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All Journal Jurnal Riset Multidisiplin Edukasi
Jauharotina Alfadhilah
Program Studi Manajemen Dakwah Fakultas Dakwah dan Keguruan Institut Agama Islam Nahdatul Ulama Tuban
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ANALISIS KONSEPTUAL PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN, DAN MOTIVASI TERHADAP KEPUTUSAN JAMAAH DALAM MEMILIH LAYANAN HAJI DAN UMROH DI EL-HAKIM UMRAH HAJJ SERVICES: STUDI LIBRARY RESEARCH Achmad Rofi’i; Jauharotina Alfadhilah
Jurnal Riset Multidisiplin Edukasi Vol. 3 No. 5 (2026): Jurnal Riset Multidisiplin Edukasi (Mei 2026)
Publisher : PT. Hasba Edukasi Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71282/jurmie.v3i5.1929

Abstract

This study aims to conceptually analyze the influence of service quality, trust, and motivation on the congregation's decision to choose hajj and umrah services at El-Hakim Umrah Hajj Services. The background of the research is based on the increasing competition among service providers and the uncertainty that affects the congregation's trust. The method used is qualitative research with a library research approach, where data were obtained from scientific journals, books, and relevant academic sources, then analyzed descriptively and comparatively. The results show that service quality, which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, plays an important role in shaping the congregation's perception. Good service quality is proven to increase trust, which subsequently serves as a mediating variable in influencing the congregation's decision. Furthermore, religious motivation becomes the dominant factor driving the congregation to choose services while also strengthening the relationship between trust and decision. The integration of these three variables results in a conceptual model showing that the congregation's decision is an outcome of the interaction between external (service quality), relational (trust), and internal (motivation) factors. This study provides a theoretical contribution in the form of a conceptual model that integrates service quality, trust, and motivation in the context of religious-based services. Practically, the findings can serve as a reference for hajj and umrah service providers in designing more effective, transparent, and congregation-oriented service strategies.
REKONSTRUKSI MODEL KEPUTUSAN JAMAAH BERBASIS KEPERCAYAAN DALAM INDUSTRI HAJI DAN UMROH: STUDI LITERATUR PADA PT NUR HAMDALAH PRIMA WISATA Moch. Safri Jalla Asmoro; Jauharotina Alfadhilah
Jurnal Riset Multidisiplin Edukasi Vol. 3 No. 6 (2026): Jurnal Riset Multidisiplin Edukasi (Juni 2026)
Publisher : PT. Hasba Edukasi Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71282/jurmie.v3i6.2066

Abstract

This study aims to analyze the management of Hajj and Umrah services in improving pilgrims’ satisfaction at PT NUR HAMDALAH PRIMA WISATA through a library research approach. Hajj and Umrah services are part of the religious service sector that require professional management because they are closely related to spiritual needs, comfort, and pilgrims’ trust. Increasing competition in the Hajj and Umrah travel industry requires companies to provide high-quality services in order to maintain customer satisfaction and loyalty. This study employs a qualitative descriptive method using library research. Data were collected through literature review from scientific journals, books, regulations, and previous studies relevant to service management, service quality, and pilgrims’ satisfaction. Data analysis was conducted using content analysis techniques to identify and interpret service concepts based on the SERVQUAL theory, which includes tangible, reliability, responsiveness, assurance, and empathy dimensions. The findings indicate that effective service management contributes to improving pilgrims’ satisfaction through adequate facilities, reliable services, responsive staff, assurance of safety and professionalism, and personalized attention to pilgrims’ needs. The implementation of these five dimensions of service quality can build trust, enhance loyalty, and strengthen the company’s image in the Hajj and Umrah travel industry. This study provides theoretical contributions to the development of religious service management studies and serves as a conceptual reference for travel agencies in improving service quality for pilgrims.
Co-Authors Achmad Rofi’i Moch. Safri Jalla Asmoro