Customer loyalty in tourism from psychological triggers to financial efficiency

The article examines the complex problem of forming and managing customer loyalty in the tourism industry as a key factor in the financial efficiency of business. The study is based on an analysis of psychological triggers that influence consumers’ commitment to travel companies and their relationship with economic performance indicators. The relevance of the research is due to the high competition in the tourism services market and the need to develop effective customer retention mechanisms. Special attention is paid to psychological mechanisms of service perception, factors of emotional attachment, and the role of personal experience in the development of loyalty. The paper analyses modern approaches to loyalty management, including digital customer interaction tools, personalised service programs, and methods for improving consumer satisfaction. It reviews successful practices in implementing loyalty programs in leading travel companies that demonstrate significant growth in repeat sales and financial efficiency. The author investigates the influence of various factors on loyalty formation, including service quality, pricing policy, uniqueness of the offer, and effectiveness of communication strategies. Special attention is paid to studying customer behaviour patterns and their impact on forming long-term relationships with the travel company.