The Influence of Service Quality of the Integrated Hajj and Umrah Service Center (PLHUT) on the Satisfaction of Prospective Hajj Pilgrims in 2023 (Study at the Mojokerto Regency Ministry of Religion Office)

Nuke Irawati(1), Sundjoto Sundjoto(2), Sri Rahayu(3),


(1) Sekolah Tinggi Ilmu Ekonomi Maharadhika Surabaya
(2) Sekolah Tinggi Ilmu Ekonomi Maharadhika Surabaya
(3) Sekolah Tinggi Ilmu Ekonomi Maharadhika Surabaya
Corresponding Author

Abstract


This research aims to analyze the influence of the quality of service provided by the Integrated Hajj and Umrah Service Center (PLHUT) of the Mojokerto Regency Ministry of Religion Office on the level of satisfaction of prospective Hajj pilgrims. Service quality is measured through dimensions/variables; tangibles, reliability, responsiveness, assurance, and empathy. The method used was a quantitative survey with a questionnaire distributed to prospective Hajj Pilgrims who used the PLHUT service at the Mojokerto Regency Ministry of Religion Office. The collected data is analyzed using statistical analysis techniques to determine service quality. Using servqual theory developed by A. Parasuraman, Valarie Zeithaml, and Leonard Berry. In this research, it can be concluded that with the management of an integrated Hajj and Umrah service center (PLHUT), the activities or activities in the service can be well coordinated or structured, so that prospective Hajj and Umrah pilgrims feel comfortable and satisfied.


Keywords


Service, PLHUT, Hajj Pilgrimage

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DOI: 10.57235/jetish.v3i1.2158

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