Advanced

Marketing tools in grocery retailing, do they affect store loyalty?

Andersson, Niklas and Munk, Pia (2001)
Department of Business Administration
Abstract
The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported
Please use this url to cite or link to this publication:
author
Andersson, Niklas and Munk, Pia
supervisor
organization
year
type
H1 - Master's Degree (One Year)
subject
keywords
Attitude and behaviour loyalty, service quality, self-scanning (TBSS), loyalty program, own brands, Management of enterprises, Företagsledning, management
language
Swedish
id
1352090
date added to LUP
2001-05-29
date last changed
2012-04-02 16:45:49
@misc{1352090,
  abstract     = {The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported},
  author       = {Andersson, Niklas and Munk, Pia},
  keyword      = {Attitude and behaviour loyalty,service quality,self-scanning (TBSS),loyalty program,own brands,Management of enterprises,Företagsledning, management},
  language     = {swe},
  note         = {Student Paper},
  title        = {Marketing tools in grocery retailing, do they affect store loyalty?},
  year         = {2001},
}