very useful and effective in terms of powering the new business goals and
also promote customer towards the brand.
So basically study concluded the how customer loyalty program can be beneficial for the
business to enhance the customer retention and also leveraging the budgeted cost. By investing
in the customer loyalty it will give good rate of return to the business which is also very
beneficial for the company success. Study concluded that how much competition are there in
supermarket which identically reduce the growth of small retail sector (Fernandez Hidalgo
2015). But on the other side, customer loyalty program can be the positive sign for the small
retailers that can be provoke good outputs and give outcomes to the business. Eventually, By
matching the A good business results will be the eventually a most important business task that
makes the high impact on the overall business. Customer loyalty program is be the most
competitive strategies that makes customer more satisfied and happy with the company or brand.
Conclusion of the whole research is based on the results which came from this research.
Besides, the research has concluded the how many business and business target can be perfectly
fine with the services that people effectively motivate the business in different forms. A good
business target and make the systematic performance target that makes the whole thing more
presenting. Research has been conducted primary research on 50 customers and take suggestions
on the Customer Loyalty. As per the all 50 customers somehow they presented a same results
that they highly satisfied with the new services provided by the company when they become the
company VIP member also International retailers provides some complementary gifts as well to
present the high business target and more clearly it define the best target opportunity (Newcomb,
2017.).
For instance, researcher has been asked approx 35 different questions in the questionnaire
survey to collect the customer review and what they think on this topic so basically it also very
important for the small retailers to know how to engage new business opportunities. Present
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customers are very sharp and intelligent they always invest on the products with they will get
some more benefits. So basically, it will be more energetic and energizing that presently different
opportunity and task. Along with this, eventually it creates the new gain opportunity to deal with
new approach. Customer loyalty program successfully implementing a new business
opportunities and also create more opportunity to deal with managing work outcomes. New
marketing strategies are highly energizing and more work productive in case of gaining.
From the above study it has been concluded different research methodology where
researcher discussed different aspect of the business. It requires the next further task and make
the things more properly amended (Frynas and Mellahi, 2015). Also, It has been concluded that
how it will be helpful to regain the systematic leading procedure to make better understand the
opportunity. For doing any research researcher should have to take the best option for their
research objectives. Along with that, researcher has been used different research types methods
that concluded how it requires the new business task and also useful to determine the long term
objectives and task to be the most competitive leading position. Research has been used different
analytical tools and to analyse the business task. All such technologies enable to match the
research aims and objectives. Such as researcher has been framed 35 questions for the
respondents to know their point of view and thing that how it requires to be more energetic and
influencing the heavy business task. Also, it prepares study presenting the questionnaire strategy
and opportunity to generate research questions. Also, study has been taken interpretevism
approach to deeply analyse the and explore the different channel. This philosophical methods
also helps to generalized data by personal view point (Godefroit-Winkel, 2018). Research
methodology play s most important role in the research where they required to perform different
channel. Also, it requires to determine the different aspect of the research which is very helpful
to contained the huge knowledge and information relating retail market store.
Researcher has been concluded the retail market and their functional activities to perform
the leading business task. That in 2018, Morocco supermarket is the rapidly growing business
however consumers habits have changed these days. Traditional grocery retailers are losing share
to the benefits of modern grocery retailers. The competition level amongst the retailer is very
fierce and challenging in modern business market. Internet retailing is growing at a rapid pace.
Internet retailing is recording a positive performance are becoming a more confident ordering on
e-commerce platforms. The number of online transactions is registering rapid growth as
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consumers are getting accustomed to ordering via both national and international websites. It has
been searched that Morocco retailers are highly alleged and differentiating into the different
manner (Steenkamp, 2017). The rise in small independence retailers due to the auto entrepreneur.
This is the business case which also be the most competitive business task. This programme
offers great incentives, including an interesting taxation rate. It has been researched that these
days international retailers has rapidly entered into the Morocco market due to which the local
retailers has been facing issues related low profit, limited growth and low customer attraction.
Such environment create threats and high competition for the local retailers. Also on the same
side, research will save time and money while empowering to make informed, profitable
decisions. Five year forecast of market trends and market growth which is been the great results
oriented and following the business targets. Also, it has been analysed that how business can
manage the work outcomes (Duan, 2016). Retailers are gaining the high advantage market
performance which highly influencing the new business target.
