Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Evaluating customer loyalty in association with CRM in freight forwarder firms
Jönköping University, Jönköping International Business School, JIBS, Centre of Logistics and Supply Chain Management.
Jönköping University, Jönköping International Business School, JIBS, Centre of Logistics and Supply Chain Management.
2012 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Introduction

Customer loyalty is one of the major issues that companies coping with in order to have a certain number of customers to survive and improve their businesses. The strategies of gaining loyal customers differ from one company to another according to their type of business. Since the customer loyalty is a branch of customer relationship management, this study aims to evaluate the activities of two freight forwarding companies for gaining loyal customers. 

Purpose

The thesis aims to answer the following research questions;

  • Which aspects in a freight forwarder that customer loyalty affects directly and indirectly?
  • What kind of CRM’s activities that companies use to improve their customer loyalty?
  • What are the benefits that companies can get from the improvement of customer loyalty?

Methodology

In this thesis, secondary data is used by utilizing journals, articles and books related to the topic. The primary data for empirical part is gathered through interviews with the operations managers of Link Shipping and Dragon Shipping. For our thesis, qualitative approach is followed by gathering written information rather than numbers.

Conclusion

The main conclusion of the thesis is the positive influence of customer loyalty strategies of freight forwarding companies overall progress. The outcomes of customer loyalty strategies not only help companies to gain loyal customers but also increase their reputation among the other companies. Relatively, for every freight forwarder it is crucial to have key accounts as their profit drivers. 

Place, publisher, year, edition, pages
2012.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hj:diva-18528OAI: oai:DiVA.org:hj-18528DiVA: diva2:534768
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2012-08-13 Created: 2012-06-18 Last updated: 2012-08-13Bibliographically approved

Open Access in DiVA

Evaluating customer loyalty in association with CRM in freight forwarder firms(851 kB)448 downloads
File information
File name FULLTEXT01.pdfFile size 851 kBChecksum SHA-512
2b96f054141b4aaa1c97f3112271e715178a4dfdfd6a359df21697ddcd8586e05f7f52f94ac808b1e50642124284535a4866239b552af38eb47d2a39b914afdf
Type fulltextMimetype application/pdf
fulltext(851 kB)2024 downloads
File information
File name FULLTEXT02.pdfFile size 851 kBChecksum SHA-512
2b96f054141b4aaa1c97f3112271e715178a4dfdfd6a359df21697ddcd8586e05f7f52f94ac808b1e50642124284535a4866239b552af38eb47d2a39b914afdf
Type fulltextMimetype application/pdf

By organisation
JIBS, Centre of Logistics and Supply Chain Management
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 2472 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 840 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf