Tourism Reserch Journal
Vol 2 No 1 (2018): (TRJ) Tourism Research Journal

Customer Retention Strategy Through Customer Satisfaction and Customer Loyalty: The Study on Traveloka Loyalty Program

Fiona Poetri Komalasari (Sekolah Tinggi Pariwisata Trisakti)
Surya Fajar Budiman (Unknown)

Article Info

Publish Date
26 Oct 2018

Abstract

Customer loyalty and customer retention is very closely related, customer loyalty stopped customer churn and strengthen the customer retention. The primary aim of retention strategy is to build a strong customer base and to prevent them from drifting towards other competitor. Traveloka as a travel supplier company, is the leading online travel agent in Indonesia. The customers satisfaction has an average score of 3,91. The result signify that Traveloka is successful in obtaining its customers’ satisfaction The customer loyalty has an average score of 4,04. Traveloka has managed to reach customer loyalty Traveloka customer satisfaction and loyalty are obtained as presented through chapter IV that the average is 3,97. In this research, Traveloka customer retention strategy using loyalty program is proven to be effective.

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Journal Info
Tourism Reserch Journal
Website

Abbrev

trj

Publisher

Sekolah Tinggi Pariwisata Trisakti

Subject

Education Social Sciences Transportation Other

Description

TRJ Tourism Research Journal, ISSN 2598-9839 (online) is published twice a year in April and October by Program Studi Magister Pariwisata, Sekolah Tinggi Pariwisata Trisakti. TRJ Tourism Research Journal welcomes original manuscripts of scientific research result and actual case study, as well as ...