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All Journal Dinamika Pendidikan JAM : Jurnal Aplikasi Manajemen Jurnal IUS (Kajian Hukum dan Keadilan) Jurnal Ekonomi dan Bisnis Islam Jurnal Dimensi Ikonomika : Jurnal Ekonomi dan Bisnis Islam Journal of Geoscience, Engineering, Environment, and Technology Jurnal Pemberdayaan Masyarakat: Media Pemikiran dan Dakwah Pembangunan Review of Islamic Economics and Finance Mazahib: Jurnal Pemikiran Hukum Islam Akademika : Jurnal Pemikiran Islam Indonesian Capital Market Review Journal of Indonesian Economy and Business Jurnal Pengabdian Masyarakat dan Riset Pendidikan Al-Intaj : Jurnal Ekonomi dan Perbankan Syariah Journal of Islamic Economic Laws Jurnal bahasa, sastra, seni, dan pengajarannya
Ismail, Shafinar
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Religion Arts Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Physics Social Sciences Other

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Journal : Journal of Islamic Economic Laws

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Understanding Pilgrim Satisfaction: The Role of Customer Experience and Bonus Pack in Umrah Travel Nugraha, Aa Willy; Ismail, Shafinar
Journal of Islamic Economic Laws Vol. 8 No. 02 (2025): July
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jisel.v8i02.9969

Abstract

In the context of increasing demand for religious tourism, understanding the factors that drive satisfaction among Umrah pilgrims is essential. This study examines the impact of customer experience and bonus packs on the satisfaction of Umrah pilgrims in Indonesia. Employing a quantitative approach, data were collected from 120 respondents using a structured questionnaire and analyzed using Structural Equation Modelling with Partial Least Squares (SEM-PLS). The results reveal that both customer experience and bonus pack significantly influence satisfaction, with both factors having a partial and simultaneous impact on satisfaction. Bonus packs—comprising additional services or amenities—emerged as a strong predictor of satisfaction by enhancing perceived value during the pilgrimage journey (path coefficient = 0.376, p < 0.001). Customer experience also demonstrated a significant positive effect (path coefficient = 0.354, p < 0.038), underscoring the importance of service quality and emotional connection throughout the pilgrimage process. Simultaneously, the two constructs explain 51,5% of the variance in satisfaction (R² = 0.515). These findings underscore the strategic importance of integrating meaningful customer experiences with value-added offerings to enhance service satisfaction in Umrah travel services. Travel agencies are advised to invest in enhancing service touchpoints and bundling attractive bonus features to improve customer satisfaction. Limitations of this study include its regional focus on Tasikmalaya, which may limit its broader applicability. Future research is encouraged to include more diverse populations and investigate moderating variables such as religiosity, service innovation, and digital engagement.
Co-Authors Abd Rahman, Nur Hayati Adamsah, Bahtiar Agus Sudarmawan Ahmad Wira, Ahmad Ahmad, Nurbarirah Amalia, Farah Aminullah Assagaf Anggrainy Putri Ayuningrum Antonius Setyadi Arna Suryani, Arna Asmadillah, Fifin Augusna, Wahyuni Lely Beta, Raja Mayang Delima Mohd Bonang, Dahlia Destami, Gina Dery Dewi Kania Sugiharti Evi Sopiah, Evi Sopiah Fauzi, Muchamad Firman Menne Firmansyah Firmansyah Hanifiyah Yuliatul Hijriah, Hanifiyah Yuliatul Haris, Gusnam Hartanto, Ghani Satria Hasrita Lubis Indri Yuliafitri Inomjon, Qudratov Jamin, Aziean Juliana Juliana Kholidah, Himmatul Kusnendi, Kusnendi Langen Bronto Sutrisno MD SAHIQ, AQILAH NADIAH Mira Yona MOHD HIDZIR, PUTRI ALIAH Mohd Nor, Amirudin Monoarfa, Hilda Muliati Nabiela Rizki Alifa Naili Rahmawati Nasrullah Nugraha, Aa Willy Nurasyiah, Aas Prianto, Susilo Edi Putri, Fira Sartika R. Andy Erwin Wijaya Ririn Tri Ratnasari Rojuaniah Rojuaniah Rosida, Rida Sabri, Nurbaity Sakarji, Siti Rosnita Santika, Syahira Dwi SARKAM, SAIDA FARHANAH Sri Langgeng Ratnasari SRI RAHAYU Suharno Pawirosumarto Syafatul Aqilla Binti Samar, Nur Syafira, Fadillah Nur SYUKRIA, ALFI tanjung, rona Tika Widiastuti Triastuti Kurnianingsih, Heny Utami, Suci Apriliani YAAKUB, NURWAHIDA Yenti Afrida Yuliatul Hijriah, Hanifiyah Yusrita Zain, Zainab Mohd