MEASUREMENT OF CUSTOMER SATISFACTION LEVEL TOWARD UMROH ACCOMODATION SERVICES CASE STUDY PT. MEGACITRA.

• Main Author: Sigit Purnomo (NIM: 190 04 070 ), Dicky
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5961
• Institution: Institut Teknologi Bandung

Abstract: <br /> <br /> <br /> <br /> Growth of umrah travel bureau industry in Indonesia also push the presents of other new umra travel bureau which cause more tight competition in umra travel bureau industry. This thing happened because the side of government (DEPAG) doesnt organize umra travel services in the same manner as government organize in Hajj travel services. Therefore, the government opens opportunity for the side of private sector to carry out umra travel bureau services. One of umra travel bureau in Indonesia that is PT. Megacitra which is one of the market leader in umra travel bureau industry because considered by customer as trustworthy bureau, The thing is anticipated by quality of service assessed by customer has gratified. <br /> <br /> <br /> <br /> This research aim to know perception of umra customer about quality of service given PT. Megacitra, and to know image of customer satisfaction level in the case of umra accommodations services passed to Megacitras umra tour package. The object in this research is Megacitra umras regular customer. Variable in this research consisted of five accomodation services given by PTMegacitra that is hotel, catering, transportation, air transport and religious service counselor, while variable measured at this research is customer satisfaction as a whole seen out of five accomodation services. Research type applied is descriptive, and method applied is survey with technique systematic random sampling, with number of samples 50 respondents. Measurement technique (analysis) data applied is Servqual. Result of research indicates that accomodation quality of service given PT. Megacitra to level of cutomer importance has just fulfilled 3 variable from 5 variable measured, that is hotel variable, catering and umra counselor. While 2 variable which below standard level of cutomer importance of that is; transportation and air transport. <br /> <br /> <br /> <br /> Therefore, writer suggests that PT. Megacitra shall be more increase accommodations quality of service at transportation aspect and air transport to give maximum satisfaction about service of accommodations given PT. Megacitra, also as effort to maintain customer loyalty, which had been form since long time back. <br />