Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Jama'ah Umrah Jasmine Tour dan Travel Surabaya


Traveling for Hajj and Umrah requires travel agents who provide maximum and satisfying services. The purpose of this study was to analyze the jamaa'ah's satisfaction with the service quality of Jasmine Tour & Travel Surabaya. This study uses primary data through a questionnaire. The sampling technique used purposive sampling with a sample of 54 samples obtained. This study uses multiple regression analysis methods using SPSS statistical tools. The empirical results show that partially tangible variables, reliability, responsiveness, assurance, and empathy have an effect on consumer satisfaction at Jasmine Tour & Travel Surabaya's Jam'ah Umrah. Apart from that, simultaneously all the independent variables simultaneously have a significant positive effect on consumer satisfaction at Jam'ah Umrah Jasmine Tour & Travel Surabaya.