ABSTRACT

This paper presents customer loyalty analysis and relationship management by incorporating fuzzy logic approach. We employ a case study of Jane and Juliet supermarket located in Uyo, Akwa Ibom State in Nigeria, where data are collected. We employed Knowledge-based system approach in gathering all the knowledge for the knowledge-base. We explore object oriented design tool in the development of our system. The system is developed using NETBEANS IDE, JAVA, MYSQL, MATLAB etc. The results obtained in this approach can allow companies to improve the customer equity, to launch loyalty programs, to automate mass customization, to maximize the customers’ value and, this way, the companies’ profit.