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Mobile Multi-Brand Loyalty Programs: Elaborating Customer Value and Satisfaction

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  • Gokhan Aydin

    (University of Brighton, UK)

Abstract

This study, based on value theory, aims to shed light on our understanding of changing consumer perspectives on loyalty programs (LPs) within the digitally transformed retail environment by assessing the significance of value perceptions (i.e., monetary, hedonic, symbolic, knowledge) provided by LP benefits on member satisfaction. The value theory was expanded with the addition of personalization and information disclosure comfort constructs in accordance with the literature on mobile application adoption. The results of an online survey study on two leading coalition LPs in Turkey indicate that the monetary, hedonic, and symbolic values established by LP benefits are positively related to satisfaction. Furthermore, personalization was found to be a major factor that indirectly influences satisfaction through different perceptions of value. Privacy concerns, on the other hand, were found to have a significant but weak influence on satisfaction. Finally, the well-established effect of satisfaction on attitudinal loyalty was also confirmed.

Suggested Citation

  • Gokhan Aydin, 2022. "Mobile Multi-Brand Loyalty Programs: Elaborating Customer Value and Satisfaction," International Journal of E-Business Research (IJEBR), IGI Global, vol. 18(1), pages 1-25, January.
    • Handle: RePEc:igg:jebr00:v:18:y:2022:i:1:p:1-25
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    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJEBR.309397
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    References listed on IDEAS

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    1. Meyer-Waarden, Lars, 2015. "Effects of loyalty program rewards on store loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 22-32.
    2. Lars Meyer-Waarden, 2015. "Effects of loyalty program rewards on store loyalty," Post-Print halshs-01260493, HAL.
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    Cited by:

    1. Freddy Marilahimbilu Mgiba & Thozama Mxotwa, 2024. "Communicating Banking Cyber-security Measures, Customer Ethical Concerns, Experience, and Loyalty Intentions: A Developing Economy’s Perspective," International Review of Management and Marketing, Econjournals, vol. 14(3), pages 123-135, May.

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