Loyalty Card Research Articles

Service Satisfaction and Sport Consumption in The Fitness Center in Warsaw

The aim of this research is to determine which factors of consumers’ sport consumption behaviour have an impact on service satisfaction. The survey was conducted on 76 clients of a selected fitness club in Warsaw. The questionnaire comprised 7 areas of the club’s functioning, measured with respect to two dimensions: service satisfaction and the significance of the tested parameters. Statistical analysis was performed in order to investigate the relationship between sports consumption and satisfaction level. Data analysis confirms a correlation in several parameters between consumer consumption and satisfaction (parameters: number of sports activities to choose r=0.264, p<0.05; benefits of having a loyalty card r=0.279, p<0.05) as well as significance (parameters: terms of payment r=0.246, p<0.05; club location r=-0.234, p<0.05). The results are significant from the standpoint of the management of fitness clubs as they provide a better understanding of consumer satisfaction factors.

An innovative technology proposal for the improving in the communication, social reputation and service quality: a case applied to the hospitality sector

In this paper it is presented a new mobile application called RE2, that was designed to help service sector professionals with managing information related to customers and services. It is based on one of the most interesting recent developments within the framework of customer management: customer engagement. In particular, RE2 digitizes customers’ loyalty cards, recording the personal data and consumption patterns of customers. Using this information, RE2 aims to achieve an improvement in service quality, communication strategy, and social reputation by organizing the reward program automatically and suggesting connections for customers to their social networking sites, where customers can then disseminate their experiences with the business. This paper presents the theoretical bases used to develop RE2, describes its main functions, and explains its main contributions to the special case of the hospitality industry (although the application can be applied to other industries).

Can purchasing information be used to predict adherence to cardiovascular medications? An analysis of linked retail pharmacy and insurance claims data

ObjectiveThe use of retail purchasing data may improve adherence prediction over approaches using healthcare insurance claims alone.DesignRetrospective.Setting and participantsA cohort of patients who received prescription medication benefits through CVS Caremark,...

Venous thromboembolism capture on electronic systems in obstetrics patients at St Thomas' Hospital.

Venous thromboembolism (VTE) is one of the leading causes of maternal mortality in the UK. Therefore, timely VTE risk assessment is essential in all obstetrics patients. The Commissioning for Quality and Innovation (CQUIN) payment framework set a target for trusts to complete a VTE risk assessment within 24 hours of admission for 95% of patients. A combination of factors, including lack of integration between multiple IT systems, means that this CQUIN target is currently not being met for obstetric patients in the Hospital Birth Centre at Guys and St Thomas' NHS Trust.This project aims to increase staff awareness of this issue and educate them regarding the correct procedure for VTE assessment. Trialled methods included reminders at staff handovers, use of magnets on the patient whiteboard, posters and stickers displayed around the unit and a loyalty card scheme as incentive to complete assessments. Initial average completion rate was 20.7%, which increased to 67.5% after the first plan, do, study, act (PDSA) cycle with a slight drop to 65.7% after the second cycle. Completion rates increased to 92.3% on the last day of the third PDSA cycle. Although we did not reach the 95% target, we have raised awareness of the importance of recording VTE assessment on electronic systems, and hope we have created sustainable change.

Service Oriented Mobile Wallets with NFC

Near Field Communication (NFC) technology integration with mobile phones has extended the way we use mobile devices. Instead of voice and text communication mobile devices can be used as credit cards to replace our wallets. In this study we have developed an NFC based mobile wallet with using Alcatel Lucent Mobile Wallet web services with provided functionalities such as accounts, e-money, loyalty cards, etc. These services are consumed from NFC mobile phones and NFC device is used for payments and secure store to keep user credentials in SIM Secure Element.

Effectiveness and cost-effectiveness of a physical activity loyalty scheme for behaviour change maintenance: a cluster randomised controlled trial.

