A Framework for Improving Customer Loyalty at Retailers in Jeddah City: A Case Study
- 1 Industrial Engineering Department, Faculty of Engineering, King Abdulaziz University, Jeddah, KSA
Abstract
Customers are an integral part of any business; therefore, organizations have to build their customer loyalty in order to achieve long-term profitability. Supermarkets, in their efforts to achieve customer satisfaction, try to be more creative and engaged with their customers in order to get their loyalty. This study aims to explore the relationship between customer satisfaction and customer loyalty in supermarket retailers in Jeddah city, Saudi Arabia. In addition, factors affecting customer loyalty and customer loyalty programs are analyzed by conducting an empirical study. The results show the factors that encourage customer loyalty to a specific supermarket are the location of the supermarket, price, variety of products, promotion activities and membership, respectively.
- Danube Co. (n.d.). http://www.danubeco.com/app
- Gandhi, R. K., Gobiraj, V., & Nimalathasan, B. (2010). Determinants of Customer Loyalty in Leading Retail Supermarkets in United Kingdom: An Exploratory Study. SRM Management Digest, 8, 95-106.
- Gobiraj, V., & Nimalathasan, B. (2011). Customer Satisfaction and Customer Loyalty: A Case Study of Retail Super Markets in United Kingdom (UK). In The International Conference on Leading beyond the Horizon: Engaging Future. Sri Sai Ram Institute of Management Studies.
- Ho, R. (2009). An Approach to Develop Effective Customer Loyalty Programs the VIP Program at T&T Supermarkets Inc. Managing Service Quality: An International Journal, 19, 702-720. https://doi.org/10.1108/09604520911005080
- Khan, M. T. (2013). Customers Loyalty: Concept & Definition (A Review). International Journal of Information, Business and Management, 5, 168-191.
- Kotler, P. (2003). Marketing Insights from A to Z: 80 Concepts Every Manager Needs to Know. John Wiley & Sons.
- Long, C. S., & Khalafinezhad, R. (2012). Customer Satisfaction and Loyalty: A Literature Review in the Perspective of Customer Relationship Management. Journal of Applied Business and Finance Researches, 1, 6-13. https://doi.org/10.11113/jt.v64.2237
- Moisescu, O. (2014). Assessing Customer Loyalty.
- Nikhashemia, S., Paimb, L., Osmanc, S., & Sidind, S. (2015). The Significant Role of Customer Brand Identification towards Brand Loyalty Development. An Empirical Study among Malaysian Hypermarkets Customer. Procedia—Social and Behavioral Sciences, 207, 182-188. https://doi.org/10.1016/j.sbspro.2015.10.086
- Panda. (n.d.). http://beta.panda.com.sa/stores/jeddah
- Ranade, K. (2012). Loyalty Research Centre. Retrieved from Insight/Customer Loyalty—What Is It? And How Can You Measure It?
- Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, 81, 46-55.
- Salegna, G. J., & Goodwin, S. A. (2005). Consumer Loyalty to Service Providers: An Integrated Conceptual Model. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 18, 51.
- Terblanche, N. (2011). The Mediating Role of Customer Satisfaction and Loyalty in Predicting the Word-of-Mouth of Supermarket Customers. Management Dynamics, 20, 23-37.