Professional Documents
Culture Documents
Author:
Loriane
GenreGrandpierre
Tutor: Mosad Zineldin
Examiner: Anders Pehrsson
Date: 2015-05-29
Subject: Thesis, Advanced level
Level: Master thesis
Course code: 5FE00E
ABSTRACT
Title:
Keywords:
Background: Nowadays with the very competitive business environment, it is essential for
companies to gain loyal customers. Loyalty programs are one of the tools at the
disposition of companies to attract and retain their customers. The relationship
between customer loyalty and some socio-demographics factors have been a
subject of researches but the specific relationship between socio-demographics
factors and customer loyalty programs has not been studied yet. This study is
going to try to fulfil this gap.
Purpose:
Research questions:
1. Which socio-demographic factors are influencing customers expectations of their
loyalty programs?
2. Which socio-demographic factors are influencing program loyalty and company
loyalty?
Table of contents
1
INTRODUCTION
...........................................................................................................................................
1
1.1
BACKGROUND
...........................................................................................................................................
1
1.2
PROBLEM
FORMULATION
.....................................................................................................................
2
1.3
RESEARCH
GAP
AND
PURPOSE
............................................................................................................
3
1.4
REPORT
STRUCTURE
..............................................................................................................................
4
2
THEORETICAL
FRAMEWORK
..................................................................................................................
5
2.1
CUSTOMER
LOYALTY
PROGRAMS
......................................................................................................
5
2.2
PERCEIVED
BENEFITS
............................................................................................................................
6
2.2.1
UTILITARIAN
BENEFITS
.......................................................................................................................................
6
2.2.2
HEDONIST
BENEFITS
.............................................................................................................................................
6
2.2.3
SYMBOLIC
BENEFITS
..............................................................................................................................................
7
2.3
CUSTOMER
LOYALTY
..............................................................................................................................
8
2.3.1
CUSTOMER
LOYALTY
AND
SATISFACTION
..................................................................................................
8
2.3.2
LOYALTY
TO
THE
PROGRAM
...............................................................................................................................
9
2.3.3
LOYALTY
TO
THE
COMPANY
...............................................................................................................................
9
2.4
SOCIO-DEMOGRAPHIC
FACTORS
.....................................................................................................
10
2.4.1
GENDER
.....................................................................................................................................................................
10
2.4.2
AGE
..............................................................................................................................................................................
10
2.4.3
EDUCATION
.............................................................................................................................................................
11
2.4.4
INCOMES
...................................................................................................................................................................
11
2.4.5
MARITAL
AND
PROFESSIONAL
STATUS
.....................................................................................................
11
2.5
CONCEPTUAL
FRAMEWORK
..............................................................................................................
12
3
METHODOLOGY
........................................................................................................................................
14
3.1
RESEARCH
APPROACH
........................................................................................................................
14
3.1.1
INDUCTIVE
VS.
DEDUCTIVE
RESEARCH
.....................................................................................................
14
3.1.2
QUALITATIVE
VS.
QUANTITATIVE
RESEARCH
........................................................................................
15
3.2
RESEARCH
DESIGN
...............................................................................................................................
16
3.3
DATA
SOURCES
......................................................................................................................................
17
3.4
RESEARCH
STRATEGY
.........................................................................................................................
17
3.5
DATA
COLLECTION
METHOD
............................................................................................................
19
3.6
OPERATIONALIZATION
......................................................................................................................
19
3.6.1
OPERATIONALIZATION
TABLE
......................................................................................................................
20
3.7
SAMPLING
................................................................................................................................................
21
3.8
SAMPLING
FRAME
.................................................................................................................................
22
3.9
QESTIONNAIRE
DESIGN
......................................................................................................................
22
3.10
DATA
ANALYSIS
METHOD
...............................................................................................................
23
3.10.1
PEARSONS
CORRELATION
............................................................................................................................
23
3.10.2
ANOVA
ANALYSIS
...............................................................................................................................................
24
3.11
QUALITY
CRITERIA
............................................................................................................................
24
3.11.1
RELIABILITY
.........................................................................................................................................................
24
3.11.2
VALIDITY
................................................................................................................................................................
25
3.12
SUMMARY
.............................................................................................................................................
26
4
EMPIRICAL
FINDINGS
.............................................................................................................................
27
4.1
PEARSONS
CORRELATION
................................................................................................................
27
4.2
PRESENTATION
OF
THE
RESULTS
H1
.............................................................................................
28
4.2.1
GENDER
.....................................................................................................................................................................
28
4.2.2
AGE
..............................................................................................................................................................................
28
1 INTRODUCTION
1.1 BACKGROUND
Nowadays, a very competitive business environment is occurring (Bose and Rao, 2011). It can be
difficult for a customer to appreciate the distinction between different companies products or
services (Ibid.). In this context, it is challenging for companies to gain loyal customers, as it is
nearly always possible for them to choose an alternative for the same product (Ibid.). According to
McIlroy and Barnett (2000, p. 348) loyalty can be described as customers commitment to do
business with a particular organization, purchasing their goods and services repeatedly, and
recommending the services and products to friends and associates. Loyal customers are better
customers for companies as they tend to spend more regularly and more money than the other
customers (Selin et al.,1988). Moreover, if customers are satisfied and loyal to a brand they could
also generate new customers though a positive word of mouth (O Brien and Jones, 1995). The
financial cost for a company is also a motive, as it has been estimated that attracting a new
customer is three to five times more costly than retaining an existing customer (Jang and Mattila,
2005, p. 402).
Loyalty programs are significant tool of firms Customer Relationship Management (also CRM)
strategies to retain customers (Liu, 2007). Their aim is to attract new customers, retain existing ones
by rewarding their purchases with the aim of increasing their spending and their loyalty to the brand
or to the company (Ibid). Demoulin and Zidda (2009) are showing that firms are using loyalty
programs for three reasons: retain their customers, make them more loyal and gather as many
information as possible on their customers shopping attitude. Dowling and Uncles (1997) are
listing more reasons to explain why firms are creating and using loyalty programs: to protect sales,
margins and profit; strengthen loyalty and increase the value for the existing customer; stimulate
existing customers cross-product sale; use them as a tool for differentiate themselves compared to
competitors; make the entry of a new brand more difficult; and to finish make the introduction of a
comparable loyalty program more difficult. Loyalty programs have extended during the last decades
and are really popular especially in the retail industry (Berman, 2006). Around 90% of consumers
in UK, United States and Canada are involved at least in one loyalty program (Ibid). Because of the
omnipresence of customer loyalty programs, several researches have been done to measure the
effectiveness of them or the benefits for companies (Bolton et al., 2000). Those programs had
become more and more complex because of CRM systems and they now give access to customers
private information like purchase tracking or preferences (Injazz and Popovich, 2003).
The expansion of loyalty programs has led to changes in the loyalty of customers: according to Yi
and Jeon (2003) there are now two different kind of loyalty: program loyalty and brand loyalty.
Similarly, others researchers such as Evanschitzky et al. (2011) differentiate loyalty to the program
itself and the loyalty to the company. The first kind of loyalty can be defined as a high relative
attitude leaning toward the loyalty program (Yi and Jeon, 2003, p. 232). On the other hand,
Sirdeshmukh, Singh, and Sabol (2002) are giving the following definition for company loyalty:
intention to perform a diverse set of behaviours that signal a motivation to maintain a relationship
with the focal firm. The relationship between customer loyalty and some socio-demographics
factors have been a subject of researches. Women tend to regard highly a long-term relationship
with a brand and as consequences are expected as more loyal compared to men (Patterson, 2007).
Ndubisi (2007) has explored the question of the difference between ages towards customer loyalty
and has found that there is one. Complementarily, Patterson (2007) is arguing that loyalty is more
common upon senior person than young people. Some researchers have found that both genders are
joining loyalty programs but the distinction between them is when it comes to loyalty and their
shopping behaviours (Kuruvilla, Joshi and Shah, 2009). Nevertheless, the specific relationship
between socio-demographics factors and customer loyalty programs has not been studied yet. For
this study, gender, age, education, professional status, marital status and incomes are going to be
studied in the specific area of customer loyalty programs.
savings, exploration, entertainment, recognition, and social benefits (Ibid.). Several other researches
have followed to enhance or apply this scale to different sector or cultures (Kim and al, 2013; Bose
and Rao, 2011; Wel and al., 2011). This scale is going to be used in this study to understand the
expectations of customers about their loyalty programs, the benefits they received from them and
the loyalty that implies from it.
Customer loyalty and customer loyalty programs have been a large source of interests for
researchers. As seen before, some researches about the impact of gender and age on customer
loyalty have been done already (Ndubisi, 2006; Kuruvilla, Joshi and Shah, 2009; Patterson, 2007).
In his study Ndubisi (2006) is arguing that for futures researches on the subject of customer loyalty
it would be good to consider more demographic factors other than gender. McGoldrick and Andre
(1997) also have the same opinion on the fact that it is important to look at demographic factors
when studying customer loyalty. Moreover, the focus of those studies was on customer loyalty and
there are only few researches about the impact of demographic factors in the specific subject of
customer loyalty programs. It is important to differ people according to socio-demographic factors
when looking at their membership to a loyalty program. In fact, it will not mean the same according
to those differences and the expectation they have on it could differ according to the situation they
are in (OMalley, 1998).
This research is going to try to intend to fulfil this gap. The following demographic factors are
going to be used to evaluate their influence on customers expectations and perceptions of loyalty
programs benefits: gender, age, education, level of income, marital and professional situation. Thus
the purpose of the thesis is to investigate how socio-demographic factors can influence the
perception of loyalty programs as well as their loyalty. To reach this purpose, the thesis answers the
following question: How socio-demographic factors are influencing customer loyalty programs?
The research question is separated into this two following sub-questions:
1. Which socio-demographic factors are influencing customers expectations of their
loyalty programs?
2. Which socio-demographic factors are influencing customers loyalty?
The objective of the study is to present an empirical knowledge on how customers value their
loyalty programs according to their identity and background and consequently display if the loyalty
programs are in accordance with those results.
2 THEORETICAL FRAMEWORK
In this chapter the concepts used in this study are going to be presented. First there is an
introductory part about loyalty programs, followed by a review of their perceived benefits and to
finish, customer loyalty is going to be broached.
1996). Nevertheless, Liu and Yang (2009) are showing with their study of airline industry that
successful loyalty programs, in a very competitive market, tend to be those from high market share
firms. In fact, they are going to be the only one to be able to increase their sales thanks to loyalty
programs because of their strong customer base and products (Bose and Rao, 2011).
Monetary savings seem to be the most important motivation for consumers to join a loyalty
program (Peterson, 1995). To start a relationship, customers need to perceive that the firm is going
to offer them more value with a lower price (Parvatiyar and Sheth, 1995). Monetary saving can be
cash-back offer or coupon that customers can accumulate by buying regularly with the same firm
(Minouni-Chaabane and Volle, 2010).
have a positive impact on customer loyalty (Arnold and Reynolds, 2003, Babin and Attaway, 2000,
Babin et al., 1994, Jones et al., 2006 and McQuail et al., 1972). They can be divided into two
dimensions: exploration and entertainment (Minouni-Chaabane and Volle, 2010).
2.2.2.1 EXPLORATION
Exploratory behaviours are the fact for consumers to desire to experience new or innovative
products or services, to challenge their curiosity by changing their purchase habits, seeking new
information about products or promotional offers and so forth (Arnold and Reynolds,
2003 and Baumgartner and Steenkamp, 1996). Consumer magazines or direct mail can be tools for
customers exploration (Minouni-Chaabane and Volle, 2010).
2.2.2.2 ENTERTAINMENT
Loyalty programs can allow customers to collect and redeeming points, which is entertaining for
them (Johnson, 1999). Entertainment can also be because of the possibility of enjoying experiences
or activities that would not have been possible if they did not had join the program (MinouniChaabane and Volle, 2010). In fact, most of loyalty programs are offering attractive and enjoyable
incentives to provide joy and make customer see loyalty program as an end in itself (Ibid.).
2.2.3.1 RECOGNITION
Csikszentmmihalyi (2000) is pointing out that member of loyalty programs are consequently
experiencing recognition benefits. Recognition can be defined as the customers feeling about their
retailer treating them better than non-members (Beatty et al., 1996 and Gwinner et al., 1998). It can
be perceived by special status, feeling distinguished and special treatments (Minouni-Chaabane and
Volle, 2010)
2.2.3.2 SOCIAL BENEFITS
Social benefits can be defined as the feeling of being part of an exclusive group that share common
values about the brand (Muniz and O'Guinn, 2001). Customers see themselves as privileged
customers and identify themselves with this specific group (Ibid.)
Generally the evaluation of satisfaction is happening by comparing the expectation of customers
before buying the item and the performances of the item perceived after the purchase (Bearden and
Teel, 1983; Oliver, 1980; Westbrook, 1980). Satisfaction is as consequence a result of the
evaluation of the perceived performance of the item, it could be confirmed or not (Danaher and
Haddrell, 1996).
