Relationship between Customers' Loyalty and Income: Preliminary Research

6 Pages Posted: 20 Nov 2018

See all articles by Igor Klopotan

Igor Klopotan

University North

Kristina Vrhovec-Žohar

University North

Edita Mahič

Faculty of Commercial and Business Sciences, Slovenia

Date Written: September 10, 2015

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

JEL Classification: C1, D3, M00

Suggested Citation

Klopotan, Igor and Vrhovec-Žohar, Kristina and Mahič, Edita, Relationship between Customers' Loyalty and Income: Preliminary Research (September 10, 2015). 2015 ENTRENOVA Conference Proceedings, Available at SSRN: https://ssrn.com/abstract=3281909 or http://dx.doi.org/10.2139/ssrn.3281909

Igor Klopotan (Contact Author)

University North ( email )

Koprivnica
Croatia

Kristina Vrhovec-Žohar

University North ( email )

Koprivnica
Croatia

Edita Mahič

Faculty of Commercial and Business Sciences, Slovenia ( email )

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