Pelayanan Prima KBIH dan Kepuasan Jemaah Haji - Iis Sumiati; Asep Muhyiddin; Arif Rahman (Tadbir: Jurnal Manajemen Dakwah, 2016)
penelitian untuk mengetahui bagaimana pelayanan prima KBIH Al-Waritsah, bagaimana kepuasan jemaah hajinya, dan bagaimana hubungan pelayanan prima KBIH Al-Waritsah terhadap kepuasan jemaah hajinya. Menurut Parasuraman, Zeithmal dan Bitner pelayanan prima harus meliputi 5 dimensi yaitu: tangibles, reliabillity, responsiveness, assurance dan emphaty.Apabila semua unsur ini terpenuhi maka tujuan perusahaan yaitu kepuasan para pelanggannya akan tercapai yang akhirnya pelanggan akan loyal terhadap perusahaan. Loyalitas pelanggan inilah yang menentukan maju mundurnya suatu perusahaan. Metode penelitian yang digunakan dalam penelitian ini adalah metode survai, Dari hasil penelitian mengenai hubungan pelayanan prima terhadap kepuasan jemaah haji yang dilakukan dan dilanjutkan dengan menganalisis data dengan menggunakan SPSS For Windows Versi 20.0, maka hasilnya adalah terdapat hubungan yang positif dan kuat antara pelayanan prima terhadap kepuasan jemaah sebesar 0,620 atau 62%, berdasarkan uji determinasi diketahui bahwa pelayanan prima mempengarui kepuasan jemaah dengan tingkat pengaruh sebesar 0,720 atau 72%. Sehingga hipotesis yang menyatakan ada hubungan antara pelayanan prima terhadap kepuasan jemaah dapat diterima. Dengan demikian dapat disimpulkan bahwa ada pengaruh positif dari pelayanan prima KBIH (Al-Waritsah) terhadap kepuasan jemaah haji. The research objective was to find out how the KBIH Al-Waritsah excellent service, how satisfied the pilgrims were, and how the relationship between KBIH Al-Waritsah's excellent service to the satisfaction of the pilgrims. According to Parasuraman, Zeithmal and Bitner excellent service must include 5 dimensions, namely: tangibles, reliabillity, responsiveness, assurance and empathy. If all these elements are fulfilled, the company's goal is the satisfaction of its customers will be achieved which ultimately customers will be loyal to the company. This customer loyalty determines the progress of a company. The research method used in this study is a survey method, from the results of research on the relationship of excellent service to the satisfaction of pilgrims conducted and continued by analyzing data using SPSS For Windows Version 20.0, the result is a positive and strong relationship between excellent service to congregation satisfaction is 0.620 or 62%, based on the determination test it is known that excellent service affects the satisfaction of the congregation with a level of influence of 0.720 or 72%. So the hypothesis that there is a relationship between excellent service and satisfaction of the congregation can be accepted. Thus it can be concluded that there is a positive influence of the KBIH prime service (Al-Waritsah) on the satisfaction of pilgrims.