Kundlojalitet inom svensk herrelitfotboll : En studie i samarbete med IF Elfsborg

Sammanfattning: ABSTRACT   Author: Johan Pettersson Title: Customer Loyalty in the Swedish men's elite football - a study with IF Elfsborg Purpose Increase understanding of how to increase customer loyalty when it comes to Swedish elite football. Method A qualitative study using semi-structured interviews for deeper access to the what the people I interviewed feel about the subject. The interviews are conducted with IF Elfsborgs club president Stefan Andreasson, Goran Lohne who works with media and events, and Eric Sjölin who are supportercontact. In addition to those I alsointerviewed the supporters club Guliganernas President Anders Hultin. Analysis and conclusion The first impression and attitude is very important when a person goes from a one-timebuyers into loyal customers. This is both the theories and the interviewees opinion. Through staff training and records of how the club would like the first impression and attitude to be the clubs can reach a good level of first impression. Suggestions for further research To carry out similar studies on additional clubs, other divisions and women's football and examine how a first impression and response should be. Keywords Consumer behavior, customer loyalty, sports, football and first impressions