The most accepted view is that satisfaction has a positive impact on loyalty (Sivadas and BakerPrewitt, 2000; Abdullah and al., 2012). Nevertheless, it is important to see that there is more than
just this relation between the two concepts as even satisfied customers could be unfaithful to a
brand. Reichhelds (1996) research has concluded that 65% to 85% of the disloyal customers were
actually satisfied or very satisfied. In the same way, Chandrashekaran and al. (2007) are studying
the results obtained by the U.S. Office of Consumer Affairs (Technical Assistance Research
Program, 1986) and pointed out that only 54% of household who have faced services problems
were satisfied by the resolution of those problems but they would not remain. Moreover, another
study has shown that only 25% of the variance in repeated purchase is explained by satisfaction
(Henard and Szymanski, 2001).
they are going to interact more with it (Bolton et al., 2000) and then customers tend to be less
receptive to negative and external information about this company and as a consequence are going
to be more loyal to the company (Ibid.)
2.4.2 AGE
According to different authors, age has a moderating effect on customer satisfaction and loyalty
(Baumann, Burton, and Elliott 2005; Homburg and Giering 2001). Those authors found that older
customers are more loyal to a specific brand in the industry of automobile and banking (Ibid.).
However, those results can be tempered by the large-scale study from the American Association of
Retired Persons, which have found that older consumers have the same proportion to switch from a
10
brand to another compare to young people (Moos 2004). Moreover, older consumers have more
free time and so more time to spend on shopping and as consequences are more able to shop at
numerous stores (East et al. 1995; East et al. 2000). The middle-age group has been found to be the
group the more loyal. Wright and Sparks (1999) has shown that the 35-44 age group are the most
loyal which has been supported by McGoldrick and Andre (1997) who are demonstrating that loyal
shopper have more chance to be from the middle-age group.
2.4.3 EDUCATION
Research on the subject tends to show that a higher level of education leads to lower level of loyalty
among customers (Chance and French 1972; Mittal and Kamakura 2001; Murphy 1978). In fact,
people with higher level of education tend to gather more information and usage before making a
decision and as a consequence are more aware of the possible alternatives (Capon and Burke 1980).
Moreover, it has been shown that people with higher level of education tend to gain higher income
(Farley, 1964) and, as it is going to be exposed below, higher income levels tend to be less loyal
customers.
2.4.4 INCOMES
A lot of research have demonstrated that income have a negative impact on customer loyalty (Crask
and Reynolds, 1978; Korgaonkar, Lund, and Price, 1985; Zeithaml 1985). The reason is that
consumers with higher income have fewer shopping restriction and so are considered to be less
loyal to a specific brand compare to those with lower income (Sharir 1974; Zeithaml 1985).
Nevertheless, those findings are not unanimous. In the sector of online services Keaveney and
Parthasarathy (2001) found that consumers that were switching of brand have a lower average
income levels than the one that are loyal.
11
12
Sociodemographic
factors
Gender
Age
Education
Professional
situation
Marital status
Income
Customers expectation on
benefits in a program
Customers perceived
benefits in a program
Monetary savings
Exploration
Recognition
Social
Monetary savings
Exploration
Recognition
Social
H1
Satisfaction
Customer loyalty
H2
13
3 METHODOLOGY
This chapter includes an explanation of how the study was conducted in order to solve the research
problem.
14
beginning of it but it is based on learning from experience, resemblances or premises (Lancaster,
2005; Lodico and al, 2010).
According to Bryman and Bell (2011), the deductive approach is more logical than the inductive
one. Moreover, most of the time deductive researches are connected to quantitative data collection
whereas inductive researches are connected to qualitative data collection (Ibid.)
This research is going to be conducted as a deductive approach because the author started to gain
information on the specific subjects of customer loyalty, customer loyalty programs and sociodemographic factors in the existing theory; which are concepts that have been already research a
lot. The information collected constitutes the literature review of this study. Two hypothesises have
been formulated and will be accepted or rejected at the end of the research. The result of this study
is going to fulfil the existing gap of the specific relationship between customer loyalty program and
the influence of socio-demographic factors on it.
15
demographic factors on the relationship between customer loyalty programs and customer loyalty.
As consequences, this study is going to have a quantitative approach because the author needs to
collect data from a large number of customers from different background to have quantifiable
numbers and then be able to base the study on those numbers that are not available yet.
happened and authors want to research the reasons why (Churchill and Iacobucci, 2005).
A descriptive study is about presenting the proper profile of persons, event or specific situations
(Robson, 2011). Moreover, it helps answering the questions to who, what, when where and why
someone act in a certain way. (Churchill and Iacobucci, 2005). A descriptive research needs to be
based on previous researches and be analytic (Grnmo and Winqvist, 2006). Most of the time,
surveys are used in descriptive research (Burns, 2003).
The last kind of path is the exploratory research, which is when authors are focused on a unique
problem or situation and the aim is to demonstrate a causal relationship between variables (Saunders,
Lewis and Thornhill, 2009).
The purpose of this study is to describe in which way the demographic factors are influencing, or not,
the expectations of customers on their loyalty programs and their loyalty. Moreover, the purpose of the
study is to see if it possible to se if there is some resemblance among category of customers. As
consequence, this study is going to have a descriptive research design. To measure impact it is possible
to use frequencies in order to see how many time a particular thing occurs (Churchill and Iacobucci,
2005) and that is what the author is going to perform in this study to see if there is an influence of
demographic factors on customer loyalty programs and on customer loyalty. Concepts of customer
loyalty and customer loyalty programs are already well researched and are going to be the
foundation for this research.
16
There are two types of data sources that can be gathered for a research. The differentiation between
them is based on who is collecting the data.
Primary data are collected by the researchers themselves in the aim of responding to a specific
question. This kind of data is time consuming and expensive. Secondary data are collected by
someone else for a purpose but the researcher is going to use them for another purpose or as a
starting point of his/her study. Secondary data are classified into internal and external sources.
Internal sources are when the data are gathered inside a company for example whereas external
sources are collected from outside sources such as Internet or statistics. It is easier and less
expensive to collect secondary data but as they are not collected for the own purpose of the
researcher, it might not fit completely the study or been obsolete. (Bryman and Bell, 2011)
Secondary data such as information about customer loyalty and customer loyalty programs have
been collected as a starting point to this study. Nevertheless, the main source of data is primary
data, gathered by the author, to solve this research problem.
No research strategy is better than the other (Bryman and Bell, 2011), but it is important to make
the good choice about the strategy used as it is the essence of the research and will answer the
problematic of the research (Saunders, Lewis and Thornhill, 2009).
