Eureka! Institutional Repository

Hospitality brands are the pioneers of loyalty programs. Reward points, co-branded credit cards and multi-tiered programs find their origins in hotels and airlines. However, as times change, so too must brands’ strategies. Therefore, more and more companies shift their means of customer loyalty programs from plastic cards to mobile applications. Customers, however, are growing to expect personalization in almost every interaction they have with a brand, particularly when engaging on mobile, therefore the effective loyalty strategies focus on emphasizing personalization, thus making customers feel special. This Paper examines the development of a personalized service delivery system through a customer loyalty program with the use of mobile application and Bluetooth beacons for real-time tracking/positioning, intended for hotels-that was carried out with cooperation from the Greek company EPI SYSTEMS SA. To start off this project, we had to research in order to understand the basic concepts of marketing which helped us brainstorm ideas for the application’s features. We designed a loyalty program for the application (as customizable as possible) and then decided upon the application’s functions considered to be the most important for the customer and the hotel. We then designed the system’s architecture and selected the components’ technologies we would use (giving particular emphasis on bluetooth beacons, an indoor positioning technology which was provided to us by EPI SYSTEMS SA), and proceeded to the system’s implementation: Designing and implementation of the database, the server, and the Android application.