Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019)

Analysis of Line Application Deployment Using Customer Relationship Management Approach to Customer Loyalty in GO-US

Authors
Madyus Randika, Nesa Aulia Andestra, Suci Inayah, Dina Mayang Sari, Annisa Raidatul Jannah, Ali Ibrahim
Corresponding Author
Ali Ibrahim
Available Online 6 May 2020.
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/).

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Volume Title
Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019)
Series
Advances in Intelligent Systems Research
Publication Date
6 May 2020
ISBN
978-94-6252-963-2
ISSN
1951-6851
DOI
10.2991/aisr.k.200424.102How to use a DOI?
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  -