Session
Management, Business and Economics
Description
Customer loyalty is at the core of human experience, which enables companies to gain competitive edge in currently tight markets. Customers aren’t always easy to please, and now more than ever, they look for satisfactory services.When customers know that their needs are paramount to company’s employees, returning to the retail is an easy decision. Satisfied customers are more likely to share their praise with others, thereby increasing the number of referrals the company receives.This article takes into account the theoretical review of customer loyalty and its benefits.
This article examines the applicability of customer’s loyalty over a supermarket chain in Kosovo, Viva Fresh. This paper applies quantitative research to one hundred Viva’s customers and analyzes were done with SPSS Statistics. The article concludes that customer satisfaction, switching cost and quality of products are main factors that affect customer loyalty in retail markets.
Keywords:
Customer Loyalty, Supermarkets, Current Customers
Session Chair
Nehat Ramadani
Session Co-Chair
Uragan Alija
Proceedings Editor
Edmond Hajrizi
ISBN
978-9951-437-59-2
First Page
83
Last Page
88
Location
Durres, Albania
Start Date
27-10-2017 4:45 PM
End Date
27-10-2017 6:15 PM
DOI
10.33107/ubt-ic.2017.246
Recommended Citation
Xhemaili, Jonida and Ramadani, Nehat, "Factors Affecting Customer Loyalty in Retail Chain in Kosovo" (2017). UBT International Conference. 246.
https://knowledgecenter.ubt-uni.net/conference/2017/all-events/246
Included in
Factors Affecting Customer Loyalty in Retail Chain in Kosovo
Durres, Albania
Customer loyalty is at the core of human experience, which enables companies to gain competitive edge in currently tight markets. Customers aren’t always easy to please, and now more than ever, they look for satisfactory services.When customers know that their needs are paramount to company’s employees, returning to the retail is an easy decision. Satisfied customers are more likely to share their praise with others, thereby increasing the number of referrals the company receives.This article takes into account the theoretical review of customer loyalty and its benefits.
This article examines the applicability of customer’s loyalty over a supermarket chain in Kosovo, Viva Fresh. This paper applies quantitative research to one hundred Viva’s customers and analyzes were done with SPSS Statistics. The article concludes that customer satisfaction, switching cost and quality of products are main factors that affect customer loyalty in retail markets.