Study has been analysed that in Morocco the advantage of local supermarket is that they
provides cheaper and safer product or services. On the same side, expanding volumes through
and coverage of modern distribution and channels and retail outlets. Increased acceptance of
packaged food. Along with that, it also very challenging business growth that how business can
effectively growing the new business opportunity and task. Increased acceptance of packaged
food is the another research of the study that has been provided the best result oriented task
which successfully growing the high business growth. Hyper supermarket lost that can be fit into
the highest business market which eventually dealing with high competitive environment. This
will better work and handling the highest business growth that determine the leading business
opportunity. All along it has been concluded that how local businesses can leverage its scope of
benefits to compete with the business task (Kumbharjuvenkar, 2018). Basically, it enhances the
business opportunity and task to gain the highest business targets. Overall, study aim of the
research want to explore the businesses mind setup for the local retailers through they can easily
meet out the business opportunity and goals international market in Morocco will definitely work
more effectively and most leading business task. Also it handles the highest business task that
enable to maintained the high business goals. Also, this will present both the changes and
opportunities for retailers developers as well as investors aiming to represent the brand in
Morocco. Overall this report has been provided the in-depth knowledge of the grocery market in
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Morocco. There has been huge scope for the international suppliers to open small stores, kiosks
and kind of the small market stores all such new inventions in the leading business market
opportunity.
Researcher has presented the in-depth information about the Morocco market where they
also mentioned that Supermarket of Morocco has steadily improved over the past decade. In
contrast to the geopolitical difficulties experienced by different authorities and market. Also, it
has been analysed and finalised that how to business can managed the business settings in terms
of competitive business market (Arezki and et.al., 2018). In Morocco market international
retailers has been growing vastly and bring competition in some following market like Apparel,
footwear and health and Beatty specialist retailers recently entered the Morocco market. Local
supermarket should have been put some efforts and show their hidden talent to cope up with the
current market.
It has been conclude from the survey that how customers thinks that customer loyalty is
the great way to be good and competitive in the market. Like 60% of the respondents knew about
the concept of customer loyalty which automatically said yes to be the most competitive manner.
It has been concluded from the market that eventually furbish the market growth. Does
marketing strategies affect customers loyalty and also makes the thing more eventually.
However, the new business system is highly most competitive business target and also be the
most competitive market situation (Sebri, 2015). Does marketing strategies affect the customer
loyalty when this question asked by the respondents. So out of 50 highest maximum number of
customers said yes. So it has been analyse that customers are fond of new strategies new offers
given by the business organization in order to motivate the buyers attraction. By moving the
highest business task to be the most competitive new business channel and motivate into the
highest business task. This process makes you a leading brand to gain and analyse the highest
business target goals. In present market maximum number of buyers thinks that it makes the
good deal with the services which represents the highest business task. To be the great efforts
and new opportunity and task (Fernandez Hidalgo, 2015). Interpretation, study observed the
reaction of the customers to analyse the importance of customer loyalty for t them what they
think when they step out for shopping. All such research and investigation is very important for
the business to gain the knowledge and explore the more opportunities for the local retailers to be
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more competitive and relative in terms of profit earning. Also, study has been emphasized on the
importance of customer satisfaction.
Customer satisfaction is the most important term for the businesses which evaluates that
how much brand is famous quality vice and variety vice.. so such small attributes make the
strong buyers decision making process. It is highly necessary for the local supermarket to get
adopt the new marketing strategies and new successful planning. To gain the business results in
terms of performing the new business task. Also, I mind out the system new approaching
performance to manage the things in proper manner. However, in these days various digital
techniques has come up with new approaches methods through customer can get different unique
concept. Study also defines the difference between the concept of local supermarkets and
international supermarket (Petrescu and Lauer, 2017). On the one side, where local supermarket
using face to face selling. In Contrary, International supermarket stores purchasing and selling in
both digitally or non digitally. So it has been observed that international retailers has many
option and opportunities to do something creative. But on the same side, there are less options
available to the local retailers as they are not much aware about the new invention and the other
reason is they has limited fund to invest. Another reason that has been observed from this study
is international generally getting quick sponsors and investors on the same side, local retailers
are not as much quicker than French retailers. However, such business eventually makes
difference and restrict other retailers to expand the share and new business opportunity for the
business to grow fast and lead the market of the Morocco. Customers suggested to that local
customers limit their product and customer services as they facing fear of competition and failure
(Cagaptay, 2019). For that, Government of nation should have been take some decisions and
provide them easy finance access to make them more competitive. Besides that, it develops the
business opportunity and task to measure the effective systematic performance and leading
outcomes.