According to Yin (2009), there are five types of strategies that can be seen in the table 1:
Experiment, Survey, Archival analysis, History and Case study. The choice between the different
strategies is made according to what the authors are looking for (Ibid.). The second column of the
table 1 shows the question possible that could be researched. The third column is about whether or
not the strategy request control over behavioural events and to finish the last column presents the
strategy focus on contemporary events (Ibid.).
17
Table 1. Research strategy adopted from Yin (2009) p. 8
Archival analysis and history are often used to gather secondary data (Saunders, Lewis and
Thornhill, 2009). As consequence, they were not interesting for this study as this one involves
primary data. Most of the time experiment is linked to qualitative researches and its aim is to
explore the link and the potential change between different variables (Bryman and Bell, 2011). This
researchs aim is to examine the loyalty programs at the moment present and then not to do a
comparison over different situations, as consequence this possibility was excluded.
The two choices left are case study and survey. Yin (2014) is explaining that a case study is preferred
when: (1) the main research question is focusing on how and why, (2) the author has few or no control
over behavioural events and (3) the focus of the study is contemporary. Case studies are often focusing
on just two or three cases for comparatives purposes and it is hard to generalize those studies to an
entire sector for example (Bryman and Bell, 2011). Because of the purpose of this study, which is to
examine the whole sector of retail industry and their loyalty programs and not just to gather some
information about few companies, the case study research has also been excluded.
Surveys are used when the objective is to present the data with numbers and statistics (Bryman and Bell,
2011). Moreover, it does not require control over behavioural events and focus on contemporary events
(Yin, 2009). This description match well the intention for this study
18
3.6 OPERATIONALIZATION
Operationalization is the process of transforming theory into reality, meaning that the theory
concepts are going to be transformed into measurable concepts (Saunders, Lewis and Thornhill,
2009; Bryman and Bell, 2011). Operationalization is required to be sure that the data collection is done
in a rigorous way (Ibid.) and so ensure the credibility in the outcome of the research (Hartman, 2004).
Hartman (2004) thinks that operationalization should focus on: validity, reliability, usability and
clarity. There are several steps that need to be followed to conduct the operationalization. First, get
the theoretical insights of the concept used in the study (Holme and Krohn, 1997; Hartman, 2004;
Bryman and Bell, 2011) secondly create a conceptual definition of them with the help of previous
research (Hartman, 2004; Bryman and Bell, 2011). The third step is to do an operational definition
(Ibid.), then do an inventory of the potential variables (Holme and Krohn, 1997; Bryman and Bell,
2011), a pre-test is going to be done then and only the accurate variables are going to persist and the
final test is to create the instrument for the collection of data (Bryman and Bell, 2011).
19
Concepts used for this study in the literature review are going to be inserted in the
operationalization table (Table 2, pp.20). Those concepts have been transformed into measures,
which have been explored before by authors in the field of customer loyalty programs and customer
loyalty (Liu, 2007; Minouni-Chaabane and Volle, 2010; Day, 1984; McIlroy and Barnett, 2000)
Concept definition
Operational definition
Questions
Customer loyalty
programs
I spend less
I save money
Collecting points is
entertaining
Redeeming points is enjoyable
When I redeem my points, I
feel good at myself
20
getting to drive a Jaguar for a
day or attending an opera.
(Minouni-Chaabane and
Volle, 2010)
Expectation Perceived benefits
Recognition
Loyalty to the
program
Loyalty to the
company
Consumers consequently
may experience recognition
benefits; they may feel like
the firm and frontline
personnel treat them better
than they would treat nonmembers of the program
(Minouni-Chaabane and
Volle, 2010)
Perceptions of membership
encourage customercompany identification
formation. Customers who
are loyal to a program tend to
develop more embedded
relationships with the
sponsoring company. (Kang
and al., 2015).
3.7 SAMPLING
It is often not realizable to examine a whole population because of time and money; that is why
samples are useful to fix that issue and is used to represent the population (Holme and Solvang,
21
1997). To define a sampling there are three steps to follow. The first one is to determine the
population that need to be studied, the second one is to define the sampling frame and the last one is
to choose the sample size (Bryman and Bell, 2011). The sample size means to determine how much
people have to answer the questionnaire to reach reliability for the answers (Churchill and
Iacobucci, 2005).
and that is why it is more convenient to use questions or items from already
existing questionnaires or researches. As consequences, items and questions that are relevant for the
purpose of the study should be selected (Burns, 2003).
22
To be able to create a good questionnaire there are things to remember. First, it is important to not
finishing the questionnaire with important questions. Secondly, it is good to numerate the questions
to be more easily followed by the reader (Bryman and Bell, 2011; Burns, 2003). The questionnaire
also needs to be the clearer possible and be lightened (Burns, 2003). For the formulation of the
question, it is important to remember to always keep the question as simple as possible (Ibid.)
Moreover, authors need to decide what kind of question they are going to use. Closed questions,
open-ended questions or scales questions are the choices authors can have to construct their
questionnaires. Closed questions have fixed answer with two or more options, for example yes or
no. The advantage of them is that it is easy to code them for statistical analysis but their weakness is
the superficiality of the answer. Open-ended questions are questions where interviewees are invited
to answer the question with their own words and so give more information than the closed
questions. Open-ended questions are not possible to predict and it is difficult to code them. Scales
questions are forcing respondents to reply to pick one of the alternatives possible on a fixed-scale.
The most important thing to considerate when creating a scale question is to have alternatives that
express the interviewees opinion; answers need to be balanced between a mid-point, for example
neutral, and then the rest of the alternatives, strongly disagree/disagree/agree/strongly agree for
example. (Burns, 2003)
This survey is composed of twelve questions; which are closed questions and scales questions. The
questionnaire is starting with a qualification question about their membership to a loyalty program.
This question is asked to only focus on the people who are part of the sample of this study which
are members of loyalty programs. The author used an online and a paper version of the
questionnaire to be able to reach different group of ages and to send the questionnaire to other
countries.
23
24
N of Items
,927
47
As seen in Figure 3, Cronbachs alpha for this study was 0.927 which shows a high reliability.
Moreover, this study has a total of 271 valid answers (over 344 answers in total) with a good
distributing over the different demographic group (see Appendix B, p57), which enhance the
validity of this study.
3.11.2 VALIDITY
Validity is when the conclusions of the study are making sense compared to the aim intended at the
beginning of the research. (Bryman and Bell, 2007).
