Analysis of Line Application Deployment Using Customer Relationship Management Approach to Customer Loyalty in GO-US
- DOI
- 10.2991/aisr.k.200424.102How to use a DOI?
- Keywords
- Customer Relationship Management, customer loyalty, LINE, sampling techniques, students
- Abstract
Competition among online cab service providers in Sriwijaya university (Unsri) now is getting tougher. Line utilization of social media can be one strategy that could be used by the service provider. Go-Us is an online cab service provider who actively utilizes customer relationship management through social media (LINE) marketing to gain their customers loyalty. There is a positive effect on customer loyalty when providers do profitable campaigns, provide relevant and popular contents, and frequently update the contents on various social media platforms on LINE. This study was conducted by using sampling techniques and Isaac and Michael method. They were used to determine the samples related to the implementation of CRM applications on LINE to consumer loyalty to the Go-Us. The sample was 94 respondents who had used Go-Us services. The result was, the average percentage rate of consumer loyalty to the services was 50.7%. That meant more than half of the students who used Go-Us that consisted of 29.8% men and 70.2% women were satisfied with its services.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Madyus Randika AU - Nesa Aulia Andestra AU - Suci Inayah AU - Dina Mayang Sari AU - Annisa Raidatul Jannah AU - Ali Ibrahim PY - 2020 DA - 2020/05/06 TI - Analysis of Line Application Deployment Using Customer Relationship Management Approach to Customer Loyalty in GO-US BT - Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019) PB - Atlantis Press SP - 674 EP - 679 SN - 1951-6851 UR - https://doi.org/10.2991/aisr.k.200424.102 DO - 10.2991/aisr.k.200424.102 ID - Randika2020 ER -