Loyalty Programs Research Articles

Customer Loyalty Program: Enhanced Rewards and Insights for Lasting Engagement

Abstract: Customer loyalty programs are strategic initiatives designed to cultivate and maintain strong relationships between businesses and their customers. These programs offer incentives and rewards to encourage repeat purchases and foster brand allegiance. By leveraging various techniques such as points systems, tiered memberships, or exclusive perks, companies aim to enhance customer satisfaction and retention. Effective loyalty programs not only drive revenue but also provide valuable data insights into consumer behaviour and preferences. In today's competitive landscape, cultivating customer loyalty is paramount for sustained success, and loyalty programs serve as powerful tools in building enduring connections with clients.

To study impact of Brand Engagement on Customer Satisfaction for Flipkart E-Commerce Services Among People Living in Ahmedabad City

These Survey Results highlight the importance of brand engagement initiatives, such as social media campaignhs, email newsletters, loyalty programs, special offers or discount, and interactive content, in influencing customer satisfaction with flipkart's e-comerce services in ahmedabad city, Nonetheles, there is room for improvement to enhance overall satisfaction and make more effective use of features like augemented reality. The insights gained from this survey will assist flipkart in optimizing its brand engagement startegies and improving customer satisfaction among residents of ahmedabad City. This Survey also revealed that while flipkart augmented reality feature was rated neutral by half of the respondents (50%), approximately 48% reported using Flipkart pay Later. in terms of overall satisfaction with Flipkart's e comerce ssaervices, nearly half of the respondents expressed a neutral level of satisfaction (49.3%). Homever, approximately 54% of the respondents reported that Flipkart's brand engagement initiaves have positively influenced them, and 49.3 % stated their likehood to recommend Flipkart's services based on their brand engagement experiences. Over half of the respondents (52%) expressed their willingness to participate in a follow-up interview, indicating their interes in providing feedback and suggesting to improve Flipkart's e-commerce services.

Enhancing Customer Relationships: A Case Study of CRM Practices at City Square Mart in Ahmedabad city of Gujarat State

This study paper provides an in-depth examination of customer relationship management (CRM) operations conducted at City Square Mart, a well-known retail business specializing in supermarket trends. This research seeks to provide insights that will improve the development and implementation of CRM strategies in the retail industry by conducting interviews with store managers and analyzing their CRM methods. This study analyzes key elements of consumer engagement channels, such as in-store experiences and online platforms, to understand how City Square Mart effectively combines these channels to provide a seamless and cohesive customer experience. This research also examines consumer feedback methods, loyalty programs, complaint management processes, and initiatives aimed at personalization and customization of goods. The results of this research provide important insights for retail managers who want to improve their CRM strategies and for academics who want to increase their understanding of customer relationship management in the retail industry. This research aims to improve customer interactions and drive company success in the changing retail market by analyzing the unique CRM tactics implemented by City Square Mart

The Startup Analysis Canvas: Smartfill RFID System

Abstract: In today's fast-paced world, convenience and efficiency are paramount, extending to mundane tasks like refueling vehicles. Traditional gas station payment methods involvingcash or credit cards can be cumbersome and time-consuming. Radio Frequency Identification (RFID) technology offers a promising solution to expedite gas station transactions, enhancing the customer experience. An RFID-based payment system leveragestags affixed to vehicles or issued as cards. Upon pulling up to an RFID-enabled pump, the reader automatically identifies the customer's vehicle or card, retrieving linked account information. The customer simply authorizes fueling, and the designated amount is seamlessly deducted from their account. This eliminates the need to exit the vehicle, searchfor wallets or cards, and swipe or insert them at the pump, significantly reducing transaction times. The benefits of an RFID-based payment system are manifold. First and foremost, it offers unparalleled convenience. Customers can streamline the fueling process without fumbling for cards or cash, leading to a more pleasant and time-efficient experience.Furthermore, RFID technology translates to shorter queues and improved customersatisfaction at gas stations. Reduced transaction times at pumps lead to faster throughput,benefiting both customers and gas station operators. Security is another significant advantage of RFID-based payments. Unlike traditional methods susceptible to fraud, RFID tags are tamper-proof and difficult to replicate. This significantly reduces the risk of unauthorized transactions and fraudulent activity, enhancing financial security for both customers and gas station businesses. Additionally, RFID technology offers potential for integration with loyalty programs. The system can be designed to automatically identify customers and credit their accounts with loyalty points based on their purchases. This fosters customer engagement and incentivizes repeat business, creating a win-win situation for both gas stations and their patrons. While RFID-based payment systems hold immense promise, there are challenges to consider. Implementation costs associated with equipping gas stations with RFID readers and potentially issuing tags to customers need to be carefully evaluated. Additionally, customer adoption is a crucial factor.Encouraging widespread acceptance of this new technology may require educational campaigns to highlight the benefits and dispel any misconceptions

