Pengaruh Kualitas Pelayanan Terhadap Kepuasan Jemaah Umrah

Authors

  • Emil Jamilatunniswa UIN Sunan Gunung Djati Bandung
  • Asep Iwan Setiawan UIN Sunan Gunung Djati Bandung
  • Muhammad Idham Kurniawan UIN Sunan Gunung Djati Bandung
  • Khoirizi H. Dasir UIN Sunan Gunung Djati Bandung

DOI:

https://doi.org/10.15575/mjhu.v3i1.35268

Abstract

The aim of this study was to determine the effect of service quality on the satisfaction of Umrah pilgrims and to determine the level of congregation satisfaction at KBIHU Al-Falah Cicalengka. With a quantitative approach, this study uses primary data collection techniques obtained through distributing questionnaires to Umrah pilgrims and data processed using simple linear regression analysis with a sample size of 30 people. The theory of service quality in this study aims to determine the value of good and bad service quality. The results of this study indicate that the services at KBIHU Al-Falah are good and the level of congregation satisfaction is also very satisfied.

References

Budhi, T.P. & Sumiari, K.N. (2017). Pengukuran Customer Satisfaction Index Terhadap Pelayanan Di Century Gym. Jurnal Manajemen Bisnis. 1(2), 2-5.

Chandra, T., Chandra, S., & Hafni, L. (2020). Service Quality, Consumer Satisfaction, dan Consumer Loyalty: Tinjauan Teoritis. Malang: CV. IRDH.

Direktori: Data dan Profil KBIHU (Kelompok Bimbingan Ibadah Haji dan Umrah). (2021). Kementrian Agama.

Fadilah, F. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Jemaah Umrah Di PT. Adzikra Jakarta Selatan. Jakarta: Universitas Islam Negeri Syarif Hidayatullah.

Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25. Semarang: Badan Penerbit Universitas Diponegoro.

Handayani, G. (2017). Analisis Tingkat Kepuasan Jemaah Haji Dalam Pelayanan Kementrian Agama Kota Cilegon. Jakarta: Universitas Islam Negeri Syarif Hidayatullah.

Hilman, F.A, Fitriani, P.D, & Saleh, D.A. (2019). Faktor-Faktor Yang Mempengaruhi Keputusan Nasabah Untuk Menabung Pada Produk Tabungan Haji Ib Maslahah di Bank BJB Syariah. Jurnal Haji dan Umrah. 2(1), 66.

Indrasari, M. (2019). Pemasaran Dan Kepuasan Pelanggan. Surabaya: Unitomo Press.

Kotler, P & Kevin L. (2012). Manajemen Pemasaran. Bob Sabran MM: Penerbit Erlangga.

Lupiyoadi, R & Ahmad, H. (2013). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.

Moenir, H.A.S. (1995). Manajemen Pelayanan Umum. Jakarta: Bumi Aksara.

Nurdin, I. (2019). Kualitas Pelayanan Publik (Perilaku Apatatur Dan Komunikasi Birokrasi Dalam Pelayanan). Surabaya: Media Sahabat Cendekia.

Nurfarida, I.N. (2015). Pengukuran Indeks Kepuasan Pelanggan Untuk Peningkatan Kualitas Layanan. Jurnal Ekonomi. 11(2), 4-5.

Nuryadi, Astuti. D. T., Utami. S. E., & Budiantara. M. (2017). Dasar-Dasar Statistika Penelitian. Yogyakarta: Sibuku Media.

Rosid, A. A. (2008). Analisis Pengaruh Tingkat Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Jamaah Haji PT. Pandu As Shofa Travel Jakarta). Jakarta: Universitas Islam Negeri Syarif Hidayatullah.

Rosnaini, D. (2017). Citra, Kualitas Produk, Dan Kepuasan Pelanggan. Sulawesi Selatan: Global Research And Consulting Institute.

Setiawan, A.D, Yamani, A.Z, & Winati, F.D. (2022). Pengukuran Kepuasan Konsumen Menggunakan Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA) (Studi Kasus UMKM Ahlul Saleh). Jurnal Teknologi Dan Manajemen Industry Terapan.1(4), 289.

Songko, M., Sulthon. A. A., Ismandi, A. A., & Hasanah, M. (2021). Analisis Pengaruh Kualitas Terhadap Kepuasan Konsumen Jamaah Umrah Jasmine Tour Dan Travel. Surabaya: Sekolah Tinggi Ilmu Syariah SBI.

Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif Dan R&D. Bandung: Alfabeta.

Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif Dan R&D. Bandung: PT. Alfabet.

Sulistiyowati, W. (2018). Kualitas Pelayanan : Teori Dan Aplikasinya. Sidoarjo: Umsida Press.

Suteja, J, & Setiawan, B. (2023). Da'wah Based Spiritual Counseling: The Urgency of Spirituality Development for Correctional Inmates in Lembaga Pemasyarakatan Kelas I Cirebon. Jurnal Ilmu Dakwah. 17(2), 449.

Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan dan Penelitian. Jakarta: Andi Offset.

Wahyuni, A. (2021). Analisis Kualitas Layanan Terhadap Kepuasan Jamaah Bimbingan Manasik Haji (Studi Kasus KBIHU Ar-Raudhah Kota Bengkulu). Bengkulu: Institut Agama Islam Negeri.

Wijaya, T. (2011). Manajemen Kualitas Jasa: Desain Servqual, QFD, Kano. Jakarta: PT. Indeks.

Yuliara, I. M. (2016). Modul Regresi Linear Sederhana. Bali: Universitas Udayana.

Yusnita, U. M. & Lubis, F. A. (2022). Pengaruh dan Efektivitas Media Sosial pada Proses Pengumpulan Zakat, Infaq, dan Sedekah: Studi Kasus di Lembaga Amil Zakat Al-Washliyah Beramal (LAZ WASHAL)) Sumatera. Medan: Universitas Islam Negeri Sumatera Utara.

Downloads

Published

2024-08-30

Issue

Vol. 3 No. 1 (2024): Mabrur: Academic Journal of Hajj and Umra

Section

Articles

License

Authors who publish articles in Mabrur: Journal of Hajj and Umra agree to the following terms:

  1. Authors retain copyright of the article and grant the journal right of first publication with the work simultaneously licensed under a CC-BY-SA or The Creative Commons Attribution–ShareAlike License.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).