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Relationship between Customers' Loyalty and Income: Preliminary Research

Igor Klopotan ; Sveučilište Sjever, Hrvatska
Kristina Vrhovec-Žohar ; Sveučilište Sjever, Hrvatska
Edita Mahič ; Faculty of Commercial and Business Sciences, Slovenia

Sažetak

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.

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Ključne riječi

Hrčak ID:

251682

URI

https://hrcak.srce.hr/251682

Datum izdavanja:

31.10.2015.

Posjeta: 408 *