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All Journal International Journal of Community Service & Engagement Jurnal Nasional Pengabdian Masyarakat
Sholahuddin Sholahuddin
Universitas Bina Darma, Palembang
Humanities Economics, Econometrics & Finance Education Social Sciences Other

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Analysis of Pilgrims' Perception of the Quality of South Sumatra Hajj Dormitory Services In the Implementation of Hajj in 2024 Sholahuddin Sholahuddin; Intan Fuji Lestari
International Journal of Community Service & Engagement Vol. 6 No. 4 (2025): International Journal of Community Service & Engagement
Publisher : Training & Research Institute - Jeramba Ilmu Sukses

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47747/ijcse.v6i4.2955

Abstract

This study aims to analyze the perception of pilgrims on the quality of services provided by the South Sumatra Hajj Dormitory during the process of organizing the 2024 Hajj. Using a qualitative approach with the SERVQUAL (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) analysis model, this study explores the experience, expectations, and evaluation of services based on empirical data from in-depth interviews and the results of pilgrim satisfaction surveys. The findings show that in general, the perception of pilgrims towards the aspects of Tangibles and Assurance is in the very good category, while in the dimensions of Empathy and Responsiveness, there is a disparity between expectations and the reality of service, especially in the early and elderly groups. Segmentation analysis based on group, age, and gender showed that there were variations in perceptions influenced by socio-cultural backgrounds, previous Hajj experiences, and physical conditions of pilgrims. The results of this study provide theoretical contributions in strengthening the SERVQUAL model in the context of religious services, as well as practical implications for improving public service governance based on congregational satisfaction in the future.
Tata Kelola Keandalan Sistem Terhadap Kepuasan Pengguna Aplikasi KAI Access Ririn Yumia; Sulaiman Helmi; Sholahuddin Sholahuddin
Jurnal Nasional Pengabdian Masyarakat Vol. 7 No. 2 (2026): Jurnal Nasional Pengabdian Masyarakat
Publisher : Training & Research Institute - Jeramba Ilmu Sukses

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47747/jnpm.v7i2.3526

Abstract

The rapid development of information technology has encouraged companies to improve service quality through digital transformation. PT Kereta Api Indonesia (Persero) introduced the KAI Access application as a digital platform that enables users to make ticket reservations, access travel information, and obtain various railway services efficiently. However, users still encounter several issues, such as system disruptions, slow response times, and difficulties in operating certain features, which may affect their satisfaction. This study aims to determine the effect of system reliability governance on user satisfaction with the KAI Access application. A quantitative approach was employed using a survey method involving 100 respondents. Data were analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that system reliability governance and ease of use have a positive and significant effect on user satisfaction. The coefficient of determination shows that 73.9% of the variation in user satisfaction can be explained by the variables examined, while the remaining 26.1% is influenced by other factors outside the research model. Therefore, improving system reliability and ease of use is essential to increasing user satisfaction with the KAI Access application.
Co-Authors Intan Fuji Lestari Ririn Yumia Sulaiman Helmi