BackgroundIncreasing physical activity in the workplace can provide employee physical and mental health benefits, and employer economic benefits through reduced absenteeism and increased productivity. The workplace is an opportune setting to encourage habitual activity. However, there is limited evidence on effective behaviour change interventions that lead to maintained physical activity. This study aims to address this gap and help build the necessary evidence base for effective, and cost-effective, workplace interventions.Methods/designThis cluster randomised control trial will recruit 776 office-based employees from public sector organisations in Belfast and Lisburn city centres, Northern Ireland. Participants will be randomly allocated by cluster to either the Intervention Group or Control Group (waiting list control). The 6-month intervention consists of rewards (retail vouchers, based on similar principles to high street loyalty cards), feedback and other evidence-based behaviour change techniques. Sensors situated in the vicinity of participating workplaces will promote and monitor minutes of physical activity undertaken by participants. Both groups will complete all outcome measures. The primary outcome is steps per day recorded using a pedometer (Yamax Digiwalker CW-701) for 7 consecutive days at baseline, 6, 12 and 18 months. Secondary outcomes include health, mental wellbeing, quality of life, work absenteeism and presenteeism, and use of healthcare resources. Process measures will assess intervention “dose”, website usage, and intervention fidelity. An economic evaluation will be conducted from the National Health Service, employer and retailer perspective using both a cost-utility and cost-effectiveness framework. The inclusion of a discrete choice experiment will further generate values for a cost-benefit analysis. Participant focus groups will explore who the intervention worked for and why, and interviews with retailers will elucidate their views on the sustainability of a public health focused loyalty card scheme.DiscussionThe study is designed to maximise the potential for roll-out in similar settings, by engaging the public sector and business community in designing and delivering the intervention. We have developed a sustainable business model using a ‘points’ based loyalty platform, whereby local businesses ‘sponsor’ the incentive (retail vouchers) in return for increased footfall to their business.Trial registrationISRCTN17975376 (Registered 19/09/2014).Electronic supplementary materialThe online version of this article (doi:10.1186/s12889-016-3244-1) contains supplementary material, which is available to authorized users.

Obfuscation: A User's Guide for Privacy and Protest

Obfuscation: A User's Guide for Privacy and Protest

Multi Partner Loyalty Programs: Perception and Preferences

Background/Objectives: This research is conducted to know whether customer likes to enroll and use loyalty program to determine their preferences over Multi Partner Loyalty Program and to find ranking of various store patronage factors. Methods/Statistical Analysis: The research was conducted by collecting 201 customer’s data, who are member of at least one Multi Partner Loyalty Program. Respondents were selected by disproportionate stratified random sampling from various supermarkets. Data analysis was done with the help of Binomial test and Friedman Test in IBM SPSS 20. Findings: The result has shown that a customer likes to enroll and use loyalty programs. Customers prefer Multi Partner Loyalty Program over single vendor. While determining the preference ranking among various store patronage factors i.e. Price, Quality and Loyalty cards as a, it has been found that most important factor influencing store patronage is Quality of goods followed by Price and Loyalty card. Researcher has used MPLP as a store patronage factors for the first time. Applications/Improvements: By knowing the customer’s likeness and preferences with respect to loyalty programs it can be reengineered to increase its preferences among retail customers. This will ultimately increase a profit for all the partners in long run.

The effect of slow zones on ridership: An analysis of the Chicago Transit Authority “El” Blue Line

Transit agencies frequently upgrade rail tracks to bring the system to a state of good repair (SGR) and to improve the speed and reliability of urban rail transit service. For safety during construction, agencies establish slow zones in which trains must reduce speed. Slow zones create delays and schedule disruptions that result in customer dissatisfaction and discontinued use of transit, either temporarily or permanently. While transit agencies are understandably concerned about the possible negative effects of slow zones, empirical research has not specifically examined the relationship between slow zones and ridership. This paper partially fills that gap. Using data collected from the Chicago Transit Authority (CTA) Customer Experience Survey, CTA Slow Zone Maps, and, the Automatic Fare Collection System (AFC), it examines whether recurring service delays due to slow zones affect transit rider behavior and if the transit loyalty programs, such as smart card systems, increase or decrease rider defections. Findings suggest that slow zones increase headway deviation which reduces ridership. Smart card customers are more sensitive to slow zones as they are more likely to stop using transit as a result of delay. The findings of this paper have two major policy implications for transit agencies: (1) loyalty card users, often the most reliable source of revenue, are most at risk for defection during construction and (2) it is critical to minimize construction disruptions and delays in the long run by maintaining state of good repair. The results of this paper can likely be used as the basis for supporting immediate funding requests to bring the system to an acceptable state of good repair as well as stimulating ideas about funding reform for transit.