However, the new business opportunity makes the leading task full work that have gained
the new opportunity for the business that helps to gained new business opportunity and goals. In
terms of economy, Morocco economy is considered a relatively liberalised market economy
which certainly emerge the business opportunity that firmly helps to gain the market. However,
wheat barely and other cereals are mostly grown in the north est regions of Morocco. It has been
evaluated that how business can be more helpful to motivate different learnings to be more
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energetic and influencing the new other customers to attract towards the business task
(Belkacemi, R., Menvielle and El Ourabi, 2019). New business opportunity task automatically
very helpful to gain the advantage and leading business opportunity to measure the new business
gain.
Morocco market is the most growing market these days which majorly very competitive
in terms of facing the issues in different manner. Also, it brings the several results that better
understand the new opportunity which certainly makes the good outcomes to better influence the
new effective work gains. Major population of the Morocco is more forwarded towards the great
achievements that enable to understand the aims and objectives. On the other hand, it also very
growing and leading management task that helpful to generate the new business opportunity.
Study has been cleared that Customer loyalty programs is the kind of customer
expectations that is more reliable for the company to pay attention to customers expectations and
to the fact that how the company can stratify its customers at which level. Customer
expectations are the highly energizing and great effective business opportunity to gain the
business results into the best possible manner (Godefroit-Winkel, 2018). Along with this, it also
come with great expectations which to generate the new gain and opportunity task to be more
inspired. Customer relationship management triangle law describes customer satisfaction as
follows. That customer satisfaction can be seen negatively correlated with customer goals.
Customer loyalty is the following business roles that has been taken with different goals and
opportunity and task. However, the new results which makes the system more energetic and
leading business goals. This means that customer satisfaction can be seen negatively correlated
with the customer expectations. Also, customer loyalty program is highly motivated and leading
and energizing business goals. According to which it is highly energizing that business relating
the highest business goals which successfully meet the customer satisfaction results.
Major of the research has been described that how much they attracts towards the
supermarket brand who is highly energizing and focus on the customer orientation. Also,
Supermarket should focus on the needs and wants of the business opportunity. Also, it has been
determined that how business and business opportunity can measure the outcomes of business
results. Despite the type of activity that companies that are focused on clients are always the
basic part of every organizations or company. Also, it majorly analyse that systematically
customer loyalty program can be managed within the business growth to analyse the new
112

opportunity and task. The concept of the loyalty on scientific sources loyalty is defined as one of
the management objectives and its definitions from source to source vary (Hernández-Rubio and
et.al., 2016). The origin of loyalty as a term which also very encouraging and leading business
task. Despite business challenging task will most helpful and energetic that encourage business
task to readjust the following business task. Retailers of Turkey and French market is
systematically perform the best development areas.
As found from the study that how much retail market is leading in the modern market.
Hypermarket model is staring to really establish itself in Turkey food retail remains
comparatively fragmented. Historically food was bought and sold at small local bazaars and
ships called bakkals. Carrefour a global French retailer is considered a Turkey Walkout while
Auchan another French retailer us eyeing opportunities like Turkey and Indonesia. Food and
Grocery in France provided a detailed analysis of both the historic and forecast market data of
food and grocery retail sales across key channels in France. Towards the business also it is being
the highest business targets that following the different areas and promoting the new business
opportunities (Bredvold and Skålén, 2016). Growth rates in the economy which generalized the
new opportunities and task to be the most generalizing. Whatever, goes and ever lasting
expansion type of retailing is over and now companies are looking to exceptional planning and
organization increased digitalization and a focus on customers service in order to stand out from
the crowd. To conduct a business target new formulating business energy is the most frequent
and energizing materialistic goals and objectives to be the great systematic performance.
Morocco retail market generate the new leading business opportunity that makes the goals and
target.
Basically, the whole research has been based on loyalty which is a term of performing in
different manner. By citing the aspect of different authors and researchers study has been
completing their own results and goals. In terms of that, customer loyalty as the most highly and
willingly to encourage different loyalty conceptions. Expands the concept of customer period of
time. He declares that product or service providers have a different perceptions of loyalty
comparing with different goals. Expands the concept of customers loyalty by explaining it as a
compound of three different perspective (Ichijo and Ranta, 2016.). Turkish consumer begun to
search for better value product. With an expanding economy and rising income levels, Turkish .
