Research Article
Enhancing Customer Loyalty in the Tourism Sector: A Systematic Literature Review to Identify Customer Loyalty Drivers
@INPROCEEDINGS{10.4108/eai.30-10-2024.2354731, author={Ari Respati and Andriani Kusumawati and Edy Yulianto and Agung Nugroho Luthfi Imam Fahrudi}, title={Enhancing Customer Loyalty in the Tourism Sector: A Systematic Literature Review to Identify Customer Loyalty Drivers}, proceedings={Proceedings of the 3rd International Conference on Public Administration and Governance, ICOPAG 2024, 30 October 2024, Malang, Indonesia}, publisher={EAI}, proceedings_a={ICOPAG}, year={2025}, month={5}, keywords={customer loyalty customer satisfaction service quality hospitality tourism}, doi={10.4108/eai.30-10-2024.2354731} }- Ari Respati
Andriani Kusumawati
Edy Yulianto
Agung Nugroho Luthfi Imam Fahrudi
Year: 2025
Enhancing Customer Loyalty in the Tourism Sector: A Systematic Literature Review to Identify Customer Loyalty Drivers
ICOPAG
EAI
DOI: 10.4108/eai.30-10-2024.2354731
Abstract
The main objective of this research is to identify the factors that influence customer loyalty in the tourism sector. The research uses a Systematic Literature Review (SLR) method. A total of 529 relevant articles were identified, with research activity in this area increasing notably after 2009, reaching its highest peaks in 2022, 2015, and 2019. Most of these publications originated from the United States, followed closely by China, Spain, and Taiwan. The study identifies several critical factors influencing customer loyalty, such as customer satisfaction, service quality, brand image, trust, perceived value, corporate social responsibility, customer experience, and customer identification. These findings provide valuable insights for enhancing customer retention strategies in the tourism industry. The implication is that this article provides a strong theoretical foundation for further research development in customer loyalty and offers practical guidance for the tourism industry to design more effective and innovative customer retention strategies.