Mobile Loyalty Application Development Based on Android

The research objective is to develop an application that allows users to participate in a loyalty program and facilitate Smartphone enterprise (Merchant) in access, sale and observation of customer transactions through mobile applications. Design method used is object-based design that includes a UML of use case diagrams, use case narrative, class diagram, sequence diagrams and activity diagrams. Results achieved in the form of mobile applications that are able to facilitate customer in managing loyalty cards as well as to increase customer loyalty. This application features, such as add points, redeem, news, transaction history, and message that can facilitate customer in managing customer loyalty card. The conclusion of this design is that the application of E Points can enable customers to manage a loyalty card in Smartphone, add points, redeem rewards, obtain the latest promotional information through news features, and view transaction history.

Socio-demographics, implicit attitudes, explicit attitudes, and sustainable consumption in supermarket shopping

The aim of this research is to examine whether socio-demographics, implicit and explicit attitudes towards the environment predict sustainable consumer behaviour, measured using supermarket loyalty card data. The article uses an Implicit Association Test (IAT) and Likert scales to gauge implicit and explicit attitudes towards sustainable consumption in a real consumer sample, and measures demographic characteristics of participants. Results indicate that level of education is a key predictor of an aggregate measure of sustainable consumption, with a small part of this influence mediated by level of explicit environmental concern for climate change. Econometric modelling shows that explicit and implicit attitudes influence consumer decisions differently in specific food categories. Results, obtained with real consumer data, call into question the accepted socio-demographic profile of the green consumer and help identify conditions under which pro-environmental attitudes predict sustainable consumption.

An Implementation of Online Marketing in Movie Theatre: A Case Study in Thailand

Movie theaters in Thailand have been expanded their ticket selling channels from offline to online. Therefore, customers can purchase movie tickets via online (website and mobile application). Some customers do not want to wait in a long queue. Some of them would like to make sure that when they arrive the movie theatre they are able to see the movie on the schedule time as they planned. Therefore, they decided to make reservation as well as purchase the tickets via online. This paper, therefore, is developed to be a practitioner-oriented case study which is substantiated by primary research conducted before. From the in-depth interview, we came up with twenty five attributes that respondents suggested for improving e-satisfaction and e-loyalty of the movie theatre. These twenty five attributes were developed from theoretical grounds of e-SERVQUAL (such as Reliability, Website/App Design, and Personalization), TAM (Perceived Ease of Use and Perceived Usefulness), and online offers. By applying Kano's model of customer satisfaction on these twenty five attributes, we can classify the attributes into four main categories that are 'expected', 'one-dimensional', 'attractive', and 'indifference'. Expected attributes (such as 'No need to use student ID with the student loyalty card', 'Discount on snacks for loyalty card holders') can result in dissatisfaction when they are not fulfilled. One-dimensional attributes (such as 'No expired date for the loyalty card', 'Discount on movie ticket for loyalty card holders') can produce both satisfaction and dissatisfaction. Attractive attributes (such as 'Promotion on special events/occasions') produce satisfaction when delivered, but cause no dissatisfaction if not delivered.

Consumer attitudes to nuts in the marketplace

This paper briefly reviews the last 5 years of nut (principally walnut) value chain research of the author. The premise is the need for value capture along the chain by increasing fitness for purpose (quality) if growers are to receive additional payments and consumers are to receive greater satisfaction. It shows that actions taken by intermediaries (marketing efforts, purchasing goals) can affect final products and that needs change over time and in different locations. Finally, it reviews how supermarket loyalty card data can be used to determine segmented consumer attitudes to purchasing decisions. This is in terms of elasticities, cross elasticities and time dependant purchasing. By incorporating basket information, loyalty card data can also provide indications of product usage. Taken together these data can inform marketing decisions as well as indicate when, where and how businesses should interact with the value chain to improve their returns by enhancing its efficiency and effectiveness.

Fuel Tourism in Dutch Border Regions: Are Only Salient Price Differentials Relevant?

Using detailed data on consumer payments, we find only limited evidence that fluctuations in cross-border fuel price differentials are relevant for Dutch consumers. Consumers living close to the German border did react to a salient increase in Dutch excise fuel duties in January 2014. However, the increase of fuel tourism was only temporary. Secondly, there are no robust indications that fuel tourism is relevant for Dutch consumers living further than 10 kilometres from either the border with Belgium or Germany. The apparent absence of fuel tourism may either be explained by the widespread use of loyalty cards or by the low level of international commuting by Dutch workers.

