Improving The Performance of Customer Loyalty of Online Ticketing in Indonesia's Showbiz Industry

[摘要] Currently the entertainment industry is adopting online ticketing for supporting business from main products to profitability improvement. E-loyalty needs to be examined because are deals with less loyal customer characteristic. The sample are 249 customers whom have purchased for tickets online at least once. Data was gathered by questionnaires and analyzed by Path Analysis and Importance - Performance Analysis. The findings of the research indicate that satisfaction has the strongest relationship to e-loyalty. This study provides four improvement alternatives as a form of new business development strategy for showbiz industry in Indonesia.

[发布机构] Industrial Engineering Department, Faculty of Engineering, Universitas Indonesia, DEPOK-16424, Indonesia^1

[效力级别] 化学

[关键词] Customer loyalty;E-loyalty;Entertainment industry;Importance-performance analysis;Indonesia;New business development;Path analysis