Service Quality Related to Customer Satisfaction with Umrah Worship Package Preparation at PT. Marco Tour and Travel Jakarta: Spearman’s Correlation Coefficient
- DOI
- 10.2991/assehr.k.200331.113How to use a DOI?
- Keywords
- SERVQUAL, customer satisfaction, umrah, tour and travel, Parasurahman, Spearman, social innovation
- Abstract
This study aims to determine the level of service quality (SERVQUAL) for umrah package preparation at PT. Marco Tour and Travel Jakarta. Umrah is a journey of worship for Muslims that requires careful preparation. Customers who engage the umrah service go through various procedures such as administrative registration, payment, and manasik (training). The study focuses on customer perceptions of the application of SERVQUAL at PT. Marco. The method used is to categorize the various facilities and services into the SERVQUAL Parahsuraman factors, consisting of Tangible, Reliability, Responsiveness, Assurance, and Empathy. Respondents for this research are customers who have arrived at the final step of the preparation process for umrah worship, that is, manasik. A random sample method was used to evaluate the respondents. Researchers surmise the presence of monolithic correlations between variables with highly variable correlations. Identification of correlations between variables is expected to show the variables that indicate the characteristics of the umrah service industry.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Mohammad Ridha AU - Rana Harris PY - 2020 DA - 2020/04/03 TI - Service Quality Related to Customer Satisfaction with Umrah Worship Package Preparation at PT. Marco Tour and Travel Jakarta: Spearman’s Correlation Coefficient BT - Proceedings of the 3rd International Conference on Vocational Higher Education (ICVHE 2018) PB - Atlantis Press SP - 1 EP - 8 SN - 2352-5398 UR - https://doi.org/10.2991/assehr.k.200331.113 DO - 10.2991/assehr.k.200331.113 ID - Ridha2020 ER -