CD Tesis

Analisis Kualitas Layanan Islami dan Harga terhadap Kepuasan Konsumen dan Repurchase Intention pada Jemaah Umrah kota Pekanbaru

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The increase in Umrah pilgrims and the growth of PPIUs originating from Pekanbaru city experienced significant development in the period 2019 to 2023. But along with that, complaints related to the implementation of Umrah also remain, such as failure to depart, neglect of pilgrims, services that are not in accordance with minimum standards and other common problems. This is certainly a challenge and opportunity for Umrah organizers to be able to provide the best service so that this business can survive and continue to grow.
The formulation of the problem and the purpose of this study is to determine and analyze the effect of Islamic service quality and price on customer satisfaction and repurchase intention (intention to leave again with the same travel). The method used is a quantitative description method with non-probability sampling techniques and a sample size of 175 respondents. The questionnaire was distributed online using google form and direct interviews. Respondents of this study were Umrah pilgrims from Pekanbaru city, Riau Province. Hypothesis testing using SEM analysis through the Smart PLS4 application with a significance level of 5%, so that the Critical Ratio value is 1.65.
The majority of respondents in this study were men and women aged 41-50 years and over 60 years. Based on the background of the respondents, it shows that a large proportion of respondents have a fairly low background. Respondents whose occupations are self-employed dominate the occupational groups. The self-employed groups usually spend more time and money on Umrah trips. Earnings above 3,500,000 accounted for 83% of respondents, with 21% above 10,000,000. The majority of respondents have a relatively low income, which makes it possible for them to perform Umrah more often than not. The results of validity and reliability testing are valid.
Meanwhile, Islamic service quality and price have no significant effect on repurchase intention. Meanwhile, Islamic service quality and price have an effect on customer satisfaction. Likewise, Islamic service quality has a significant effect on price, including customer satisfaction on repurchase intention.

Keywords: Umrah, Islamic service quality, price, customer satisfaction, repurchase intention.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2210246878

Penerbit

Pekanbaru : Universitas Riau Pascasarjana Tesis Manajemen., 2024

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2210246878

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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