Стратегическое предпринимательство в гостиничной отрасли: роль сетевой принадлежности

Аbstract. The aim of this paper is to identify why independent hotels decide to affiliate and give up their highly valued independence. Based on interviews with 12 independently owned hotels and five affiliations active on the Swedish market, it became evident that independence is important, but factors such as development with technical solutions, internet, the use of smart phones, social media, sales and marketing, central purchasing and loyalty cards are difficult to pursue as an independent hotel. The results also showed that marketing organisations and referral chains are the preferred options, as their offerings are more in line with the view of strategic entrepreneurship that the hoteliers expressed. Even agencyrelated aspects such as control rights affected the entrepreneurs’ aspiration to affiliate, at the same time as the respondents thought their way of running the business was the most efficient. The results from the research add to the knowledge associated with agency theory, strategic entrepreneurship and resource-based view of the firm. More practically, it gives the independent hoteliers a possibility to assess the current situation and decide what options could be valuable, while the affiliations would be able to better align their offerings to attract new hotels.

Unlocking the transformative potential of customer data in retailing

Retailers collect, process, and use large amounts of data about customers: what they buy, how they buy, when they buy – and when customer loyalty cards are used – who buys the product or service. The use of customer data within the customer relationship management (CRM) framework has largely remained one sided. The potential of customer data for the benefit of the customer’s well-being still needs to be addressed. Reverse use of customer data, i.e. the process of firms converting customer data into information that is meaningful for the customers, extends attention toward using customer data for the benefit of the customer. In addition, selling goods to customers retailers can revise customer data into relevant and meaningful information that can support their well-being. Consequently, the purpose of this study is to identify and illustrate the transformative potential of the reverse use of customer data in retailing. This is achieved by reviewing literature on CRM, S-D logic, and transformative consumer research, and conducting a case study of a food retailer using point-of-sale data to provide customers with information about the healthfulness of their food purchases. Anonymous customer feedback data is collected and analyzed, and as a result, the transformative potential of customer data is reflected through five themes: self-monitoring, enhanced diet, food literacy, peace of mind, and beyond food healthfulness. These themes illustrate customers’ well-being outcomes resulting from reverse use of customer data.

Frameworks for Companies to Share Data With Researchers [Point of View

Discusses the ramifications from a privacy and network security point of view given today's systems that offer access to huge amounts of data and database systems. These information and data sharing interactions capture varied aspects of our lives, such as our shopping behavior, our mental and physical health, our likes and dislikes, political and religious opinions, products we shop for, how we drive our cars, how much energy we use, and even more nebulous things such as our hopes and aspirations. Credit card companies record every purchase we make, with the time and place of purchase; companies like Amazon and Netflix not only record our purchases but also our interest in things we merely peruse on their websites. Loyalty cards and digital profiles of our purchases even in brick-and mortar stores such as Target and Walmart and our local supermarkets create a record of all our purchases, easily being able to infer our shopping patterns.

Apple - Pay, Towards the Acceptance of German Customers

This article is based on a study that aims to analyze factors influencing the acceptance of contactless payment devices by customers in Germany. Its purpose is to explain the influence of similar technologies, already in use towards the acceptance of contactless payment technology. Smartphones, especially the I-phone as one device of mobile technology, is offering a mobile payment procedure named Apple Pay. Contactless payment technologies are developing away from physically present credit card shaped plastic cards by an integration into mobile phone devices. Interviews in personal contact on petrol stations in Hamburg, Germany, have been conducted. Petrol stations are typically points of sale with a high rate of non-cash payments and customers have time to answer questions for an interview during refuting. 48 hours of interviews have been collected on two petrol stations in one of Germany’s largest cities, interviewing typical business-customers on a Monday and private customers on the weekend. The technology acceptance model has been chosen to identify and explain the interaction in the customer’s perception of new payment devices. The study reveals that the influence of information on the new payment process and possession of a customer loyalty card are critical variables in the customer acceptance of payment devices. Information about the new payment method proves to be the argument with strongest impact on the acceptance by customers. Besides these variables, perceived usefulness of the technology has been found as a significant factor in affecting the acceptance of contactless payment processes. Apples I-Phone with its current market penetration has the potential to provide a widespread and well known concept as basis for contactless payment technology.

