Browsing by Subject "loyal customer"

Sort by: Order: Results:

Now showing items 1-1 of 1
  • Marttinen, Mikko (Helsingfors universitet, 2010)
    Purpose and aim of loyalty programs are to commit and bind customers and increase shopping amounts and times and create loyalty. Loyalty programs aim to achieve this by producing benefits to its members. Using multiple measures such as advertisement, producing benefits and offering discounts and introducing systems to encourage commitment achieve influencing attitudes and commitment towards loyalty programs. Aim of this thesis was to find out from consumers perspective what do customers think of loyalty programs. What types of attitudes do consumer programs show and does loyalty programs work in consumer’s minds. Does loyalty programs affect to consumers commitment and do they drive to concentrating in to specific companies. Consumers belong to multiple loyalty programs and from many of the programs there has been studies made on how they work from the companies’ perspective. Purpose of this thesis was to find out the consumers view on being a loyal customer and from loyalty programs. The research method of this thesis was quantitative. During summer 2008 through internet survey over 800 responses were collected. Survey was published on the consumer agency web pages and a link to the survey was published also in the Helsingin sanomat newspaper during August. Most of the respondents were from south Finland and from Uudenmaan district. Majority of respondents were women and most common age among respondent were between 26 to 35. Respondents belonged to multiple loyalty programs and in general the respondents liked loyalty programs. Centralising and commitment was slightly seen but in general also commonly lower price level companies were preferred. According to respondents the companies behind loyalty programs benefit more from the programs then the consumers. Never the less majority of the respondent felt that loyalty programs gave positive experiences and vast majority felt that they received benefits on monthly bases from the loyalty programs. Respondents felt in many cases that there are already too many loyalty programs offered toward consumers and those are not commonly compared with other loyalty programs. Based on this most often consumers are part of the most common programs existing but there is no apparent reason behind this other then their commonness. Joining to loyalty programs was met with carefulness and majority of respondents does not actively recommend loyalty programs to others.