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Loyalty program attributes and their influence on retail customer satisfaction

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conference contribution
posted on 2005-01-01, 00:00 authored by Kerrie BridsonKerrie Bridson, M Hickman, J Evans
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.

History

Pagination

8 - 13

Location

Fremantle, Western Australia

Open access

  • Yes

Start date

2005-12-05

End date

2005-12-07

Language

eng

Notes

Reproduced with the kind permission of the copyright owner.

Publication classification

E1 Full written paper - refereed

Copyright notice

2005, ANZMAC

Editor/Contributor(s)

S Purchase

Title of proceedings

ANZMAC 2005 : Broadening the boundaries, conference proceedings

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