Hubungan Kualitas Pelayanan Islami dan Citra Biro Perjalanan (Travel) Terhadap Keputusan Jamaah dalam Menggunakan Biro Perjalanan (Travel) Haji dan Umrah

The Relationship Between Islamic Service Quality and The Image of Travel Agency Toward Customer Decision to Use Hajj and Umrah Travel Agency

Abstrak: Penelitian ini bertujuan untuk menguji hubungan antara kualitas pelayanan Islami dan citra biro perjalanan (travel) terhadap keputusan jamaah dalam menggunakan biro perjalanan (travel) haji dan umrah. Metode yang digunakan dalam penelitian ini adalah kuantitatif dengan analisis korelasi berganda, dengan total sampel 94 orang. Data dikumpulkan melalui kuesioner menggunakan skala likert. Hasil dari penelitian ini menunjukkan bahwa kualitas pelayanan Islami tidak menunjukkan hubungan yang signifikan terhadap keputusan jamaah dalam menggunakan biro perjalanan (travel) haji dan umrah, sedangkan citra biro perjalanan (travel) memiliki hubungan signifikan terhadap keputusan. Namun, secara bersamaan, kualitas pelayanan Islami dan citra biro perjalanan (travel) memiliki hubungan yang signifikan terhadap keputusan jamaah dalam menggunakan biro perjalanan (travel) haji dan umrah.

Kata kunci: Kualitas Pelayanan Islami, Gambar, Keputusan Jamaah, Biro Perjalanan (Travel) Haji dan Umrah.

Abstract: This research aimed to examine the relationship between Islamic service quality and the image of travel agency toward customer decision to use Hajj and Umrah travel agency. The method used in this research was quantitative through multiple correlation analysis, with total sample of 94 person. Data collected through questionnaire used likert scale. The results of this study indicated that Islamic service quality did not show a significant relationship to the customer decision of using Hajj and Umrah travel agency, while image of the travel agency had a significant relation on the decision. However, simultaneously, quality of Islamic services and the image of travel agency had a significant relationship to the customer decision of using Hajj and Umrah travel agency.

Keywords: Islamic Service Quality, Image, Incustomer Decision, Hajj and Umrah Travel Agency.