Work

Analysis of the Influence of Customer Relationship Management and Service Quality on Customer Loyalty at Avia Tour, Summarecon Mall Serpong

Year: 2024

Type: article

Abstract: Tourism is an activity conducted by individuals or groups to enjoy destinations with cultural, unique, or historical attractions. This study examines the influence of Customer Relationship Management (CRM) and service quality on customer loyalty at Avia Tour. The research adopts a quantitative approach using descriptive methods, with Avia Tour customers as the research subjects. The results show that CRM and service quality significantly influence customer loyalty. Effective customer relationship management and high-quality service collectively contribute to increasing customer loyalty at Avia Tour. In conclusion, both variables positively and significantly impact customer loyalty.

Source: Media Wisata

DOI: 10.36276/mws.v22i2.742

Authors: Sylviana Widjaya, Roozana Maria Ritonga

Institution: University of Bunda Mulia

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4404508193

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