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)
), 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
References
Abubakar, Rusydi, Manajemen Pemasaran, Bandung: Alfabeta. 2018.
Afandi, N.M. Administrasi Publik Untuk Pelayanan Publik. Bandung: Alfabeta. 2018
Ardane, N., Wijaya, N.S.W., Dewi, L.G.L.K. Faktor-Faktor yang Mempengaruhhi Kualitas Kualitas Pelayanan Pada Scoot Fast Cruises di Bali. Jurnal IPTA, 5.1, 2017
Ardhana, Oldy, dan Sri Rahayu TRI ASTUTI. Analisis Pengaruh Kualitas Pelayanan, Harga Dan Lokasi Terhadap Kepuasan Pelanggan (Studi Pada Bengkel Caesar Semarang). Diss. Universitas Diponegoro, 2010.
Bachtiar. Analisa Faktor-Faktor yang Mempengaruhi Kepuasan Mahasiswa dalam Memilih Politeknik Sawunggalih Aji Purworejo. Jurnal Dinamika Sosial Ekonomi Vol 7 No. 1. 2011
Badan Pusat Statistik Kabupaten Mojokerto, Kabupaten Mojokerto Dalam Angka Mojokerto Regency In Figures CV. Azka Putra Pratama, 2023
Bangun, W., Intisari Manajemen. Bandung: PT. Refika Aditama, 2008
Bungin, M. Burhan, Metodologoi Penelitian Kuantitatif : Komuniukasi, Ekonomi dan Kebijakan Public Serta Ilmu-ilmu Social Lainya, Jakarta: Kencana Prenada Media Group, 2005
Dwiyanto, A. Mewujudkan Good Governance Melalui Pelayanan Publik . Yogyakarta: Gadjah Mada University Press, 2006
Gronroos, Christian. Services Management and Marketing: managing the moments of truth in service competition. Hoboken: Wiley. 2011
Hasan, M. I., Pokok-Pokok Materi Statistik 1 (Statistik Deskriptif). Jakarta: PT Bumi Aksara, 2001
Hofstede, G. J., Measuring Organizational Cultures: A Qualitative and Quantitative Study Across Twenty Cases. Administrative Science Quarterly. New York, 2016
Ibrahim, A., Teori dan Konsep Pelayanan Publik serta Implementasinya. Bandung: Mandar Maju, 2001
Imran, Kualitas Pelayanan Haji di Kabupaten Bulukumba (Telaah Kinerja Kemenag). Makasar: UIN Alauddin. 2016
Kasmir. Customer Service Excellent. Depok: Raja Grafindo Persada, 2017
Kotler, Phillip. & Keller, Kevin Lane. Manajemen pemasaran. Jakarta: PT. Indeks, 2017
Kusuma, Oktavianto Hadi, dan Sri Rahayu. “Pengaruh Persepsi Struktur Organisasi Dan Budaya Organisasi Terhadap Kinerja Dimediasi Oleh Kepuasan Kerja Pada Pegawai CV. Top Selluler”. MANAJEMEN DEWANTARA 6.1, 2022
LAN, Penyusunan Standar Pelayanan Publik. Jakarta: Lembaga Administrasi Negara (LAN), 2011
LAN, Sistem Administrasi Negara Kesatuan Republik Indonesia. Jakarta: : Lembaga Administrasi Negara (LAN), 2004
Malhotra, N. and Birks, D. Marketing Research: An Applied Approach. Prentice Hall, 2007
Maryam, N. S., Pengaruh Pelayanan Pendaftaran Haji Terhadap Kepuasan Calon Jamaah Haji Di Kantor Kementerian Agama Kota Jakarta Selatan. Jakarta: Universitas Islam Negeri Syarif Hidayatullah, 2019
Mukarom, Zaenal & Laksana, M.W. Manajemen Pelayanan Pubik, Bandung: CV Pustaka Setia, 2018
Nashuddin, “Sistem Pelayanan Haji Pada Kanwil Kementerian Agama Propinsi Nusa Tenggara Barat”, Jurnal Kementerian Agama, Vol. 3, 2014.
Pasolong, H., Metode Penelitian Administrasi Publik. Bandung: Alfabeta, 2012
Prasetyo Utomo STIE Mahardhika, Sundjoto STIE Mahardhika, and Sri Rahayu STIE Mahardhika. “Pengaruh Penempatan, Tunjangan Kinerja, Dan Kesempatan Berkarir Terhadap Kepuasan Kerja Pegawai Di Kantor Pelayanan Pajak Pratama Bangkalan”. Jurnal Manajemen Vol 13 No 2, 2023
Rahayu, Sri. “SPSS versi 12.00 Dalam Riset Pemasaran”. Bandung: Alfabeta, 2005
Siregar, S., Metode Penelitian Kuantitatif Dilengkapi dengan Perbandingan Perhitungan Manual & SPSS edisi Pertama. Jakarta: Kencana, 2013
Tjiptono, Fandy, Strategi Pemasaran: Prinsip Dan Penerapan. Yogyakarta: Andi Offset, 2020
Tjiptono, Fandy. Prinsip-prinsip Total Quality, Dan Services (TQS), Yogyakarta: Andi Offset, 2005
Article Metrics
Abstract View
: 82 times
Download : 38 times
DOI: 10.57235/jetish.v3i1.2158
Refbacks
- There are currently no refbacks.
Copyright (c) 2024 Nuke Irawati, Sundjoto Sundjoto, Sri Rahayu
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
