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All Journal Jurnal Ilmiah Manajemen Kesatuan
Muhammad Raqib
UIN Raden Mas Said Surakarta, Indonesia
Economics, Econometrics & Finance Social Sciences

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Service Quality, Facilities, and Pricing Predict Customer Satisfaction in Umrah Travel Ade Yuliar; Muhammad Raqib; Ratih Safitri
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 5 (2026): JIMKES Edisi September 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i5.5370

Abstract

Because of long Hajj wait times, Indonesia’s Umrah travel sector has grown quickly, increasing competition among travel agents to provide better services. This study looks at how regular Umrah package pricing, facilities, and service quality affect customer satisfaction. A quantitative approach used a questionnaire administered to 105 Umrah pilgrims who traveled between November 2023 and August 2024 were given a questionnaire as part of a quantitative approach. IBM SPSS version 30 was used to analyze the data from probability-sampled respondents. The results show that facilities and service quality have a major and favorable impact on customer satisfaction. Pilgrims’ satisfaction increases with first-rate services, extensive worship facilities, five-star hotel accommodations, and modern transportation. Pricing, by contrast, has a major negative impact, meaning that even with strong customer loyalty, higher prices reduce consumer satisfaction. Concurrently, 66.3% of the variation in customer satisfaction can be explained by the three independent factors. In order to increase consumer satisfaction in the Umrah travel sector, our findings emphasize the importance of maintaining service excellence and adequate facilities while implementing competitive pricing strategies.
Co-Authors Ade Yuliar Ratih Safitri