Analysis of Pilgrims' Satisfaction with Umrah Registration Services at PT. Dream Tour & Travel, West Sumatra Branch

Nur Afni Sofya; Asyari

doi:10.21580/mz.v5i2.17270

Authors

Nur Afni Sofya Universitas Islam Negeri Sjech M.Djamil Djambek Bukittinggi, Indonesia
Asyari Universitas Islam Negeri Sjech M. Djamil Djambek Bukittinggi, Indonesia

DOI:

https://doi.org/10.21580/mz.v5i2.17270

Keywords:

Pilgrims’ Satisfaction, Umrah Registration Services, Service Quality, Umrah Travel Agency

Abstract

Service is an invisible service activity that can only be felt by someone. Good service will evoke various assumptions and even perceptions, which will trigger perceived satisfaction. Switching to services, there is no doubt when discussing Hajj and Umrah travel companies. Currently, numerous enthusiasts are eager to perform these services, and companies are competing to provide excellent service to each prospective pilgrim. This study aims to analyze the effect of registration services, which are only seen from two sides, namely (Tangible) physical evidence and (reliability) employee reliability, on the level of registration satisfaction. The method used in this research is field research with a quantitative approach. The study used samples from 47 individuals out of a total congregation of 90 people. The result obtained proves that there is a significant effect on Umrah registration by 84,4% on the physical evidence dimensional and 95% on the reliability dimension, because the congregation’s satisfaction score is in the range of 80-100, which means that the congregation can be said to be satisfied with the service provided by employees to the congregation. These findings convince prospective pilgrims in choosing Hajj and Umrah travel companies for the sake of convenience during the Hajj or Umrah pilgrimage.

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