It is possible to raise the content validity by asking someone who have some expertise and
knowledge about the subject which is researching about. The aim is to review the questionnaire
before gathering the data. This is why the questionnaire has been reviewed by an expert in
quantitative research at Linnaeus University. Moreover, the questionnaire has been reviewed during
a focus group to be able to improve the quality of the questionnaire.
Authors have to deduce the information they are using in their studies from actual concept research
by other authors in able to be valid (Bryman and Bell, 2011). Those information need to be relevant
for the subject researched. One way to be able to raise the validity is to operationalize the concepts
(Gray, 2009) In this study, the concepts have been operationalized in the table 2.
External validity is occurring when the study and the results can be generalized and it is possible to
do the research again in another context or tested on another group of the population (Ritchie &
Lewis, 2003; Phillipson, 2013). The operationalization table (p. 21) and the Appendix A (p. 54)
have been displayed to help future researchers to research again this speficic topic in another
context.
25
3.12 SUMMARY
Table 3. Summary table (Authors elaboration)
Research approach
Deductive Quantitative
Research design
Descriptive
Data sources
Primary
Research strategy
Survey
Questionnaire
Correlation
Anova
Quality criteria
Validity
Reliability
26
4 EMPIRICAL FINDINGS
4.1 PEARSONS CORRELATION
Table 4. Pearsons correlation
Variables
Gender
Age
Education
Marital status
Professional
status
Incomes
- 0.15*
- 0.11
- 0.06
0.05
0.12
- 0.14*
- 0.11
0.03
0.26**
0.27**
0.31**
0.13*
0.19**
0.06
0.03
- 0.20**
0.03
- 0.07
- 0.13*
- 0.06
- 0.07
0.06
0.12*
- 0.02
0.02
0.18**
0.17**
0.24**
0.10
- 0.13*
- 0.17**
- 0.29**
- 0.13*
- 0.09
- 0.09
0.05
0.17**
0.28**
0.32**
0.08
0.03
- 0.08
It is possible to see that there are some statistically significant correlations between some variable
of the table. Expectation on exploration is the variables that have the more of statistically significant
correlations. The correlations are significant for age, education, marital status, professional status
and incomes.
For monetary savings, gender has a small negative correlation (-0.15). For exploration, age, marital
status and incomes have positive small positive correlations (0.26; 0.12; 0.17) and education and
professional status have negative small correlations (-0.20; 0.13). For entertainment, age and
incomes have small positive correlations (0.27; 0.28) and professional status have a small negative
correlation (-0.17). For recognition, age and incomes have medium positive correlations (0.31;
0.32) and professional status have a small negative correlation (-0.29). For social, age and marital
status have small positive correlations (0.13; 0.18) and education and professional status have small
negative correlations (-0.13 for both). For loyalty to the program, age and marital status have small
positive correlations (0.19; 0.17) and gender has a small positive correlation. For loyalty to the
company, marital status has a positive small positive correlation (0.24).
Those findings are going to be used afterwards to strengthen or not the results of ANOVA.
27
Respondents
(n=271)
Mean
4.16
2.93
3.10
3.08
2.52
S.D.
1.090
1.313
1.38
1.34
1.32
Min
Max
Anova
F
1
1
1
1
1
5
5
5
5
5
5.996
3.326
.947
.727
3.809
Sig
.015
.069
.331
.395
.052
Mean
(n=150)
4.31
3.06
3.17
3.02
2.38
Female Mean
(n=121)
3.98
2.77
3.01
3.16
2.69
Male Anova
F
5.996*
3.326
.947
.727
3.809
There was a statistically significant difference between groups as determined by one-way ANOVA
only for monetary saving = (F(1,269) = 5.996, p = .015). A LSD post-hoc test could not been run
because there is only two categories of gender.
4.2.2 AGE
Table 7. ANOVA H1 Age
Age
1. Monetary savings
2. Exploration
3. Entertainment
4. Recognition
5. Social
Respondents
(n=271)
Mean
4.16
2.93
3.10
3.08
2.52
S.D.
1.090
1.313
1.38
1.34
1.32
Min
Max
Anova
F
1
1
1
1
1
5
5
5
5
5
2.651
7.628
9.832
15.531
9.937
Sig
.034
.000
.000
.000
.000
28
Table 8. LSD Post-hoc H1 - Age
Age
24 and under 25
(n=65)
(n=45)
LSD
tests
Monetary savings
4.08
4.24
4.01
4.58
3.98
2.651*
1,3,5<4
Exploration
2.34
2.67
3.37
2.94
3.38
7.628**
1,3,4<5
Entertainment
2.35
2.96
3.65
3.04
3.55
9.832*
1,2,4<3,5
Recognition
2.45
2.46
3.76
2.98
3.69
15.531*
1,2<3
Social
2.08
2.20
3.28
2.27
2.55
9.937*
3>1,2,4,5
For all the different expectations there was a statistically significant difference between groups as
determined by one-way ANOVA: Monetary savings = (F(4,266) = 2.651, p = .034); Exploration =
(F(4,266) = 7.628, p = .000); Entertainment = (F(4,266) = 9.832, p = .000); Recognition =
(F(4,266) = 15.531, p = .000) and Social = (F(4,266) = 9.937, p = .000). A LSD post-hoc test
revealed some age group were significally higher or lower than others, in the table in bold.
4.2.3 EDUCATION
Table 9. ANOVA H1 Education
Education
1. Monetary savings
2. Exploration
3. Entertainment
4. Recognition
5. Social
Respondents
(n=271)
Mean
4.16
2.93
3.10
3.08
2.52
S.D.
1.090
1.313
1.388
1.347
1.324
Min
Max
Anova
F
1
1
1
1
1
5
5
5
5
5
3.505
3.896
1.748
1.192
1.590
Sig
.016
.009
.158
.313
.192
Grammar
(n=7)
4.57
3.86
3.71
3.50
3.14
Postgraduated
degree
(n=207)
4.23
2.79
3.16
3.01
2.43
Anova
F
3.505*
3.896**
1.748
1.192
1.590
LSD
tests
1,2,4>3
1,2>4
29
*. The mean difference is significant at the 0.05 level.
**. The mean difference is significant at the 0.01 level.
For monetary savings and exploration there was a statistically significant difference between groups
as determined by one-way ANOVA: Money savings = (F(3,267) = 3.505, p = .016) and Exploration
= (F(3,267) = 3.896, p = .009). A LSD post-hoc test revealed some education group were
significally lower than others, in the table in bold.
Respondents
(n=271)
Mean
4.16
2.93
3.10
3.08
2.52
S.D.
