CD Tesis

Peran Kepercayaan Dalam Memoderasi Pengaruh Kualitas Pelayanan Terhadap Kepuasan Jamaah Umroh PT Ila Safinatin Najah

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Hajj pilgrimage is a dream cherished by every Muslim worldwide, with many striving to register for either regular Hajj or Hajj Plus programs. However, the challenge lies in the lengthy waiting period or waiting list, which often prevents individuals from departing within their desired timeframe. As a solution, a faster and more feasible alternative to fulfilling the longing for the Holy Land is by per-forming the Umroh pilgrimage.
Hajj and Umroh travel agencies bear a significant responsibility to provide excellent services that not only meet expectations but also foster deep satisfaction among pilgrims. One such agency in Pekanbaru, Riau, is PT Ila Safinatin Najah, operating with a PPIU business license from the Indonesian Ministry of Religious Affairs, number 02202027000210002, issued in 2023. This official travel agency specializes in Umroh pilgrimage services, offering Manasik Umroh training ses-sions and experienced guides and muthawifs to deliver comprehensive instruction on the Manasik concept.
This study aims to analyze the role of trust in moderating the influence of service quality on the satisfaction of Umroh pilgrims at PT Ila Safinatin Najah. The research incorporates three variables: 1) Service Quality (X), with dimensions of Reliability, Responsiveness, Assurance, Empathy, and Tangibility. 2) Trust (Z), with dimensions of Benevolence, Ability, and Integrity. 3) Satisfaction (Y), with dimen-sions of Expectation Alignment, Revisit Intention, and Willingness to Recommend.
The research problem formulation addresses the influence of service quality on satisfaction, the influence of trust on satisfaction, and the moderating effect of trust on the relationship between service quality and satisfaction of Umroh pilgrims at PT Ila Safinatin Najah.
The population in this study was all PT Ila Safinatin Najah Umrah pilgrims from 2022-June 2024, namely 805 pilgrims. The sample in this research uses the Slovin formula with the criteria for respondents being pilgrims who have gone on umrah with PT Ila Safinatin Najah, umrah pilgrims of PT Ila Safinatin Najah in the last 3 years, domiciled or departure meeting point in the city of Pekanbaru, joined in the PT Ila Safinatin Najah Umrah departure WhatsApp group, more than 17 years old and has experienced firsthand the quality of service at PT Ila Safinatin Najah, which amounts to 267 respondents. Data collection was carried out by giv-ing questionnaires to respondents and the data analysis used was multiple linear regression analysis and Moderate Regression Analysis (MRA) with the help of SPSS (Statistical Package of Social Science) version 26.0.
The study results indicate that service quality has a positif and significant in-fluence on satisfaction, with a path coefficient of 0.208, a t-value of 4.313 > t-table (1.969), and a significance probability of 0.000 < 0.05.
Trust, with a path coefficient of -0.039, shows a negative and not significant influence on satisfaction, with a t-value of -0.565 < t-table (1.969) and a signifi-cance probability of 0.573 > 0.05.
Service quality moderated by trust has a path coefficient of -0.035, indicat-ing negative and not significant influence on satisfaction, with a t-value of -1.810 < t-table (1.969) and a significance probability of 0.071 > 0.05.
The recommendations suggest that PT Ila Safinatin Najah should regularly evaluate its service quality by improving problem-handling reliability, fostering po-lite and professional staff behavior, and enhancing visually appealing facilities. Strengthening trust can be achieved by increasing employees' comprehensive knowledge of Umroh services and reliably meeting pilgrims' needs. Additionally, improving satisfaction levels should focus on encouraging pilgrims to recommend PT Ila Safinatin Najah to others based on satisfying Umroh service experiences.


Keywords: Service Quality, Trust, Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2210247906

Penerbit

Pekanbaru : Universitas Riau Pascasarjana Tesis Manajemen., 2024

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2210247906

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

Jaka

Versi lain/terkait

Lampiran Berkas

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