So however, it has been concluded that how customer motivates others to bring systematically
113

task to presents the new business goals. With positive macroeconomic statistics Turkey
continues attract their buyers in significant level by retained them towards the business. Despite
of that, research has been concluded that how much business can regain its position and business
opportunity to bring the new opportunities and task. Furthermore, this study outlined for the
customers that how much they need to overlooked upon the customer needs and how they brings
the new opportunity for the cast.
Customer has been determined that how retail supermarket can leverage its growth
opportunities by implementing the customer loyalty programs. Food and grocery supermarket are
generally come up with the new laws that automatically generate the high efficient growth. That
effectively makes the high impact on the system. Also, it has been seen that how business and
new ineffective business trial needs to be more energetic and influencing. Also it is importantly
said that how new businesses and new emerging business growth can be more attractive towards
the business opportunity and task (Belkacemi, Menvielle and El Ourabi, 2019). Along with that,
it also helps to determine the new business opportunity. The multi channel and e-commerce
model allows customers to purchase on different platforms such as Facebook. Basically, it is
very challenging and business opportunity target that to focus on the customer loyalty system.
Recommendation
In order to generate or modernise the retail supermarket in Morocco it is necessarily
adopt the new customer loyalty program by local supermarket. There are many benefited that
company could be adopted to sustained the business opportunity in long term market. In many
companies there are highly epidemic countries that inefficiently works in improper manner to
generate the lead business growth. Customer expectations are highly dynamic in nature who is
also influenced customer needs and wants. Retailers are obliged to modify their business model
also, customers are highly energizing and go to through many enormous changes. Basically,
Customers now wants to get different new experienced while purchasing from retailers. The
purpose of customers loyalty program is the most trendy topic that purposefully initiate the
leading business targets which also been given the positive outcomes. Apart from this, the whole
report summarized the market of French and Morocco and how there different retailers
represents the constant frequent task. Along with that, it basically formulate the business growth
and make the more systematically business outcomes. Furthermore, customers are also reluctant
to drive to hypermarket which are typically located on the outskirts. In order to believe that, it is
114

recommended that, how business and organization performance can be the most energetic
business task. Besides that, it has been concluded the how business can easily implement the
systematic business goals. Also it encourages the business new opportunity and task to bring
effective learning opportunity. In present days customers are highly motivated and leading
business target that attracts the business opportunity and task which systematically influence the
new opportunity and goals. Buyers are also very creative and excepting lot from the market that
brings several opportunity and task to gain the advantage results. The online channel covers only
X% of the food and grocery market which owing to the difficulty in delivering products in a
short space of the time and consumers that highly refreshing up the business task. The future
realistic task will greatly analyse the business the competition in the market which eventually
more energetic and more productive in nature. Crucial to the functions of the above method is
the adoption for the new target goals which is highly motivating in the future results.
It has been concluded in the study that business either run by customer acquisition or by
getting more business from their existing customers. Customer acquisition is a process of
invariably expensive (Bredvold and Skålén, 2016). For every successful promotional activity
there is a vast amount of huge promotion. It is highly energized for the businesses that gained
trust of their potential clients. It is much cheaper to get more business from existing customers
also firms do this in two ways. Also, it majorly identify the customer needs and wants. So
basically, to gain the market share the basic purpose of the study is to expand the opportunities
for the businesses who presents in the Morocco market. Customer job satisfaction are highly
energizing the business channel growth which makes the study less energetic and make less
influencing target opportunity. Also, it is very less influencing which makes the system
inefficient. In every business customer satisfaction has become a staged goal and is a critical
aspect of the business that makes the system less widely effective. Customer satisfaction is the
most critical stated goal which highly energetic and makes the system less emerging. Customer
satisfaction also analysis the big opportunity that sarcastic less impressive goals and opportunity.
However, retail market is the most competitive market where togetherlly business compete with
each other. Besides, this business market makes the less energizing the demand of the product or
services (Kalam, 2015). Study also discussed that how customer loyalty program can helpful to
determine the business goals and opportunity and goals. Customer satisfaction can be described
to be the customer attitude in the purchasing of products or services of the company in
115

accordance with the gap between formed expectations and ultimate value of the degree.
Customer loyalty program generates the new chance for the marketers where they can come up
with the new customer strategies and also which represents the high differentiating business task.
