Relationship between Customers' Loyalty and Income: Preliminary Research

Igor Klopotan, Kristina Vrhovec-Žohar and Edita Mahič

A chapter in Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Kotor, Montengero, 10-11 September 2015, 2015, pp 369-374 from IRENET - Society for Advancing Innovation and Research in Economy, Zagreb

Abstract: Customer relationship management has a great role in customers' loyalty and satisfaction. However, it is questionable if companies are facing their customers with adequate care. Research that analyzes income and its impact to customers' loyalty, especially in post-transition countries is scare. This paper investigates customers' attitudes towards selected loyalty determinants. In order to achieve the goal, empirical research on the sample of Croatian customers has been conducted. The respondents were classified into three groups regarding income level and then compared using Kruskall-Wallis test.

Keywords: customer relationship management; economics; customer loyalty management (search for similar items in EconPapers)
JEL-codes: C1 D3 M00 (search for similar items in EconPapers)
Date: 2015
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