Pengaruh Kualitas Pelayanan Haji Dan Umroh Serta Penetapan Harga Terhadap Kepuasan Konsumen (Studi Pada PT. Mecca Sukses International)

Abstract

This study aims to determine the effect of the quality of Hajj and Umrah services and pricing patterns on consumer satisfaction of PT. The Mecca of International Success. The research uses a quantitative approach. The research population is the members of the Umrah congregation registered at PT. The Mecca of International Success. Sample selection was done using convenience sampling technique. Data collection is done by using a questionnaire. Data analysis using correlation and regression calculations gave the following results. First, there is a positive and significant influence on the quality of Hajj and Umrah services on consumer satisfaction; with a coefficient of determination of 0.477, meaning that consumer satisfaction of 47.4% is influenced by hajj and umrah services, and the remaining 52.6% is explained by other reasons. Simple regression calculation results = 5.853 + 0.802, meaning that for each additional service point of 1 quality point, it will increase customer satisfaction by 0.802. Second, there is a positive and significant effect of pricing on consumer satisfaction with a coefficient of determination of 0.616, meaning that consumer satisfaction is determined by pricing of 61.6% and the remaining 38.4% is explained by other reasons. Simple regression calculation yields = 16,499 + 0,594, meaning that every time there is an additional 1 point in pricing, it will increase consumer satisfaction by 0,594. Third, there is a positive and significant influence on the quality of Hajj and Umrah services and joint pricing on consumer satisfaction, with a coefficient of determination of 0.656, meaning that consumer satisfaction is influenced by Hajj and Umrah services and pricing is 65.6%, and the remaining 34. .4% is explained by other reasons, significant F test (1.39), quality of hajj and umrah services, and simultaneous pricing have a significant effect on customer satisfaction, multiple regression = 8.277 + 0.324 + 0.448, it is predicted that every time there is an addition 1 point, it will increase customer satisfaction.

 Keywords: Quality of Hajj and Umrah Services, Pricing and Consumers.