Golden Arches of Success: Enhancing Customer Relationship Management at McDonald's, Wide Angle, Ahmedabad

Customer Relationship Management (CRM) is crucial in the retail business, especially in the highly competitive fast-food sector. This research examines the customer relationship management (CRM) strategies used by McDonald's, Wide Angle in Ahmedabad. The objective is to get insights into their methods of managing customer relationships and improving corporate performance. The goals include evaluating current CRM strategies, identifying strengths and areas for improvement, and offering practical suggestions to increase CRM performance. The study used a qualitative research methodology, including semi-structured interviews with branch managers to get in-depth understanding of McDonald's customer relationship management (CRM) activities. The key results include McDonald's tactics for managing data, techniques for segmenting customers, avenues for contact, and programmes for fostering loyalty. The investigation demonstrates a significant focus on customisation, the use of technology, and the incorporation of client feedback methods. The strengths that have been highlighted include the implementation of comprehensive communication strategies and the successful implementation of loyalty programmes. On the other hand, the problems that need to be addressed are the integration of feedback into practical and effective initiatives.

Optimizing Customer Relationships: A Case Study of CRM Practices at Puma Outlet in Ahmedabad city of Gujarat

Effective client Relationship Management (CRM) techniques are essential in the current competitive retail environment to maintain client loyalty and stimulate corporate expansion. This study aims to investigate and assess customer relationship management (CRM) techniques used in Puma shops. It seeks to provide insights into the impact of these tactics on customer relationships and the overall success of the organisation. The study uses a qualitative methodology, conducting in-depth interviews with branch managers in various geographical areas and market conditions. The findings indicate that common customer relationship management (CRM) tactics include the use of technology to handle data, personalised marketing efforts, and the implementation of loyalty programmes. The positives that have been identified include the efficient utilisation of customer data and the proactive interaction with customers. On the other hand, the limitations are related to the integration of CRM practices across all points of contact and the maintenance of data quality.This study makes theoretical contributions by connecting CRM theories with actual implementations, emphasising the changing role of technology and human interaction in enhancing CRM effectiveness. This study enhances the current CRM literature by offering in-depth understanding of a particular retail environment, opening up opportunities for further investigation into upcoming technologies and CRM tactics across other retail sectors.Ultimately, the results emphasise the crucial significance of CRM methods in cultivating client connections and promoting retail achievements in the digital age. Retail managers may use these observations to continually enhance their CRM strategies, while researchers are urged to explore more into the ever-changing environment of CRM to further enhance retail efficiency and consumer involvement.

DESIGNING A CUSTOMER LOYALTY PROGRAM WEB SERVICE

Currently, bonus programs from various companies are very popular, using which companies increase the loyalty of the company's customers, thereby ultimately increasing profits. The article describes the process of developing a web service of the company's loyalty program. The subject area has been studied, different types of loyalty programs have been considered, and its own loyalty program has been developed, which formed the basis for the model of the web service being developed. Next, an overview and analysis of development tools is performed, the most suitable technology stack for implementation is proposed using the example of the .Net Framework platform for implementing the server side and using open libraries to implement the user interface. Based on the analysis of the subject area and the development tools intended for use, a database model of the system was developed, and a database management system represented by MySQL was selected. The architecture of the system was designed using the MVC architectural pattern, Onion design patterns and Repositories, and a scheme for the implementation of the methods of operation of the web service with client accounting systems was proposed. A cashback service project has been developed, which is a web application that interacts with client programs. A module for integration into accounting systems has been developed, using the example of such software products as Topaz-gas station, Frontol and 1C.

