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Relationship between Customers' Loyalty and Income: Preliminary Research

In: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Kotor, Montengero, 10-11 September 2015

Author

Listed:
  • Klopotan, Igor
  • Vrhovec-Žohar, Kristina
  • Mahič, Edita

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.

Suggested Citation

  • Klopotan, Igor & Vrhovec-Žohar, Kristina & Mahič, Edita, 2015. "Relationship between Customers' Loyalty and Income: Preliminary Research," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2015), Kotor, Montengero, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Kotor, Montengero, 10-11 September 2015, pages 369-374, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
    • Handle: RePEc:zbw:entr15:183671
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    More about this item

    Keywords

    customer relationship management; economics; customer loyalty management;
    All these keywords.

    JEL classification:

    • C1 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General
    • D3 - Microeconomics - - Distribution
    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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