Mažmeninės prekybos lojalumo programos malaizijoje

Nuosavas kapitalas, vertė, pasiteṅkinimas, pasitikejimas ir lojalumas

Translated title of the contribution: Retail loyalty programs in Malaysia: the relationship of equity, value, satisfaction, trust, and loyalty among cardholders

Research output: Contribution to journalArticle

20 Citations (Scopus)

Abstract

This study examines loyalty programs in Malaysia in terms of perceived equity, value, program satisfaction, program trust, and store loyalty. A total of 400 questionnaires were collected from cardholders in Klang Valley, Malaysia. The hypotheses were based on social exchange and equity theories. The structural equation model that assessed the relationship between the proposed variables was tested using AMOS 6.0. The findings revealed that perceived equity and perceived value of the loyalty program significantly influence program satisfaction and trust. Program trust was the most important predictor of store loyalty. Limitations of the study and recommendations for future research are discussed.

Original languageUndefined/Unknown
Pages (from-to)332-352
Number of pages21
JournalJournal of Business Economics and Management
Volume12
Issue number2
DOIs
Publication statusPublished - 2011

Fingerprint

Retail
Loyalty
Equity
Loyalty programs
Malaysia
Store loyalty
Equity theory
Social exchange theory
Predictors
Structural equation model
Questionnaire
Perceived value
Social equity

Keywords

  • Loyalty program
  • Malaysia
  • Perceived equity
  • Perceived value
  • Retail
  • Satisfaction
  • Store loyalty
  • Trust

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)
  • Economics and Econometrics

Cite this

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title = "Mažmeninės prekybos lojalumo programos malaizijoje: Nuosavas kapitalas, vertė, pasiteṅkinimas, pasitikejimas ir lojalumas",
abstract = "This study examines loyalty programs in Malaysia in terms of perceived equity, value, program satisfaction, program trust, and store loyalty. A total of 400 questionnaires were collected from cardholders in Klang Valley, Malaysia. The hypotheses were based on social exchange and equity theories. The structural equation model that assessed the relationship between the proposed variables was tested using AMOS 6.0. The findings revealed that perceived equity and perceived value of the loyalty program significantly influence program satisfaction and trust. Program trust was the most important predictor of store loyalty. Limitations of the study and recommendations for future research are discussed.",
keywords = "Loyalty program, Malaysia, Perceived equity, Perceived value, Retail, Satisfaction, Store loyalty, Trust",
author = "Omar, {Nor Asiah} and {Syed Shah Alam}, {Syed Shah Alam} and {Abd Aziz}, Norzalita and Nazri, {Muhamad Azrin}",
year = "2011",
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journal = "Journal of Business Economics and Management",
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AU - Omar, Nor Asiah

AU - Syed Shah Alam, Syed Shah Alam

AU - Abd Aziz, Norzalita

AU - Nazri, Muhamad Azrin

PY - 2011

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AB - This study examines loyalty programs in Malaysia in terms of perceived equity, value, program satisfaction, program trust, and store loyalty. A total of 400 questionnaires were collected from cardholders in Klang Valley, Malaysia. The hypotheses were based on social exchange and equity theories. The structural equation model that assessed the relationship between the proposed variables was tested using AMOS 6.0. The findings revealed that perceived equity and perceived value of the loyalty program significantly influence program satisfaction and trust. Program trust was the most important predictor of store loyalty. Limitations of the study and recommendations for future research are discussed.

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KW - Retail

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