Original scientific paper
https://doi.org/10.1515/bsrj-2016-0006
Impact of Income on Customers' Loyalty: Are Customers with Higher Income more Loyal?
Igor Klopotan
orcid.org/0000-0002-9935-6669
; University North, Croatia
Kristina Vrhovec-Žohar
; University North, Croatia
Edita Mahič
; Faculty of Commercial and Business Sciences, Celje, Slovenia
Abstract
Background: Recent research on customers’ loyalty mostly focuses on several indicators, such as price, income and promotion. However, the level of income and its impacts on customers' loyalty have not been investigated in greater details. Objectives: The main goal of this research is to investigate how different levels of income influence customers' loyalty. Methods/Approach: This paper tries to investigate customers' attitudes towards selected loyalty determinants, based on the survey research. Results: Several different factors which influence customers' loyalty are identified. Research results confirmed that the level of income has a significant influence on customers’ attitude towards loyalty determinants in Croatia. Conclusions: Besides the scientific contribution, this research on customers’ loyalty also has practical implications important when undertaking further steps for developing conceptual models of customers’ loyalty.
Keywords
marketing; loyalty; economics; customer loyalty management
Hrčak ID:
158302
URI
Publication date:
1.3.2016.
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