Loyalty program attributes and their influence on retail customer satisfaction
Bridson, Kerrie, Hickman, Melissa and Evans, Jody 2005, Loyalty program attributes and their influence on retail customer satisfaction, in ANZMAC 2005 : Broadening the boundaries, conference proceedings, ANZMAC, Dunedin, N.Z., pp. 8-13.
(Some files may be inaccessible until you login with your Deakin Research Online credentials)
ANZMAC 2005 : Broadening the boundaries, conference proceedings
Australian and New Zealand Marketing Academy Conference
Place of publication
This paper empirically examines the extent to which loyalty program attributes explain variations in satisfaction with the retail offer. Two dimensions of loyalty program attributes are introduced including hard attributes and soft attributes. Store satisfaction is examined in terms of the elements of the retail offer. The results suggest that emphasis on hard and soft attributes enhance customer satisfaction with a retailers’ merchandise, trading format, customer service and customer communication. Additionally, hard attributes have a more significant influence than soft attributes on satisfaction with all elements of the retail offer excluding merchandise.
Reproduced with the kind permission of the copyright owner.
Unless expressly stated otherwise, the copyright for items in Deakin Research Online is owned by the author, with all rights reserved.
Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO.
If you believe that your rights have been infringed by this repository, please contact email@example.com.