Central European Business Review 2014, 3(2):7-13 | DOI: 10.18267/j.cebr.79

Loyalty Programs in E-commerce and their Perception by the Young Adult Internet Population

Radek Tahal
Mgr. Radek Tahal, Ph.D., Assistant Professor, Department of Marketing, Faculty of Business Administration, University of Economics, Prague, W. Churchill Sq. 4, 13067 Prague, Czech Republic, radek.tahal@vse.cz

One of the topical themes of today's marketing is customer loyalty. There are many tools that can be used to attract a customer and make him loyal. Most frequently applied are special loyalty programs. Some of them are well designed; others are often difficult to understand and they do not bring positive effect. This paper concentrates on e-shop loyalty programs with regard to the young generation of customers. Based on primary data, the goals of e-shops' loyalty programs are compared to the loyalty benefits preferred by customers. Whereas e-shop providers often remunerate their customers on the scheme of cumulative purchase history, customers appreciate an instant reward, regardless of whether it's small or not.

Keywords: loyalty; customer satisfaction; online retail; loyalty program
JEL classification: M31

Received: January 20, 2014; Revised: May 12, 2014; Published: June 30, 2014  Show citation

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Tahal, R. (2014). Loyalty Programs in E-commerce and their Perception by the Young Adult Internet Population. Central European Business Review, 3(2), 7-13. doi: 10.18267/j.cebr.79
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