The Impact of Service Quality and Trust on Umrah Pilgrim Satisfaction at PT. Adhiya Tour & Travel Bandung in 2024

Authors

  • aldi fadilah fadilah
  • Dindin Solahudin UIN Sunan Gunung Djati Bandung, Indonesia

DOI:

https://doi.org/10.15575/mjhu.v4i1.40403

Abstract

This study aims to analyze the influence of service quality and trust on the satisfaction of umrah pilgrims at PT. Adhiya Tour and Travel Bandung. Data were collected through questionnaires from a population of 132 and a sample of 30. The data analysis method used is descriptive quantitative. The results show that, partially, service quality has an influence but is not significant on the satisfaction of umrah pilgrims (t calculated 1.462 < t table 2.408; significance 0.156). On the other hand, trust has a significant influence (t calculated 5.083 > t table 2.408; significance 0.000). Simultaneously, service quality and trust significantly influence the satisfaction of umrah pilgrims (F calculated 82.304 > F table 4.21) with a determination coefficient of 86.4%, while the remaining 13.6% is influenced by other variables. Keywords : Impact of Quality; Trust; Pilgrims' Satisfaction

Downloads

Published

2025-03-30

How to Cite

fadilah, aldi fadilah, & Solahudin, D. (2025). The Impact of Service Quality and Trust on Umrah Pilgrim Satisfaction at PT. Adhiya Tour & Travel Bandung in 2024. Mabrur: Academic Journal of Hajj and Umra, 4(1), 53–74. https://doi.org/10.15575/mjhu.v4i1.40403

Issue

Vol. 4 No. 1 (2025): Mabrur: Academic Journal of Hajj and Umra

Section

Articles

Citation Check

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).