1.090
1.313
1.388
1.347
1.324
Min
Max
Anova
F
1
1
1
1
1
5
5
5
5
5
4.791
7.207
3.093
8.781
6.296
Sig
.003
.000
.028
.000
.000
Married
(n=108)
4.24
3.02
3.31
3.32
2.43
Single
(n=97)
3.99
2.52
2.76
2.55
2.24
Divorced/widowed/
Separated
(n=31)
3.84
3.16
3.32
3.60
3.23
Domestic
partner
(n=35)
4.69
3.60
3.20
3.33
2.97
Anova
F
4.791**
7.207**
3.093*
8.781**
6.296**
LSD
tests
4>1,2,3
2<1,3,4
2<1,3
2<1,3,4
1,2<4,3
For all the different expectations there was a statistically significant difference between groups as
determined by one-way ANOVA: Monetary savings = (F(3,267) = 4.791, p = .003); Exploration =
(F(3,267) = 7.207, p = .000); Entertainment = (F(3,267) = 3.093, p = .028); Recognition =
(F(3,267) = 8.781, p = .000) and Social = (F(3,267) = 6.296, p = .000). A LSD post-hoc test
revealed some age group were significally higher or lower than others, in the table in bold.
30
4.2.5 PROFESSIONAL STATUS
Table 13. ANOVA H1 Professional status
Professional status
1. Monetary savings
2. Exploration
3. Entertainment
4. Recognition
5. Social
Respondents
(n=271)
Mean
4.16
2.93
3.10
3.08
2.52
S.D.
1.090
1.313
1.388
1.347
1.324
Min
Max
Anova
F
1
1
1
1
1
5
5
5
5
5
2.013
6.023
2.845
6.293
2.700
Sig
.077
.000
.016
.000
.021
Employed
full-time
(n=137)
Employed
part-time
(n=32)
Unemployed
(n=13)
Retired
(n=10)
Student
(n=70)
Other Anova
(n=9) F
LSD
tests
4.02
3.01
3.32
3.46
2.57
4.50
3.16
2.94
2.88
2.84
3.92
3.31
3.38
3.00
3.00
4.50
4.30
3.40
3.35
3.20
4.20
2.36
2.61
2.43
2.16
4.78
3.33
3.33
2.89
2.00
2,6>1
5<1,2,3,4,6
5<1
5<1,4
5<1,2,3,4
2.013
6.023**
2.845*
6.293**
2.700*
For all the different expectations, except for monetary savings there was a statistically significant
difference between groups as determined by one-way ANOVA: Exploration = (F(5,265) =
6.023, p = .000); Entertainment = (F(5,265) = 2.845, p = .016); Recognition = (F(5,265) =
6.293, p = .000) and Social = (F(5,265) = 2.700, p = .021). A LSD post-hoc test revealed some age
group were significally higher or lower than others, in the table in bold.
4.2.6 INCOMES
Table 15. ANOVA H1 Incomes
Incomes
1. Monetary savings
2. Exploration
3. Entertainment
4. Recognition
5. Social
Respondents
(n=271)
Mean
4.16
2.93
3.10
3.08
2.52
S.D.
1.090
1.313
1.388
1.347
1.324
Min
Max
Anova
F
1
1
1
1
1
5
5
5
5
5
.507
6.639
11.404
20.975
4.109
Sig
.603
.002
.000
.000
.017
31
Table 16. LSD Post-hoc H1 Incomes
>1500
(n=91)
4.12
2.54
2.62
2.38
2.26
Incomes
Monetary savings
Exploration
Entertainment
Recognition
Social
Anova
F
.507
6.639**
11.404**
20.975**
4.109*
LSD
tests
1<2,3
3>1,2
1<2,3
1<2
For all the different expectations, except for monetary savings there was a statistically significant
difference between groups as determined by one-way ANOVA: Exploration = (F(5,265) =
6.023, p = .000); Entertainment = (F(5,265) = 2.845, p = .016); Recognition = (F(5,265) =
6.293, p = .000) and Social = (F(5,265) = 2.700, p = .021). A LSD post-hoc test revealed some age
group were significally higher or lower than others, in the table in bold.
4.3.1 GENDER
Table 17. ANOVA H2 Gender
Gender
1. Loyalty
program
to
2. Loyalty
company
to
Sig
Max
Anova
F
5.545
.019
3.243
.073
Respondents
(n=271)
Mean
S.D.
Min
3.55
.838
3.49
.057
the
the
Mean
Female
(n=150)
1. Loyalty to the
program
3.66
3.42
5.545*
2. Loyalty to the
company
3.58
3.37
3.243
32
*. The mean difference is significant at the 0.05 level.
**. The mean difference is significant at the 0.01 level.
There was a statistically significant difference between groups as determined by one-way ANOVA
only for Loyalty to the program = (F(1,269) = 5.545, p = .019). A LSD post-hoc test could not been
run because there is only two categories of gender.
4.3.2 AGE
Table 19. ANOVA H2 Age
Age
1. Loyalty
program
to
2. Loyalty
company
to
Min
Max
Anova
F
.838
2.824
.025
.057
1.073
.370
Respondents
(n=271)
Mean
S.D.
3.55
3.49
Sig
the
the
24
and
55
and
under
25 - 34 35 - 44 45 - 54 older
Anova
(n=65)
(n=45)
(n=71)
(n=48)
(n=42)
F
1. Loyalty to the
program
3.29
3.59
3.54
3.67
3.79
2.824*
2. Loyalty to the
company
3.36
3.59
3.51
3.36
3.67
1.073
LSD
tests
1<4,5
There was a statistically significant difference between groups as determined by one-way ANOVA
only for Loyalty to the program = (F(4,266) = 2.824, p = .025). A LSD post-hoc test revealed the
age group of 24 and under, in the table in bold, was significally lower than the group of 45 54
(3.67 .889) and 55 and older (3.79 .993).
4.3.3 EDUCATION
Table 21. ANOVA H2 Education
Education
Respondents
(n=271)
Mean
1. Loyalty to the
program
3.55
Max
Anova
F
Sig
Min
2.505
.060
S.D.
.838
33
2. Loyalty to the
company
3.49
.057
3.684
.013
Postgraduated
degree
(n=207)
Anova
F
LSD
tests
1. Loyalty to the
program
4.29
3.58
3.32
3.55
2.505
1>2,3,4
2. Loyalty to the
company
4.29
3.62
3.08
3.49
3.684*
3<1,2<4
Grammar
school
(n=7)
Education
There was not a statistically significant difference between groups as determined by one-way
ANOVA for Loyalty to the program (F(3,267) = 2.505, p = .060) except for the category of
Grammar school.
