The Influence of Islamic Service Quality and Trust on Customer Satisfaction and Intention in Reusing The Services in The Implementation of Umrah and Special Hajj Pilgrimage
Authors: Abdul Subhan  , Firdaus Achmad Firdaus , Mukhamad Najib  
Published: June 2023

ABSTRACT:
Seeing the high potential for Umrah and Special Hajj departures, with a very large number of Umrah and Special Hajj travel, making competition between travel even higher. This study aimed to determine the effect of Islamic service quality and trust on customer satisfaction, which will relate to interest in using it again. The method used in this research was the quantitative exploratory method. The participants in this study were Umrah and Special Hajj pilgrims who are registered with Hajj and Umrah organisers with official permits and domiciled in Java. The sampling technique in this study was probability random sampling with a total sample of 100 respondents. The analysis technique of the study was SEM-PLS by using the SmartPLS 3.2.9 application. The results showed that the quality of Islamic services provided by the travel company and the trust of pilgrims have a significant influence on customer satisfaction felt by Umrah and Special Hajj pilgrims, which also affects their interest in reusing Umrah and Special Hajj services at the travel company. This research is very useful for Hajj and Umrah travel organisers in Indonesia in order to improve the quality of organising Hajj and Umrah for the comfort and solemnity of customers’ worship.
Keywords: Islamic Service quality, trust, service satisfaction, re-patronage Intention.
ABSTRAK:
Melihat tingginya potensi keberangkatan Umroh dan Haji Khusus, serta jumlah travel penyedia layanan tersebut yang sangat banyak, membuat persaingan antar travel semakin tinggi. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan islami dan kepercayaan terhadap kepuasan pelanggan, yang akan berhubungan dengan minat pelanggan untuk menggunakan jasa dan layanan kembali. Metode yang digunakan dalam penelitian ini adalah metode eksplanatori kuantitatif. Partisipan dalam penelitian ini adalah jamaah umroh dan haji khusus yang terdaftar pada penyelenggara haji dan umroh yang memiliki izin resmi dan berdomisili di Pulau Jawa. Teknik pengambilan sampel dalam penelitian ini adalah probability random sampling dengan jumlah sampel sebanyak 100 responden. Teknik analisis dalam penelitian ini adalah SEM-PLS dengan menggunakan aplikasi SmartPLS 3.2.9. Hasil penelitian menunjukkan bahwa kualitas pelayanan islami yang diberikan oleh perusahaan travel dan kepercayaan jamaah memiliki pengaruh yang signifikan terhadap kepuasan pelanggan yang dirasakan oleh jamaah umroh dan haji khusus, yang juga berpengaruh terhadap minat mereka untuk menggunakan kembali jasa pelayanan umroh dan haji khusus pada perusahaan travel tersebut. Penelitian ini sangat bermanfaat bagi para penyelenggara perjalanan haji dan umroh di Indonesia dalam rangka meningkatkan kualitas penyelenggaraan ibadah haji dan umroh demi kenyamanan dan kekhusyukan ibadah pelanggan.
Kata Kunci: Kualitas Pelayanan Islami, Kepercayaan, Kepuasan Pelanggan, Minat menggunakan kembali jasa.
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