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All Journal Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis IJBE (Integrated Journal of Business and Economics) JMM (Jurnal Masyarakat Mandiri) JEMMA | Journal of Economic, Management and Accounting Jurnal Manajemen Bisnis Eka Prasetya Economics and Digital Business Review Nobel Management Review JURNAL AGROSAINS : Karya Kreatif dan Inovatif Bussman Journal : Indonesian Journal of Business and Management Amsir Management Journal Jurnal Pengabdian Masyarakat Waradin Economics and Business Journal Jurnal Aplikasi Manajemen & Kewirausahaan MASSARO (JIMBE) Jeinsa : Jurnal Ekonomi Ichsan Sidenreng Rappang Nobel Community Services Journal JURNAL RUMPUN MANAJEMEN DAN EKONOMI Advances in Management & Financial Reporting Advances in Business & Industrial Marketing Research Celebes Journal of Community Services PENG: Jurnal Ekonomi dan Manajemen Tepak Sirih : Jurnal Pengabdian Kepada Masyarakat Madani Jurnal Akuntansi Pajak dan Manajemen Masterpiece Journal Society Service Insight Journal of Economics and Management Technologies
Azlan Azhari
Universitas Negeri Makassar
Religion Agriculture, Biological Sciences & Forestry Humanities Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Journal : Jeinsa : Jurnal Ekonomi Ichsan Sidenreng Rappang

 1 
ANALISIS CUSTOMER TRUST DAN CUSTOMER EXPERIENCE DALAM MENENTUKAN LOYALITAS JAMAAH UMRAH PADA PT ARRAFSYAH SAFARI HARAMAIN Hasnidar, Hasnidar; Wardhana Haeruddin, Muhammad Ilham; Azhari, Azlan
Jurnal Ekonomi Ichsan Sidenreng Rappang Vol 4 No 2 (2025): Hal
Publisher : Universitas Ichsan Sidenreng Rappang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61912/jeinsa.v4i2.242

Abstract

The Umrah travel industry in Indonesia, particularly in Makassar, is experiencing rapid growth but faces challenges such as intense competition, fraud issues, and increasing consumer demands for service quality. In this context, customer trust and customer experience are crucial factors in building Umrah pilgrim loyalty. This study aims to analyze the influence of customer trust and customer experience on loyalty through customer satisfaction as a mediating variable among pilgrims at PT Arrafsyah Safari Haramain in Makassar. The research method employed a quantitative approach with survey techniques and data analysis using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results show that customer experience significantly influences pilgrim satisfaction and loyalty, while customer trust has no significant effect on satisfaction but a positive effect on loyalty. Furthermore, satisfaction has been shown to play a significant role as a mediator in the relationship between customer experience and loyalty. These findings emphasize that Umrah travel agencies need to prioritize improving the overall customer experience, while maintaining trust, to build long-term pilgrim loyalty.
Co-Authors Abd Khalik Abdul Khalik Abdul Rahman Achmad Ridha Ahmad Fauzi Ahmad Firman Ahrianto Saputra Ainul Fitria Al Maududi, A. Abul Al’la Al Maududi Alief Ikhsan Alim Rahmat, Muhammad Rijal Amalia Ramadani Putri R Anang Setiawan Andi Muh. Aman. Z Andi Ririn Oktaviani Andini Astuti Putri Andriansyah Andriansyah Anita Anita Arbiatun Adawya Asri asri Asri Asri Asrianti Wulandari Athira Purnama Aulia Nur Ayla Qaisyarah Badaruddin Badaruddin Burhamzah, Rahmat Darmiah darwis darwis, darwis Dhinda Dwi Maharani Eky Maulia Salsabila.P Fadil Muhammad Fatmasari Fitri Aulia Ramadani Fitria Ramadana Fitriany Fitriany Ghazyah Dinah Hasbiah Hasnawiyah Hasnawiyah Hasnidar Hasnidar Hasnidar Hasnidar Indah Cahya Kamila Indri Iswardhani Irma Trisnawati Jessica Evanjelista Samba Jusri Kartika Kartika Legistha Meidy Astuty Lidya Anastasya Lira Saputri M Maryadi Majiding, Nurul Chalisa Malikah Balqis Mariah Marpia, Marpia Maryadi Maryadi Maryanti Mirnawati, Sitti Muh Ahlul Dzikry Muh Alqadri Muh. Ahimsyah Muh. Dian Pratama Putra Muh. Rifki Muhammad Alif Al Thufail Muhammad Alif Zulfikar Muhammad Idris Muhammad Idris Mulyana Anugerah Annisa Mulyawan, Heru Dwi Muthiah Noviyanti Mutmainnah Irwan Naila Az Sahra Nayla Sibilia Nur Alya Af-Daliyah Nur Annisa Asa’d Nur Hasni Nur Hikmah Nur Ichwana Nur Mutasya Nurbayani Nurbayani Nurjannati Nurjannati Nurul Annisa Septyanti Nurul Aulia Nurul Isnaeni Nuryuni Assyahra Nurzamnatussyamsi J Handaling Pribadi, Kuntomo Agung Putri Ramsinah Ramadhani Putri Raya Ramadhani Nardy Rachmat Nur Afiat Rahmadani Almur Rahmadani Saparuddin Rahmat, Muh. Rijal Alim Reynilda Reynilda Rezki Amalia Rezki Amalia Putri Rifqah Maharani Riska Riska Mahesa Ayu Romansyah Sahabuddin Salmawati Abbas Siti Nurfaizah Syarif Sitti Hadijah, Sitti Sri Asriani Sri Astuti Nasir Sri Wahyuni Nengsi Supira Supira Swietha Manggarani Syahwa Annisah Sylvia, Sylvia Utari, Nur Wahyuddin, Muh. Asri Winda Natasya Windarsari, Wiwin Riski Yuswari Nur