Service Quality Analysis on the Satisfaction of Umrah School Participants at the Rihaal Umrah and Education Bureau

Ade Yuliar*  -  Raden Mas Said University Surakarta, Indonesia, Indonesia
Sri Handayani  -  Raden Mas Said University Surakarta, Indonesia, Indonesia

(*) Corresponding Author
DOI: 10.1234/mz.v1i1.8779
This study aims to determine the effect of service quality on customer satisfaction at Rihaal Umrah and Education Bureau. This study uses a type of quantitative research using simple linear regression analysis. The independent variable in this study is service quality, and the dependent variable in this study is customer satisfaction. The population in this study was gained the Umrah participants of the 2019 period, with a sample of 36 respondents. The results of this study showed that the service quality variable has a significant effect on customer satisfaction. It means that if the quality of service increases, the customer satisfaction of umrah’s school will also increase
  1. Buddy; Tabroni; Salim. (2019). Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Pelanggan dan Dampaknya pada Reputasi Perusahaan (Studi Empiris pada Perusahaan Travel Umroh dan Haji di Jakarta Timur). Jurnal Ekonomi Bisnis Dan Manajemen, 4(2), 110–125.
  2. Bungin, M. B. (2013). Sosiologi Komunikasi Teori, Paradigma dan Diskursus Teknologi Komunikasi di Masyarakat (Edisi ke-6). Kencana Prenada Media Grup.
  3. Chulaifi, Muhammad In’amul, E. S. (2018). Pengaruh Kualitas Pelayanan, Persepsi Harga dan Kepercayaan Terhadap Kepuasan Konsumen Jasa Travel Umrah dan Haji pada PT. Sebariz Warna Berkah Di Surabaya. Jurnal Hasil Penelitian LPPM Untag Surabaya., 3(1), 40–54.
  4. Ghozali, M. (2014). Membangun Kepuasan Konsumen Property mealui Harga bersaing dan Kualitas Pelayanan pada Perumahan PT. Atlantik Perkasa Abadi Pekanbaru. Jurnal Ilmu Dan Riset Manajemen, 3(3), 2.
  5. Hidayat R, Sabarudin A, M. (2015). Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customer Satisfaction and Loyalty of Islamic Banks in East Java. Al-Iqtishad, VII(2).
  6. Kasturiani, R. (2018). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Jamaah Umroh PT. Barokah Jaya Tour and Travel Madiun. IAIN Ponorogo.
  7. Kemenag_RI. (2018). Sanksi kepada PPIU sejak 2015.
  8. Kotler, P., & Keller, L. (2007). Manajemen Pemasaran (kedua bela). Indeks.
  9. Lestari, M. (2020). Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Konsumen Manarul Quran Biro Perjalanan Umroh. Muhasabatuna: Jurnal Akuntansi Dan Keuangan Islam, 1(2), 63–79.
  10. Machali, I. (2016). Metode Penelitian Kuantitatif Panduan Praktis Melaksanakan, Merencanakan, dan Analisis Dalam Penelitian Kuantitatif. MPI Fakultas Ilmu Tarbiyah dan Keguruan Universitas Islam Negeri Sunan Kalijaga.
  11. Mutmainnah. (2017). Pengaruh Kualitas Layanan dan Citra Perusahaan terhadap Kepuasan dan Loyalitas Nasabah. Jurnal Manajemen Dan Pemasaran Jasa, 10(2), 201–216.
  12. Othman, B. A., Harun, A., Rashid, W. N., Nazeer, S., Kassim, A. W. M., & Kadhim, K. G. (2019). The influences of service marketing mix on customer loyalty towards umrah travel agents: Evidence from Malaysia. Management Science Letters, 9(6), 865–876. https://doi.org/10.5267/j.msl.2019.3.002
  13. Sangarimbun, M. (2000). Metode Penelitian Survey. LP3ES.
  14. Sudarmana, L., & Putra, W. S. A. K. (2017). Membangun Sistem Pendukung Keputusan Biro Perjalanan Haji dan Umrah di Yogyakarta Menggunakan Metode Simple Additive Weighting. Simetris: Jurnal Teknik Mesin, Elektro Dan Ilmu Komputer, 8(1), 231–242.
  15. Sugiyono. (2008). Metodeologi Penelitian Pendekatan Kuantitatif, dan R & D. Alfabeta.
  16. Suharsimi, A. (2006). Prosedur Penelitian Suatu Pendekatan Praktik (VI). Rineka Cipta.
  17. Tjiptono, F., & Chandra, G. (2005). Service, Quality, & Setification. Penerbit Andi.

Munazzama: Journal of Islamic Management and Pilgrimage
Published by Department of Islamic Management and Pilgrimage (MD-MHU)
Faculty of Da'wa and Communication UIN Walisongo Semarang
Jl Prof. Dr. Hamka Kampus III Ngaliyan Semarang 50185
Phone: +62 857-4001-1198 (Kurnia Muhajarah)
Website: https://fakdakom.walisongo.ac.id/

ISSN: 2808-7577  (Print)
ISSN: 2808-7496  (electronic/online version)


This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License

 
apps