UMRAH WORSHIP SERVICE STRATEGY IN AN EFFORT TO INCREASE CONGREGATION SATISFACTION

DOI: https://doi.org/10.33650/profit.v9i1.10926

Authors (s)


(1)  Naylal Fithri   (Sekolah Tinggi Ekonomi dan Bisnis Islam Badri Mashduqi)  
        Indonesia
(2) * Andriyana Andriyana   (Sekolah Tinggi Ekonomi dan Bisnis Islam Badri Mashduqi)  
        Indonesia
(*) Corresponding Author

Abstract


Indonesia has the largest Muslim population in the world, making interest in carrying out Umrah very high, especially due to the limited Hajj quota. This study aims to analyze the influence of service quality on the satisfaction and loyalty of Umrah pilgrims at PT Qiblatain Sakti, Gending, Probolinggo. The descriptive qualitative method was used with data from observations and interviews with 5 pilgrims and 2 officers. The results found that service aspects such as responsiveness, assurance, reliability, tangible, and empathy had a significant impact on congregation satisfaction and loyalty. Good service quality can increase the satisfaction and loyalty of Umrah pilgrims. This study recommends improving service strategies to increase congregational trust.

Keywords

Service Strategy, Umrah Worship, Congregation Satisfaction, PT Qiblatain Sakti



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Profit : Jurnal Kajian Ekonomi dan Perbankan Syariah
Published by Islamic Faculty of Nurul Jadid University, Probolinggo, East Java, Indonesia.