Title: Assessing loyalty program service quality of departmental stores in India

Authors: Pavleen Soni; Renu Bhardwaj

Addresses: University Business School, Guru Nanak Dev University, India ' Guru Gobind Singh Khalsa College, Sarhali, Tarn Taran, India

Abstract: Effectiveness of loyalty programs in fostering repeat patronage depend upon on its design as well as on service quality. The present study seeks to explore loyalty program service quality offered by departmental stores in India and to explore as to how it varies across demographics and personal consumer factors. Scale developed by Omar and Musa (2011) has been adapted to measure perceived LPSQual. The target respondents for this study are people residing in Delhi. A usable response of 741 respondents has been acquired through structured questionnaire. Data have been analysed through descriptive statistics, confirmatory factor analysis and regression analysis using SPSS 19.0 and AMOS 19.0. The findings of the present shed light on demographic and personal variables affecting perceptions of customers regarding LPSQual. Some important observations have also been made about findings of interaction analysis which throw light on the role of important predictors in influencing perceived LPSQual.

Keywords: loyalty program service quality; LPSQual; departmental stores; loyalty programs; India.

DOI: 10.1504/IJBG.2021.113795

International Journal of Business and Globalisation, 2021 Vol.27 No.4, pp.536 - 552

Received: 25 Jul 2018
Accepted: 07 Feb 2019

Published online: 31 Mar 2021 *

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