Airline Market Risks and Management Discussion and Analysis (MD&A): A Thematic Study

This research endeavors to assess airline executive decision-making coping with critical crises during the pandemic by scrutinizing the Market Risks and Management Discussion and Analysis (MD&A) sections within the 10-K financial reports. This study delves into the quarterly financial reports (10-Q) of Delta Air Lines (DAL) spanning from the 1st quarter (Q1) of 2020 to the second quarter (Q2) of 2023 and discovered primary challenges and market risks that were of concern to top executives. To underscore the significance of top executives’ decision-making activities within a chosen airline, this research project explores significant discussions disclosed in the financial reports. The findings show “revenue”, “cost”, and “fleet” were three most discussed topics while “liquidity, asset, and payable accounts”, “failing cost-saving strategies and poor Return on Investment (ROI)”, “policy changes in ticket cancellation and frequent flyer program”, “failing new technology”, and “proprietary data security” emerged as the top five market risks during the COVID-19 pandemic. Executives responded to these challenges by implementing corresponding strategies aimed at ensuring sustainability, such as labor downsizing, reforms to retirement plans, flight frequency reduction, simplification of aging fleets, cancellation of aircraft orders, cost-reduction initiatives, and adjustments to routes and hubs, among other measures. Noticeably, frequent flyer loyalty program remained lucrative.

Financial and Economic Situation and Development Features of Aviation Industry Entities

The relevance of the problem is determined by the fact that under the conditions of sanction pressure on the economy of the Russian Federation and periodic restrictions on the movement of air vehicles in international airspace, gaps arise in the continuity of functioning of aviation industry entities, creating barriers to obtaining and maximizing profi ts. The purpose of the study is to analyze the fi nancial and economic situation of aviation industry entities and determine the conditions for their further development. Materials and research methods — the systematic approach and situational analysis used in writing the article were based on processing the resources of information retrieval systems: GARANT, Consultant Plus. Also, the use of abstraction, grouping and series of dynamics of revenue, cost and profi t of the largest airlines in Russia made it possible to identify the priorities and causes of the fi nancial decline of the leaders of the national aviation market. As a result of the analysis of indicators of transport work and the aircraft fleet of the Russian air transport system, the reasons and possibilities for ensuring the availability of air transportation through the implementation of government support measures, including subsidizing the transportation of citizens and the development of regional transportation, were established. The article provides facts based on the results of the analysis of the Comprehensive Program of the current state and development of the aviation industry of the Russian Federation until 2030, among which important attention is paid to the need to achieve a gradual reduction in the number of foreign-made aircraft fl eet. The article reflects that the priority factors influencing the determination of consumer choice in the aviation market are: effective on-board technologies; network route offers and various loyalty programs for regular customers of passenger services. The authors of the article identified the reasons for the decline of PJSC Aeroflot, which was experiencing fi nancial difficulties and the risk of losses. The directions for further development of the largest airlines in Russia have been determined, taking into account «targeted» subsidizing measures and improving measures of state support for subjects of the Russian airline business.

Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers

Customer–firm relationship affects firm performance, and loyalty programs are a popular tool to enhance this relationship in service industries. An essential measure of a loyalty program’s effectiveness is its members’ point redemption behavior. Customers engage more with the firm when they periodically redeem points. However, current studies find that customers tend to stockpile rather than redeem points. In this research, the authors investigate the relationships between customer relationship characteristics in loyalty programs (i.e., purchase depth, purchase breadth, purchase recency, redemption depth, redemption breadth, and redemption recency) and customers’ point redemption behavior. The empirical analyses show that customers with higher purchase depth and redemption recency are more likely to redeem points. However, customers with higher purchase breadth, purchase recency, redemption depth, and redemption breadth are less likely to redeem points. In addition, once deciding to redeem, customers with higher purchase breadth and purchase recency will redeem more points. The results imply that managers should motivate point redemptions among customers who purchase a lot from the firm but are concentrated on their purchases and redemptions. The findings also indicate that point redemption is a valuable tool to regain customers who are drifting away from the firm.