Also, it requires the loyal customers more often notice additional benefits or qualities of certain
brands products. They know that when purchasing products or services. Together with goods and
services, loyal customers more often notice additional benefits or qualities of certain brands
products. Along with this it also helps to better understand the aim objectives and make the
things more clearly (Frynas and Mellahi, 2015). It is certainly offer the new high opportunity
which describes the new opportunity and goals that highly differentiating the new business
target. Loyal customers are less sensitive for negative information about goods, brands and
basically new emerging new target new opportunity and task. New business opportunity and new
goals and objectives that basically manage the opportunities. Customer loyalty program are the
highly rich program that enables to meet the customer satisfaction and leading opportunity task
to be the highest business target. Along with this, it also basically identified that it will be the
great efforts that can be put by the company to analyse the customer needs and wants and also
identified the business opportunity and task to the highest influencing manner. Different kinds of
customer satisfaction can be listed in the different ways it depends on the leading business
targets that eventually makes the less effective efforts. Long with this, it highly emerging and
leading business goals which successfully measure the great opportunity and goals. In other
words, it is highly opportunity and goals which successfully measure the opportunity and target
market position (Sebri, 2015). Also, in order to influence the business success and gaining the
profitability of the business it is highly required by the companies to put some extra efforts
towards the customer satisfaction all such information has presented the whole data in front of
the company performance. Also, it requires the new business goals and make the system more
energizing. Also it makes the systematic business task and make the effective opportunity and
task. Also, study presented the significance importance of the customer loyalty in present
competitive market which is more competitive in nature.
Customer loyalty program is the emerging business goals and targets that perform the
higher business activities. Customer Loyalty program is the higher business objectives which is
creative and form a effective learning things which require higher business task. Customer
loyalty program is just about offering discounts which is also very enthusiastic and following the
116

business task. Customer loyalty program also be the most competitive learning task that
eventually success the new emerging growth and also learn the high advantage learning
performance. Customer loyalty program is the following areas that makes the high advancing
learning opportunity and goals. The Primary objective of a loyalty program is to retain existing
customers and encourage repeat purchases. These days retail businesses are more often frequent
also might be creating the high advancing services. Many other multinational companies has
been spend the highest time with itself and maintaining the growth opportunity and task to be the
most competitive. Small and local retailers should also try to engage themselves towards the
customer loyalty programs which is most reliable and formalization. Also, however, such
business opportunity works more productive and leading the business task to make the better
understand the objectives and task (Arezki and et.al., 2018). This is primary rewards are in great
use in many countries. Besides that, Present study just briefly explained the purpose of the study
which is highly energized and very required to be the part of the study outcomes. Study also
explained the major concepts of business strategy. The whole study has been provided the new
sales reason and new opportunity work that enable to meet the organization objectives. Also, it
might be more energizing and new working task towards the great achievements. Customer
loyalty program is the best surprising thought and idea. Along with that, it might be more useful
and grateful thing to analyse the different objectives and task to be more generalize manner. The
study concluded the overall development criteria which more energizing and more creatively
presenting. In present competitive market customer loyalty programs are the game changer who
can change the way of performing the things by company. It has been proven by the research that
customer support services is the key success for the organization that enable to meet the business
objectives and also tried to be more specific and energizing business task. Most of the retailers
across the nation should have tried to invest or more focus on the customer loyalty program as
they transform their companies to face new technologies, customer behaviour and competitors.
Also, it require to make the systematic growth and results to approach the high management task
and also build up the systematic form of system approach (Kumbharjuvenkar, 2018). That
Disconnects leaves room for opportunity that breaks and automatically build the new business
opportunity. The reason behind this is it has been concluded by the primary research that how
exciting customer was towards the loyalty programs or which they also want from the retailers to
give such exciting offers and new deals. Morocco retailers should need to project research that
117

enable to meet the long term business market and also analyse the research requirements to meet
the buyers attraction. To build the competitive marker and performance enhancement is the most
required form of such things which clearly makes the leading business task. A good loyalty
program has always be based on the good experience which majorly affect the long term system
to energizing the goals and opportunities (Rosenthal, Bahl and Worm, 2017). Most importantly it
also faces high business growth that somehow makes the good environment for the company.
Many of the customers give their own point of view on such scenario which highly required for
the business task and also certainly makes the things accordingly also customers are very bias in
terms of choosing business opportunities. Creating customer loyalty by investing with integrity
and with consumers identity and with consumers in mind. Create loyalty by investing with
integrity and with consumer identity programs. Also it makes the proper result and task to be the
most competitive and dealing opportunities.