There was a statistically significant difference between groups as determined by one-way ANOVA
for Loyalty to the company (F(3,267) = 2.505, p = .060). Loyalty to the program = (F(3,267) =
3.684, p = .013). A LSD post-hoc test revealed the group of Grammar school was significally
higher than the group of Trade/Technical school (3.08 1.060) and Postgraduated degree (3.49
.935).
Moreover, the group of Trade/Technical school was significally lower than Grammar School (4.29
.678), High School (3.62 .744) and Postgraduated degree (3.49 .935).
1. Loyalty
program
to
2. Loyalty
company
to
Min
Max
Anova
F
.838
3.743
.012
.057
5.670
.001
Respondents
(n=271)
Mean
S.D.
3.55
3.49
Sig
the
the
34
Divorced/widowed/
Separated
(n=31)
Domestic
partner
(n=35)
Anova
F
LSD
tests
1. Loyalty to the
program
3.48
3.44
3.71
3.93
3.743*
4>1,2
2. Loyalty to the
company
3.32
3.43
3.63
4.03
5.670**
4>1,2
Marital status
Married
(n=108)
There was a statistically significant difference between groups as determined by one-way ANOVA
for Loyalty to the program and Loyalty to the company.
Loyalty to the program = (F(3,267) = 3.743, p = .012) and Loyalty to the company = (F(3,267) =
5.670, p = .001). A LSD post-hoc test revealed the group of Domestic partner (3.93 .828/ 4.03
.887) was significally higher than the group of married for both kind of loyalty (3.48 .866/ 3.32
.973) and Single (3.44 .8.16/ 3.43 .882).
Min
Max
Anova
F
Sig
1. Loyalty to the
program
3.55
.838
2.316
.044
2. Loyalty to the
company
3.49
.057
3.141
.009
Employed
full-time
(n=137)
1. Loyalty to the
program
3.64
2. Loyalty to the
company
3.63
Employed
part-time
(n=32)
Unemployed
(n=13)
Retired
(n=10)
Student
(n=70)
Other
(n=9)
Anova
F
LSD
tests
3.39
3.33
4.17
3.40
3.52
2.316*
4>1,2,3
3.30
3.141*
*
4>1>2,3
3.13
3.10
4.07
3.39
35
There was a statistically significant difference between groups as determined by one-way ANOVA
for Loyalty to the program and Loyalty to the company.
Loyalty to the program = (F(5,265) = 2.316, p = .044) and Loyalty to the company = (F(5,265) =
3.141, p = .009). A LSD post-hoc test revealed the professional group of Retired (4.17 .689/ 4.07
.872) was significally higher for both kind of loyalty than the group of Employed full time (3.64
.928/ 3.63 .961), employed of part-time (3.39 .640/ 3.13 1.015) and Unemployed (3.33
.680/ 3.10 .762)
4.3.6 INCOMES
Table 27. ANOVA H2 Incomes status
Incomes
Respondents
(n=271)
Mean
Min
Max
Anova
F
Sig
S.D.
1. Loyalty to the
program
3.55
.838
.602
.549
2. Loyalty to the
company
3.49
.057
.962
.384
>2500
(n=61)
(n=118)
Anova
F
1. Loyalty to the
program
3.49
3.64
3.56
.602
2. Loyalty to the
company
3.57
3.54
3.40
.962
Incomes
>1500
(n=91)
LSD
tests
There were not statistically significant differences between groups as determined by one-way
ANOVA for Loyalty to the program and Loyalty to the company concerning Incomes.
5 ANALYSIS
5.1 CUSTOMERS EXPECTATIONS ABOUT LOYALTY PROGRAMS
As seen in the theoretical framework, there were not a lot of theory or studies about the influence on
socio-demographic factors on the expectations of customers concerning their loyalty programs.
36
The only factor that has been studied is the difference among gender about recognition and social
aspect of loyalty programs (Schwartz and Rubel, 2005).
5.1.1 GENDER
Schwartz and Rubel (2005) have pointed out that men are seeking more than women for social
status, prestige, dominance and achievement. In fact, women are less interested in the elite grade of
a loyalty program and the social status that is conveyed by those kinds of status.
It is possible to support the statement made by Schwartz and Rubel (2005) with the results of this
study. In fact, it is possible to see that men attach more importance to the recognition and social
benefits than women (3.16 vs. 3.02 and 2.69 vs. 2.38). Recognition is the second benefits the most
important for men after monetary savings, which show its importance for them. However, it is
possible to qualify the results for social benefits: in fact, they are the last benefit in term of
importance. As consequences, men value more social benefits than women but those benefits are
secondary.
Moreover, this study is showing that there is a significally difference between women and men for
the monetary savings expectation. Women are valuing more this benefits than men, on average
monetary savings has an importance of 4.31 over 5 compare to 3.98 for men. Women have an
average higher on the expectations of Exploration (3.06 vs. 2.77) and Entertainment (3.17 vs. 3.01).
5.1.2 AGE
Age is significant for all the expectations of customers. One of the most significant differences can
be seen for the age group of 24 and under and the following age group, from 25 to 34. In fact, those
age groups are reacting similarly to the different benefit they can expect from their customer loyalty
programs. They have the lower rates in every category of expectation, except monetary savings,
which are important for them. As consequence, they are not expecting to have any benefits from a
loyalty program except having some discounts or some specials prices.
The age group from 35 to 44 are more sensitive to recognition and social benefits than other age
groups, respectively 3.76 and 3.28 over 5. Nevertheless, comparatively those benefits are not the
one they put first in term of expectations from a loyalty program; which is monetary savings (4.01
over 5).
Monetary savings is a really important expectation no matter which age the respondents are but this
expectation has the highest rate for the age group of 45 54 years old.
37
The last group has a high interest in exploration, they expect from a loyalty program to discover and
try new products they would not have used otherwise.
5.1.3 EDUCATION
Education is not significant for several expectations: entertainment, recognition and social.
Monetary savings has a high rate in every category of education groups (between 3.54 and 4.57
over 5). The group who is expecting the more from monetary savings benefits is the group, which
has the lower level of education, Grammar School. The highest level of education, postgraduated
level, is not the category that has the lowest expectation in monetary savings; in fact they come just
after the last category with a rate of 4.23. The lowest rate is for those from trade and technical
school.
For the expectations of exploration, the rate is inversely proportional to the level of education. The
higher the level of education is, the lower the exploration expectations are. The respondent with a
postgraduated diploma have an expectation of exploration of 2.79 over 5, those from trade and
technical school have a rate of 3.31, those from high school have a rate of 3.35 and those from
grammar school have a 3.86 rate.