Protocol for a pilot randomised controlled trial of an intervention to increase the use of traffic light food labelling in UK shoppers (the FLICC trial).

BackgroundTraffic light labelling of foods—a system that incorporates a colour-coded assessment of the level of total fat, saturated fat, sugar and salt on the front of packaged foods—has been recommended by the UK Government and is currently in use or being phased in by many UK manufacturers and retailers. This paper describes a protocol for a pilot randomised controlled trial of an intervention designed to increase the use of traffic light labelling during real-life food purchase decisions.Methods/designThe objectives of this two-arm randomised controlled pilot trial are to assess recruitment, retention and data completion rates, to generate potential effect size estimates to inform sample size calculations for the main trial and to assess the feasibility of conducting such a trial. Participants will be recruited by email from a loyalty card database of a UK supermarket chain. Eligible participants will be over 18 and regular shoppers who frequently purchase ready meals or pizzas. The intervention is informed by a review of previous interventions encouraging the use of nutrition labelling and the broader behaviour change literature. It is designed to impact on mechanisms affecting belief and behavioural intention formation as well as those associated with planning and goal setting and the adoption and maintenance of the behaviour of interest, namely traffic light label use during purchases of ready meals and pizzas. Data will be collected using electronic sales data via supermarket loyalty cards and web-based questionnaires and will be used to estimate the effect of the intervention on the nutrition profile of purchased ready meals and pizzas and the behavioural mechanisms associated with label use. Data collection will take place over 48 weeks. A process evaluation including semi-structured interviews and web analytics will be conducted to assess feasibility of a full trial.DiscussionThe design of the pilot trial allows for efficient recruitment and data collection. The intervention could be generalised to a wider population if shown to be feasible in the main trial.Trial registrationISRCTN: ISRCTN19316955

A Critical Review of Winning Response Strategies to Competition of Major Supermarkets in Kenya

The purpose of the paper is to examine the response strategies major supermarkets have adopted to cope with competition within the supermarkets sector. The study covered Nairobi, Mombasa Kisumu, Nakuru and Eldoret cities. It aimed at establishing the response strategies adopted by major supermarkets Nakumatt, Naivas, Tuskys and Uchumi to cope with competition in an effort to maintain competitive advantage. Increased competition has led supermarkets to initiate response mechanisms to address challenges emanating from changes taking place in the environment among them competitors (new supermarkets, new entrants into the supermarkets sector like hawkers on the streets, small-micro traders operating in mini stalls and Dukas/kiosks and other retail outlets; suppliers; customers; regulatory agencies; and demographic, social, and economic conditions, changing customer needs, technology and controlling operational costs. The strategies employed by supermarkets focused on specific supermarkets winning strategies such as advertisement, sales promotion, supermarket atmospherics and reward systems (Loyalty Cards) among others. Primary data was collected using oral interview schedule and structured questionnaires targeting supermarket managers and operators of Dukas within the supermarkets environment and from the review of existing literature. Out of the forty two respondents targeted to fill in the supermarkets managers’ questionnaire, 34 filled in and returned the questionnaire for analysis. This was a response rate of 81%. Nakumatt supermarket chain had the highest proportion of respondents at 26%, followed by Tusky’s’ at 24%, while Naivas and Uchumi took the 3 rd and 4 th position respectively with 17% and 14 % response rates. Out of the a hundred questionnaires administered to Duka owners, eighty six were completed and returned. A response rate of 86% was achieved. The response rate of the two data collection instruments was very good for informing the research findings. The findings were presented using cross tabulation tables. The study findings revealed that major supermarkets within the large cities in Kenya faced various challenges emanating from the environment. Literature reviewed indicated that competition was the greatest challenge that supermarkets encountered within the retail sector. As a result, the supermarkets have had to adopt winning response strategies unique to the specific supermarket chains to cope with competition within the supermarkets sector. Some of the response strategies adopted included but were not limited to price of goods lower than the competitors, promotion, location and communication mix. Supermarkets should therefore implement winning response strategies which are specific to their supermarkets chain.