The Succesful Reasons on Pang Dong Lai Supermarket

The essay uses Pang Dong Lai Supermarket in Henan Province as an example. First, it describes the basic circumstances of Pang Dong Lai Company. In a competitive market environment, Pang Dong Lai Supermarket continues to develop its business scale and market share by opening more branches in Henan Province and vigorously marching into surrounding provinces and cities. By constantly expanding its business scale, the supermarket is able to better meet consumer demand and improve its market competitiveness. In addition, the effect of service quality and after-sales service on the success of Chinese supermarket chains was investigated in terms of customer happiness, loyalty programs, and retail dynamics. According to the investigation, strong service quality and after-sales service are critical to supermarket performance and can help Pang Dong Lai Supermarket solve its challenges. Furthermore, the article underlines how employee wellbeing affects a company's ability to innovate, as well as the importance of customer service and employee satisfaction in economic success. Overall, service quality and after-sales support have a substantial impact on grocery companies' performance. To operate in a competitive market, supermarket chains must prioritize consumer requirements, enhance staff welfare, establish a positive brand image, and innovate to react to market changes.

An Analysis of the Influence of Customer Participation in Airline Loyalty Programs: A Multi-Group Examination

Loyalty programs have long been seen as a critical factor in the success of many businesses. While there has been extensive research into the benefits, satisfaction, perceived functional value, and loyalty associated with LPs, few studies have sought to compare these results across different consumer groups. This study aims to examine how user involvement levels relate to airline loyalty programs. The survey collected 429 responses from individual members of airline loyalty programs, using multi-group analysis with Partial Least Squares Structural Equation Modeling. The findings indicate that satisfaction and perceived value mediate the relationship, while consumer involvement moderates it. A distinction was found between the two consumer groups regarding hedonic benefits, satisfaction, and loyalty. This research makes a valuable contribution to the airline industry by emphasizing the importance of loyalty program benefits and highlighting consumers' role in these programs. Furthermore, it offers practical insights for future research endeavors

Features of organizing trade processes of a small enterprise on the case of a grocery store

This article describes the features of organizing trade processes of a small enterprise using the case of a grocery store. The issues of choosing a store location, forming an assortment of products, working with suppliers, organizing customer service, working with a cash register and accounting, as well as constant range updating and organizing the delivery and storage of fresh products are considered. Methods of combating competition from supermarkets and attracting customers through loyalty programs and promotions are described. The advantages and disadvantages of organizing trade processes in a grocery store are analyzed. This article will be useful for beginner entrepreneurs who want to open their own store and receive practical advice on organizing trade processes.

Drivers of loyalty and consumer satisfaction with shearing urban mobility services: Carsharing, ridesharing, bikesharing, and kicksharing

Aim. To identify drivers of loyalty and consumer satisfaction with urban mobility shearing services.Objectives. To determine the characteristics of the use of shearing services; to formulate issues for shearing services that require priority attention; to identify drivers of loyalty and barriers to the use of shearing services, as well as drivers of user satisfaction with shearing services; to formulate recommendations for the development of the quality of shearing services.Methods. The authors applied the method of sociological survey (with participation of 615 respondents who use urban mobility sharing services at least once a year). The NPS index was used to identify drivers of loyalty, CSI index was used to detect drivers of customer satisfaction. The study was conducted in the context of such sharing services as carsharing, ridesharing, bikesharing and kicksharing, taking into account the relevant specific determinants of the quality of sharing services. The results were processed using general scientific methods of analysis and synthesis of information. Results. Users are loyal to carsharing, bikesharing and kicksharing, but not loyal to ridesharing. However, they are satisfied with ridesharing services in all four segments. The main drivers of loyalty were the convenience of using the services as an alternative to public transportation and the relative cheapness of the service. Respondents consider safety issues to be the main barrier. To a greater extent, consumers are satisfied with the technical side of the use of sharing services (we are talking about the convenience of the mobile application, confidentiality of personal data, technical condition of the car). Consumers are less satisfied with the speed of registration, loyalty programs, and the cost of insurance.Conclusions. Due to the fact that users are not loyal to ridesharing, operators of these services should primarily pay attention to safety during the trip, social capital of drivers (rating system), as well as the variety and number of available routes. In general, the area of growth of competitiveness of the shearing services on transport can be traced in the improvement of product metrics of web and mobile versions of applications, development of loyalty programs and pricing of insurance products

ORGANISATIONAL SUPPORT FOR THE APPLICATION OF EFFECTIVE MANAGEMENT METHODS IN THE OPERATIONS OF RESTAURANT ESTABLISHMENTS

