Business, Management and Accounting
5 years ago

Traveloka Loyalty Program Boosts Customer Satisfaction and Retention Success!

TRJ Tourism Research Journal
Customer Retention Strategy Through Customer Satisfaction and Customer Loyalty: The Study on Traveloka Loyalty Program
Fiona Poetri Komalasari, Surya Budiman

Paper Summary

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The study focused on how Traveloka used a loyalty program to keep customers satisfied and loyal. They aimed to build a strong customer base and prevent them from going to competitors. The customers were very satisfied with Traveloka, scoring it 3.91 out of 5. They also showed high loyalty, scoring it 4.04 out of 5. Overall, Traveloka's customer satisfaction and loyalty averaged at 3.97. The research found that Traveloka's loyalty program was effective in retaining customers.