TITLE:
A Framework for Improving Customer Loyalty at Retailers in Jeddah City: A Case Study
AUTHORS:
Hemaid Alsulami
KEYWORDS:
Customer Loyalty, Customer Management, Customer Satisfaction
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.11 No.9,
September
18,
2021
ABSTRACT: Customers are an integral part of any business; therefore, organizations
have to build their customer loyalty in order to achieve long-term
profitability. Supermarkets, in their efforts to achieve customer satisfaction,
try to be more creative and engaged with their customers in order to get their
loyalty. This study aims to explore the relationship between customer satisfaction
and customer loyalty in supermarket retailers in Jeddah city, Saudi Arabia. In
addition, factors affecting customer loyalty and customer loyalty programs are
analyzed by conducting an empirical study. The results show the factors that
encourage customer loyalty to a specific supermarket are the location of the
supermarket, price, variety of products, promotion activities and membership,
respectively.