Pengaruh e-service Quality, Customer Relationship Management dan Promosi Terhadap Loyalitas Pelanggan Online Booking di Aplikasi Traveloka

Abstract

This research aims to determine the influence of E-Service quality, Promotions and Customer Relationship Management on the Traveloka online booking application. The data used in this research is primary data. Primary data is data obtained first hand by researchers. The data collection method used was a questionnaire. The population in this study were all consumers using the Traveloka application. The samples in this study were non-probability sampling using a purposive sampling technique with certain criteria including having made a transaction at least once via the Traveloka application, being at least 17 years old with a minimum of high school education. The number of samples in this study was 120 respondents taken using the hair formula. Data analysis in this research uses Multiple Linear Regression Analysis. Based on the results of the research and discussion, it can be concluded that Variable E Service Quality (X1) has no significant influence on Customer Loyalty (Y) Online Booking on the Traveloka Application. Customer Relationship Management Variable (X2) has a significant influence on Customer Loyalty (Y) Online Booking on the Traveloka Application. Promotion Variable (X3) has a significant influence on Customer Loyalty (Y) Online Booking on the Traveloka Application.