Effendi, Urfi Azizah Akhiruna (2020) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN JAMAAH UMROH PADA PT CMM WISATA HAJI & UMROH BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.
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Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Jamaah Umroh pada PT CMM Wisata Haji & Umroh Banjarmasin, jenis penelitian ini adalah penelitian kuantitatif. Sampel yang diambil sebanyak 40 responden dengan menggunakan rumus Slovin. Pengumpulan data diambil dengan menggunakan teknik yaitu Kuesioner dengan menggunakan skala likert. Alat analisis statistik yang digunakn adalah analisis linear beganda dngan menggunakkan apliskasi IBM Statistic verssi 23. Berdasarkan hasil perhitungan dan pengujian didapatkan hasil variabel tangible berpengaruh positif dan signifikan terhadap kepuasan jamaah umroh dengan thitung 2,521 >ttabel0,3120, variabel reliability berpengaruh positif akan tetapi tidak signifikan terhadap kepuasan jamaah umroh dengan thitung 0,402 > ttabel 0,3120, variabel responsiveness tidak berpengaruh positif akan tetapi signifikan terhadap kepuasan jamaah umroh dengan thitung -2,706 < ttabel 0,3120, variabel assurance tidak berpengaruh positif dan signifikan terhadap kepuasan jamaah umroh dengan thitung 0,073 < ttabel 0,3120, variabel emphaty berpengaruh positif dan signifikan terhadap kepuasan jamaah umroh dengan thitung 2,136 > ttabel 0,3120, variabel tangible, reliability, responsiveness, assurance dan emphaty berpengaruh secara simultan tehadap kepuasan jamaah umroh dengan Fhitung 5,946 > Ftabel 2,43. Hasil pengujian selanjutnya berdasarkan Koefisien Determinasi didapatkan hasil pengaruh tangible, reliability, responsiveness, assurance, dan emphaty secara parsial terhadap kepuasan jamaah umroh dengan hasil regresi adalah sebesar 0,482 atau 48,2%, dan hasil pengujian terakhir didapatkan hasil pengaruh tangile, reliability, responsiveness, assurance, dan emphaty terhadap kepuasan jamaah dengan hasil signifikansi adalah sebesar Fhitung 5,946 lebih besar dari Ftabel 2,43. Hasil penelitian ini dapat menjadi acuan bagi berbagai pihak untuk meningkatkan kepuasan jamaah umroh. Untuk itu perlu dilakukan peningkatan kualitas pelayanan secara terus-menerus. This study aims to determine and analyze the Effect of Service Quality on the Satisfaction of Umrah Pilgrims at PT. CMM Hajj & Umrah Tour Banjarmasin, this type of research is quantitative research. Samples taken as many as 40 respondents using the Slovin formula. Data collection was taken using a technique that is a questionnaire using a Likert scale. The statistical analysis tool used is multiple linear analysis using the IBM Statistics version 23 application. Based on the calculation and testing results obtained tangible variables have a positive and significant effect on the satisfaction of Umrah pilgrims with t count 2.521> ttable 0.3120, reliability variable has a positive effect but not significant on the satisfaction of Umrah pilgrims with tcount 0.402> ttable 0.3120, the responsiveness variable has no effect positive but significant to the satisfaction of Umrah pilgrims with t-count 2.706 <ttable 0.3120, the assurance variable does not have a positive and significant effect on the satisfaction of Umrah pilgrims with tcount of 0.073 <ttable 0.3120, empathy variables have a positive and significant effect on the satisfaction of Umrah pilgrims with tcount 2,136> ttable 0,3120, tangible variables, reliability, responsiveness, assurance and empathy simultaneously affect the satisfaction of Umrah pilgrims with Fcount 5.946> Ftable 2.43. Further testing results based on the Determination Coefficient obtained the results of tangible influence, reliability, responsiveness, assurance, and empathy partially on the satisfaction of pilgrims with a regression result of 0.482 or 48.2%, and the final test results obtained the influence of tangile, reliability, responsiveness, assurance, and empathy for the satisfaction of pilgrims with a significance result of Fcount 5.946 greater than Ftable 2.43. The results of this study can be a reference for various parties to increase the satisfaction of Umrah pilgrims. For this reason, it is necessary to continuously improve the quality of service.
Item Type: | Thesis (Diploma) |
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Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Jamaah Umroh |
Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions |
Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
Depositing User: | Urfi Azizah Akhiruna Effendi |
Date Deposited: | 27 Aug 2020 04:21 |
Last Modified: | 27 Aug 2020 04:21 |
URI: | http://eprints.uniska-bjm.ac.id/id/eprint/1476 |
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