The article studies the main aspects of effective management methods for restaurant establishments. Attention is on the issues of content, goals, and advantages of using the mentioned methods. The study aims to systematise methodical approaches for ensuring the effective management of restaurant establishments. The emphasis of the work is on the fact that by February 2022, the establishments of the restaurant sector were actively developing, exerting a positive influence on all spheres of economic life. Russian armed aggression had a devastating effect on economic spheres, including restaurant businesses. To gradually restore their operations, support the state’s economy, and fill the country’s budget, from 2023, numerous restaurants began to resume their work. Today, every restaurant must find innovative forms and ways of functioning. According to the authors, such management tools as catering, BTL, and neuromarketing can act as effective levers for significantly increasing the performance of restaurants. Catering, as a type of outside restaurant service, is rightfully considered the top flight in this field. Thanks to catering, the restaurant is not limited to just selling food but also can provide services, comfort, and a suitable atmosphere for relaxation. BTL marketing aims at targeted communication with potential consumers at points of sale or during personal contact. The article emphasises that utilising BTL tools by restaurants, such as loyalty programmes, holding various culinary events, leafleting, and neuromarketing in BTL promotions, can ensure the effectiveness of restaurant development. Additionally, the article substantiates the expediency of using ATL and TTL marketing by restaurants. The authors also explore another tool, namely aroma marketing. As a unique marketing tool for stimulating consumer behaviour, it significantly increases customer satisfaction, affects the productivity of the staff of businesses, and improves the quality and efficiency of work. The authors emphasise that catering, BTL, and neuromarketing carry the potential to improve the development of restaurant establishments. The practical value of the research lies in the study of organisational aspects of the influence of the specified management tools specifically for enterprises in the restaurant sector. Keywords: restaurant businesses, catering, BTL marketing, ATL marketing, TTL marketing, neuromarketing.

How Do Information Quality, E-service Quality, And System Quality Enhance Customer Satisfaction for Airbnb?

This research study delves into the dynamic interplay between information quality, service quality, e-service quality, customer satisfaction, repurchase intention, and customer loyalty within the Airbnb platform, offering significant insights and practical implications for the sharing economy and online platforms. Utilizing a quantitative research approach, the study examines the complex relationships among these factors, drawing on empirical evidence to enhance our understanding of consumer behavior in the context of Airbnb. The study's findings reveal a significant positive correlation between information quality and customer satisfaction, highlighting the pivotal role of clear, accurate, and reliable information in influencing consumer perceptions and trust. Similarly, both service quality and e-service quality are found to have substantial positive relationships with customer satisfaction, underscoring the importance of high-quality service delivery in both physical and digital realms. Furthermore, the research identifies a strong positive association between customer loyalty and repurchase intention, suggesting that loyal customers are more likely to continue using Airbnb services in the future. These insights have profound implications for Airbnb and similar platforms in the sharing economy, suggesting that prioritizing information transparency, user-friendly interface design, quality customer service, and loyalty programs can significantly enhance user experiences, foster trust, and ensure steadfast consumer loyalty. The practical applications of this study advise platforms like Airbnb to focus on improving the accuracy and transparency of information, investing in intuitive and error-free user interfaces, offering efficient customer service, and implementing loyalty programs to cultivate long-term customer relationships and promote repeat business. The study also discusses the limitations encountered, including the constraints of a quantitative approach that may not fully capture the breadth of customer experiences and viewpoints, the sample size which might not accurately reflect the diversity of Airbnb's customer base, and the reliance on online data collection that may exclude certain segments of the population. These limitations suggest avenues for future research, emphasizing the need for incorporating qualitative methodologies, expanding the sample size for greater generalizability, and diversifying data collection methods to include a broader spectrum of user experiences. In conclusion, this research contributes to the existing body of knowledge by empirically demonstrating the crucial impact of information quality, service quality, and e-service quality on customer satisfaction, loyalty, and repurchase intentions in the Airbnb context. It offers valuable recommendations for enhancing service delivery and customer experience in the sharing economy, highlighting the strategic importance of building and maintaining customer loyalty for the sustained success of platforms like Airbnb.

