finally the results indicated a moderate degree of loyally programs development examined through information intersity thus items related to analysis of customers socioeconomic characteristics customers life-style characteristics spending patterns of individual customer aggregate usage of the loyalty program and criteria for dropping customer from the loyalty programs had mean values lower than 3,99
comparing the two hotel categories surprisingly information management seemed to be more developed in first-class than in luxury hotels. luxury hotels had better performance only analyzing the spending patterns of individual customer aggregate usage of the loyalty programs and using information in order to tailor promotional offers to individual customer preferences once again the mann-whitney U test did not confirm the statistical significance of differences between frist-class and iuxury hotels