Texts

THE RELATIONSHIP BETWEEN SERVICE QUALITY AND HAJJ'S APPLICANT : Satisfaction Study The Admnistration Process, Banyumas Regency

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The hajj - Arabic for "pilgrimae" - is a five-day religious pilgrimage to Mecca and nearby holy sites in Saudi Arabia that all Muslims who are physicall and financially able must perform at least once in their lives.The Hajj's application process is the first series of activities to be completed by the pilgrim's tasked with the goal to attend a pilgrime. The Hajj's application is submitted daily by thousand of potential pilgrims while pilgrimes occur only once annualy. this fisrt step has become a serious management problem in Indonesia. The application plays an important role in all the series of the pilgrims' satisfaction because it influences all the personal data used throughout the procedure such as fingerprints, blood, hair, and face type. 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 result while responsiveness to be improved. Consumers hope taht 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.

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Ketersediaan

20190207

TES 352.63 ROB t 2018 k.1

Fadel Muhammad Resource Center (ilmu sosial)

Tersedia

Informasi Detail

Judul Seri

-

No. Panggil

TES 352.63 ROB t 2018

Penerbit

Tokyo, Japan : Tokushoku University., 2018

Deskripsi Fisik

vii, 59 halaman : - : 29 cm

Bahasa

ISBN/ISSN

-

Klasifikasi

352.63

Tipe Isi

text

Tipe Media

unmediated

Tipe Pembawa

-

Edisi

-

Subjek

TESIS
Civil Service
Service quality
Ibadah Haji
TESIS DOUBLE DEGREE
Haji

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Ricky Bayu Robbany

Versi lain/terkait

Lampiran Berkas

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