Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

Tujuan dilakukannya penelitian ini adalah untuk menganalisis pengaruh positif Expense terhadap Loyalty, untuk menganalisis pengaruh positif Expense terhadap Customer Satisfaction Popularitas mobile Banking yang semakin meningkat menciptakan peluang besar bagi industri perBankan untuk lebih mengembangkan bisnis, tetapi juga membawa tantangan untuk memuaskan dan mempertahankan pelanggan. Jenis penelitian yang digunakan adalah pengujian hipotesis, bertujun untuk menentukan apakah terdapat pengaruh antar variabel yang akan diteliti, yaitu pengaruh expense, security, relative advantage, responsiveness, convenience, customer satisfaction, trust terhadap loyalty. <em>Hasil penelitian ini diharapkan dapat </em>memberikan masukan kepada manajer Bank di Indonesia terkait faktor-faktor yang perlu diperhatikan untuk mencapai dan mengelola loyalitas pelanggan. Selain itu, diharapkan dapat menjadi sumber informasi tambahan dan referensi bagi peneliti selanjutnya dalam melakukan penelitian yang terkait dengan loyalitas pelanggan terhadap merek. Khususnya mengenai variabel expense, security, relative advantage, responsiveness, convenience, customer satisfaction, dan trust