Also study has been found the that there are different kinds of factors and influence
customer service to provoke the best services and goals. Research also studied that how business
gain and opportunity will make the most creative thinker that realise the outcomes that shows
how much customer loyalty program is useful to the retailers and at what extend such activities
can provoke the business opportunity and task. In this context of telecom industry network
quality, customer support also it applies the and indirect the fact to explore systematic results and
task.
Research contributions developed the high contribution task to analyse the work out goals
and also manage the systematic work goals. In this research the relationship among quality,
customer service, customer experience, value and customer satisfaction. Which also tried the
business into the best possible way. This present study has been based on very significant topic
that enable to energizing and also it be very specific and improving the best services and task
that enables to find the new opportunities to work. Along with this, customer loyalty programs
also might given good outcomes and leverage more profit for the project outcomes. Along with
that, I also need to be more higher energizing task to be more very specific and opportunity
handling task (Rosenthal, Bahl and Worm, 2017). Research can be done based on mixed or multi
method of data collection to have quality data to provide an explanation for trend or attitude that
has been generated through questionnaire. Customer loyalty program is very important for the
companies in the recent market environment. It also helps to deliver the best following results to
118

deliver the best outcome results. The research van be done based on mixed or multi method of
data collection to have quality to provide an explanation for trend or attribute that has been given
by new source outcomes. Customer service is the most appreciating kind of thing that helps to
maintained the high range of services and attracts the high growth management. Applying the
best services and growth that enable to maximize the fast growing activities to enable the firm
growth opportunity (Steenkamp, 2017). Also, Relationship of customer loyalty with various
determinants makes the research complicated and very effective. This mini study with each
determinants at a time will very high energizing and opportunity goals that better attracts the
leading business opportunity to grow up the formulations and highly managing task. The mini
study with each determinant at a time will help to understand its influence on customers loyalty
in more detail and thus the aggregate of all mini research which can be helpful for the new
improvement and comprehensive customer loyalty model for retail sector.
Overall research findings indicates that customer value, customer trust, experience,
customer satisfaction all such target things has been somehow connected with the customer
loyalty. The huge factors hugely influence customer loyalty but these are not the only
determinants that influence customer loyalty. Also, I have been using the best services and goals
to gain the high advancement opportunity and target goals. So it is easy to understand the
relationship of customer loyalty with each of these determinants but is difficult to develop a
model based on the determinant of customer loyalty. It is highly influenced customer loyalty
which is more attractive and challenging business task. Besides that, also findings indicates that
how business required to be more energizing the thesis also focused on customer loyalty
programs to promote the business activities that their customers on continuous. Similarity, thesis
also focused on customer loyalty programs to promote the customer loyalty programs that also
very useful to encourage the buyers and more justified job to analyse the goals and opportunities.
So the company further explains the work in excellent manner. Moreover, customer satisfaction
is more highly energetic in terms of systematic goals and performance (Frynas and Mellahi,
2015). Even though the research could not develop a model of building customer loyalty it has
highlighted and explain the relationship among the most common factors that influence customer
loyalty. Overall, study emphasized the importance of customer loyalty which is now doubt very
essential in terms of development. Besides, it also be the most competitive business style that
leverage the business style and make the work more productive and influencing. As we know
119

customer loyalty is very essential to every businesses. Also, it approach to the international
clients that makes the the loyal customers are valuable to expand the business by sharing positive
and negative work experience. Besides that, it also make feels that it is highly energizing. The
business goals. The questionnaire method of research carried out during the thesis helped to
analyse and determine the importance of the customer value in terms of business goals. Present
dissertation has presented the in-depth knowledge and understanding on the topic which is
related to the high satisfaction results which grow up with new challenges and task to be more
energizing way. Majorly this happened around the atmosphere where company has been facing
huge competition around and they also very competitive in front of others. During the last
program effectiveness customer loyalty programs has been more encouraging and highly
differentiating in terms of managing the target. Customer loyalty program is very important and
necessary when it is required to be the more energizing business task to build up the new
formalization work. It has been indicated from the results that as per the view of customers
which of the attribute is highly productive for the customers at the time of purchasing. Loyalty
cards is the highly energizing and promoting. However, the customers has been clearly
mentioned and differentiating the long lasting performance and meeting the leading business
requirements. Also it has been clearly define that how business perfectly can happen within this
target market in order to analyse the market opportunity and growing the business opportunity
and task. Also it has been concluded that how business can promote this business culture more
energetic performance. However, the new business goals and promoting the business opportunity
and task.
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