Customer Churn Prediction Using Machine Learning Algorithms

In today’s highly competitive industries, retaining customers is vital for sustaining business growth and profitability. Customer churn, the phenomenon where customers switch from one service provider to another, poses a significant challenge for different companies. Predicting churn can help these companies take proactive measures to retain valuable customers. This study explores the application of machine learning algorithms for predicting customer churn in different industries like Telecom Industry, IT and Banking Sector. Additionally, the research contributes to the existing body of knowledge in the field of customer churn prediction, showcasing the potential of machine learning algorithms in addressing complex business challenges. The project begins with data collection and preprocessing, involving the extraction and cleaning of relevant features from diverse sources such as customer interactions, transaction history, and demographic information.The predictive modeling phase employs state-of-the-art machine learning algorithms, including but not limited to logistic regression, decision trees and random forest, feature engineering is employed to enhance the model's ability to capture nuanced customer behavior. The dataset is split into training and testing sets to evaluate model performance accurately.The outcomes of this project have practical implications for businesses aiming to proactively manage customer retention strategies. By identifying potential churners early, companies can implement targeted interventions, personalized marketing strategies, and loyalty programs to mitigate the risk of customer loss and foster long-term relationships.

How is your loyalty programme going? A framework for a loyalty programme performance indication system

One of the root causes of the failure of membership programmes introduced by many companies is the lack of a systematic performance evaluation framework that can design, monitor and evaluate membership programmes tailored to the company’s own circumstances. This paper proposes a loyalty programme performance evaluation framework called MemPIS to help use the loyalty programme as a strategic platform for digital customer management and to provide a standard for optimising a company's loyalty programme. Using the MemPIS framework, this paper emphasises profitability, stability, growth potential and activeness of membership when evaluating programmes from a financial perspective, and suitability of tier design, reward design, point design and membership operation for the evaluation of programmes from a non-financial perspective. After developing candidate evaluation indicators and measurable matrixes for each evaluated subject, these are applied to a Korean cosmetics company to test the practical validity of the research and to suggest improvements to the membership programme to the company. Weights for all evaluative perspectives, subjects and indicators evaluated were calculated through AHP analysis. This research found that MemPIS can not only reveal the problems of a company's membership programme, but also suggest directions for improvement in the future.

An Investigation of the Effect of Service Quality on Customer Satisfaction: A Case of Zanaco Bank

The key to surviving in a global market is to focus on quality of service to customers. Every organization should focus on providing quality service to its customers. ZANACO Bank has implemented several service quality features and systems such as: B. changing the interior design of bank buildings, investing in technologies and bringing services closer to customers through ZANACO express agents, mobile banking and opening new branches. Therefore, the study examined the impact of service quality on customer satisfaction using ZANACO Bank as an example. A survey of 397 customers of ZANACO Bank was conducted at the main branch in Lusaka. The study used descriptive and causal designs. The study analyzed the data by determining frequencies, percentages, and means, and the study used Spearman correlation analysis to determine the effect. The study found that the service quality attributes important to bank customers were prompt customer support, politeness of bank employees, accuracy of bank transactions, security of banking services, customer support, convenient business hours, reliability of banking services and affordability (cost) of services. The study found that banks' responsiveness, accuracy, reliability and empathy have a significant impact on customer satisfaction, while tangible attributes have little or no impact on customer satisfaction. Customer satisfaction had a strong positive effect on customer loyalty, with a correlation coefficient of 0.9264, statistically significant at a p-value of 0.0001. The study therefore recommended that: Banks should focus more on reliability, security, empathy and responsiveness to increase customer satisfaction; Offering incentives such as reducing bank fees; and the use of customer loyalty programs to remain competitive.

ENHANCING JOB PERFORMANCE: EXPLORING THE IMPACT OF EMPLOYEE LOYALTY AND TRAINING ON QUALITY HUMAN RESOURCES PRACTICES

The current phase of globalization brings significant challenges to both private and public sectors globally, driven by rapid technological advancements and intense competition. In this context, the effectiveness of organizations depends crucially on the quality of their workforce and workplace practices. However, existing studies on job performance often overlook the pivotal roles of employee loyalty and training programs in fostering quality human resources. This study addresses this gap by examining how quality human resources practices influence job performance, with a focus on the mediating role of employee loyalty and the contribution of training and development programs. Using Partial Least Squares Structural Equation Modeling (PLS-SEM) and survey data from 175 individuals in Ghanaian public hospitals, our findings underscore the significant positive impact of both employee loyalty and training and development opportunities on job performance. Moreover, we reveal that employee loyalty fully mediates the relationship between quality human resources and job performance. Furthermore, our results indicate that the association between employee loyalty and job performance is moderated by the availability of training and development opportunities. These findings emphasize the importance of prioritizing training and development programs to enhance employee loyalty, thereby improving job performance.