Loyalty rewards program and membership holders’ satisfaction
Chau, Chieu Phuc (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019052913144
https://urn.fi/URN:NBN:fi:amk-2019052913144
Tiivistelmä
The objective of the thesis is to analyze different aspects of customer loyalty programs and membership systems, and to measure the bonds between the membership benefits and customers’ satisfaction. Therefore, the impact of the membership system towards the customers’ emotion and loyalty status is being researched.
Theoretical documents were studied by using both quantitative and qualitative methods. The information and data collected to build the study are mainly from loyalty program books, hospitality and customers’ emotion articles, and conducted online-survey.
The results of the survey will assist in measuring the consumers’ behaviors as well as the attitude of the segmentation towards enterprise’s membership plans and loyalty programs. This helps the author give the initial conclusions to create a preliminary pattern for a good membership program.
The results of the report indicate basically a preliminary pattern of establishing a customer loyalty reward program as well as provide useful theoretical and practical examinations about different emotional impacts that influence the customer purchase behaviors and loyalty. Moreover, at the end of the report, there are different perspectives and opinions about effectiveness, preferences, advantages, disadvantages of customer loyalty reward programs and membership systems given by the members.
Theoretical documents were studied by using both quantitative and qualitative methods. The information and data collected to build the study are mainly from loyalty program books, hospitality and customers’ emotion articles, and conducted online-survey.
The results of the survey will assist in measuring the consumers’ behaviors as well as the attitude of the segmentation towards enterprise’s membership plans and loyalty programs. This helps the author give the initial conclusions to create a preliminary pattern for a good membership program.
The results of the report indicate basically a preliminary pattern of establishing a customer loyalty reward program as well as provide useful theoretical and practical examinations about different emotional impacts that influence the customer purchase behaviors and loyalty. Moreover, at the end of the report, there are different perspectives and opinions about effectiveness, preferences, advantages, disadvantages of customer loyalty reward programs and membership systems given by the members.