38
programs. Retired people have the highest rate on several expectations. They attach importance
especially to exploration (4.30) and also entertainment (3.40) and social (3.20).
5.1.6 INCOMES
Incomes are significant for every expectation except monetary savings. The category of people who
are earning less than 1500 by months are the category that have the lowest rate for every
significant expectations. They do not think that exploration, entertainment, recognition and social
are important in term of benefits they can expect from a customer loyalty program.
On the other hand, the group of people who are earning between 1500 and 2499 have the highest
rate for exploration (3.25), recognition (3.48) and social (2.89).
5.1.7 SUMMARY
It is possible to conclude that demographic factors are significant when it comes to the different
expectations of customers.
Age
X
X
X
X
Professional
status
Incomes
X
X
X
X
X
X
X
X
Age
Exploration
Entertainment
Recognition
Social
Monetary savings
Age and marital status are significant for every category of expectations. However, gender cannot
be strengthened by the correlation analysis for age and marital status for monetary savings and it is
the same for entertainment and recognition with marital status.
39
Professional and incomes are significant for every category except monetary savings. It is possible
to strengthen this statement, except for incomes and social, by looking at the correlation table.
Education and Gender are the demographic factors, which have less significance over customers
expectations. Education is significant for monetary savings and exploration. Nevertheless, the
correlation analysis is showing a different view, by showing that there is a correlation between
education and exploration and social. Gender is only significant for monetary savings, which is
strengened by the correlation analysis.
5.2.2 AGE
According to previous research it has been demonstrated that age has a moderating effect on loyalty
(Baumann, Burton, and Elliott 2005; Homburg and Giering 2001). Authors do not have the same
opinion about older consumers: some authors are saying that they are more loyal when it comes to
automobile and banking (Ibid.) and some others show that old consumers tend to not be loyal
because they have more free time (East et al. 1995; East et al. 2000). This study is demonstrating
that older consumers are here the most loyal group to the loyalty program (3.79) and to the
company (3.67).
Wright and Sparks (1999) and McGoldrick and Andre (1997) have shown that the 35-44 age group
are the most loyal. This study is not confirming this statement. In fact, the results are showing that
the age group of 35-44 years old is the second less loyal group after the group of 24 years old
concerning loyalty to programs and to company.
5.2.3 EDUCATION
Previous researches tend to show that a higher level of education leads to a lower level of loyalty
(Chance and French 1972; Mittal and Kamakura 2001; Murphy 1978) because they tend to gather
40
more information before making a decision (Capon and Burke 1980). This study is showing the
opposite of the previous statement. In fact, the lowest category of education, grammar school, is the
one that is the most loyal for both kind of loyalty (4.29 over 5 for both of them). The next most
loyal category is High School (3.58 and 3.62) and then comes the Postgraduated degrees category
with a rate of 3.55 and 3.49. Those rate are still high on the scale of 1 to 5 so those three category
tend to be loyal to their loyalty programs and companies.
5.2.6 INCOMES
A lot of researches have demonstrated that income have a negative impact on customer loyalty
(Crask and Reynolds 1978; Korgaonkar, Lund, and Price 1985; Zeithaml 1985). Customers who are
earning more have fewer shopping restriction and so tend to switch of brand easier (Sharir 1974;
Zeithaml 1985). However, this statement is not unanimous (Keaveney and Parthasarathy, 2001)
This study is showing that there is no statistically significant difference between the different
incomes category when it comes to loyalty. The different means by themselves are showing a
contrasted point of view. In fact, concerning the loyalty to the program, the highest income category
is not the most unloyal; they have a rate of 3.56; which is showing a tendency of being loyal.
41
Concerning the loyalty to the company, they are the less loyal compared to the others categories.
However, this statement can be qualified as they still have a rate of 3.40; which is showing a
tendency of being loyal rather than the opposite.
5.2.7 SUMMARY
It is possible to conclude that demographic factors, at the exception of incomes, are significant
when it comes to the loyalty to their customer loyalty programs or to their companies.
Gender
Age
Marital
status
X
X
Education
Professional
status
Incomes
Gender
X
Age
X
Education
Marital status
X
Professional status
X
Incomes
Gender, age and education are significant all for only one kind of loyalty: gender and age for the
loyalty of the program and education is significant for the loyalty to the company. The correlation
analysis is only strengthening that gender and age for the loyalty to the program. There is no
correlation between loyalty to the company and education.
Marital and professional statuses are both significant for the two kind of loyalty. The analysis of
correlation is strengthening the relation between marital status and the two kind of loyalty but it
does not show any correlation for professional status.
42
6 CONCLUSION
The aim of this study was to determine if socio-demographic factors are influencing the
expectations and loyalty of customers and in which way. Gender, age, education, marital status,
professional status and income have been tested to see if there were some significant differences
between each category concerning customers expectation and loyalty to their loyalty programs and
companies.
As a conclusion it is possible to say that all those socio-demographic factors have an influence on at
least one of the expectations of customers concerning their loyalty programs.
Age and marital status are the factors that are influencing every expectation of customers and
professional status and incomes for every expectation except money savings. As consequences,
those factors are really important for a company to look at when they start a loyalty program or
when they try to improve it. In fact, for those factors, customers are not expecting the same and it is
important to be aware of those differences to increase customers satisfaction.
Concerning customers loyalty not all of the factors have an influence. Incomes are different from
the others because it did not influence customers loyalty to the program and to the company. The
others factors are important to take into consideration, as they influence at least of one the loyalty.
7 DISCUSSION
7.1 LIMITATION
Two limitations are time and the number of respondents. Concerning the number of responses, it
could be said that 271 answers is too low to make general conclusions. This number could have
been better if time was not a limitation for this research.
The sample size of this study was really broad to be able to gather a large number of respondents on
every demographic category, this could be seen as a limitation because the sample size could have
been narrowed to increase the reliability and validity of the results.
43
44
focus in a particular sector to examine the influence of socio-demographic factors for those
particular loyalty programs and also on customer loyalty. Those researches could increase the
knowledge of managers in those specific areas and could let them take better initiatives and actions.
45
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Appendix
Appendix A Questionnaire
54
55
56
57
170
174
344
49,4
50,6
100
101
71
77
50
45
344
29,4
20,6
22,4
14,5
13,1
100
12
49
32
251
344
3,5
14,2
9,3
73
100
120
147
33
44
344
34,9
42,7
9,6
12,8
100
158
34
22
14
101
15
344
45,9
9,9
6,4
4,1
29,4
4,4
100
132
78
134
344
38,4
22,7
39
100
58
59
60