The Relationship between Service Quality and Hajj’s Applicant Satisfaction Study: the Administration Process, Banyumas Regency

Robbany, Ricky Bayu

Jurnal Ilmiah Administrasi Publik
Vol 4, No 3 (2018): Jurnal Ilmiah Administrasi Publik

The  Hajj  — Arabic for “pilgrimage” — is a five-day religious pilgrimage to Mecca and nearby holy sites in Saudi Arabia that all Muslims who are physically and financially able must perform at least once in their lives. The application plays an important role in all the series of the pilgrims’ satisfaction, Proper and clear policies and regulations in Hajj management are needed in order to prevent ambiguity and ineffectiveness of the Hajj pilgrimage to experience a noble pilgrimage from the beginning to the end. The purpose of this research is to examine the relationship between service providers and Hajj applicant’s satisfaction and identify what is the highest factor in service quality that influences the applicant satisfaction. That knowledge will be used to provide suggestions for policy makers to minimize any possible dissatisfaction in Hajj registration process. The research shows that only four out of five factors in service quality have a positive influence with the applicant. Assurance has the strongest effect on other factors in service quality which influences applicant satisfaction. Hajj applicant believes that among the five factors in service quality, namely tangible, reliability, empathy, and assurance have good results while responsiveness requires to be improved. Consumers hope that the government will improve the policies on Hajj application and its submittal and introduce a new, as least modified process method to minimize problems to increase satisfaction.