The Role of Trust in Moderating the Influence of Service Quality on the Satisfaction of Umrah Pilgrims of PT Ila Safinatin Najah
DOI:
https://doi.org/10.31258/ijesh.7.3.241-256Keywords:
Service Quality, Trust, SatisfactionAbstract
This study aims to analyze the role of trust in moderating the effect of service quality on the satisfaction of umrah pilgrims of PT Ila Safinatin Najah. This study consists of three variables, namely, service quality (X), trust (Z), and satisfaction (Y). Research questions in this study include the effect of service quality on satisfaction, the effect of trust on satisfaction, and the effect of service quality moderated by trust on the satisfaction of the umrah pilgrims of PT Ila Safinatin Najah. The sample in this study were pilgrims who had left for Umrah with PT Ila Safinatin Najah in Pekanbaru city, totaling 90 respondents. Data collection was carried out by giving questionnaires to respondents, and the data analysis used was multiple linear regression analysis and moderate regression analysis (MRA) with the help of SPSSThe results showed that service quality has a positive and significant effect, trust has no positive and significant effect, and service quality moderated by trust has no positive and significant effect on the satisfaction of Umrah pilgrims at PT Ila Safinatin Najah.
Downloads
References
Girsang, N. M., Rini, E. S., & Gultom., P. (2020). The Effect Of Brand Image And Product Quality On Re-Purchase Intention With Customer Satisfaction As Intervening Variables In Consumers Of Skincare Oriflame Users – A Study On Students Of North Sumatra University, Faculty Of Economics And Business. European Journal Of Management And Marketing Studies, 5. https://doi.org/10.5281/zenodo.3627548
Hawkins D. I., Best R. J., & Coney KA. (1997). Consumer Behavior. Building Marketing Strategy. Mc Graw-Hill Companies Inc. New York.
Hermawan, K. (2006). Hermawan Kartajaya on Marketing Mix Seri 9 Elemen Marketing. Bandung: PT. Mizan Pustaka
Jahrizal. (2012). The Analysis of the Development Based on Resources at Riau Province: Management Perspective. International Journal of Economics and Research, 3(3),24-32.
Jahrizal., Hamid, M., & Dahlan, T. (2024). Advantages of the Location of the Bukit Batu Small and Medium Weaving Industry Center, Bengkalis Regency. International Journal of Religion, 5(11),7104-7113.
Kementerian Agama Republik Indonesia. (2015). Peraturan no 18 tahun 2015, 8 (33).
Kementerian Agama Republik Indonesia (2024). PPIU kota Pekanbaru
Kotler, P. (2010). Manajemen Pemasaran. Edisi tiga belas Bahasa Indonesia.Jilid 1 dan 2. Jakarta: Erlangga.
Kotler, P., & Keller, Kevin L. (2016). Marketing Management, 15th Edition New Jersey: Pearson Pretice Hall, Inc.
Liman, P. (2016). Analisis Pengaruh Kualitas Produk, Kualitas Layanan, Dan Persepsi Harga Terhadap Kepuasan Pelanggan Pada Minyak Goreng Kemasan. CV. Indo Sari Abadi, 1(6). Juli 2016.
Lovelock, C, & John W. (2011). Pemasaran Jasa Perspektif edisi 7. Jakarta: Erlangga.
Narteh, B. (2015). Perceived service quality and satisfaction of self-service technology: The case of automated teller machines. International Journal of Quality & Reliability Management, 32(4), 361-380. https://doi.org/10.1108/IJQRM-08-2012-0113
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58(1), 111–124. https://doi.org/10.1177/002224299405800109
Putra, A. R. (2022). Pengaruh Motivasi Organisasi Dan Komitmen Terhadap Kinerja Karyawan Dengan Organizational Citizenhip Behavior (Ocb) Sebagai Variabel Intervening Pada Karyawan Rumah Sakit Umum Daerah (Rsud) Dr. Muhammad Zein Painan (2).
Prabowo, A. W. (2018). Analisis Faktor-Faktor Yang Mempengaruhi Market Share Bank Syariah Di Indonesia. Fakultas ekonomi dan bisnis universitas islam negeri syarif hidayatullah jakarta
Saputra, R. D., Umi F., & Riawan. (2020). Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Bagi Pelanggan Terhadap Kepuasan Pelanggan My Kopi. Journal of Marketing Modern, 1(1), 21-33.
Sukmawati, I., James D. D., & Massie. (2015). Pengaruh Kualitas Pelayanan Dimediasi Kepuasan Pelanggan Dan Kepercayaan Pelanggan Terhadap Loyalitas Pelanggan Pada PT Air Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntans.i
Supriyono. (2010). Desain komunikasi visual: Teori dan aplikasi. Yogyakarta: Andi.
Suharto, A. A. (2012). Pengaruh Kualitas Sumber Daya Manusia, Komitmen Dan Motivasi Terhadap Kinerja Pegawai Pada Inspektorat Kabupaten Kediri. Jurnal Ilmu Manajemen, Revitalisasi, 1(3).
Sunarto. (2006). Pengantar Manajemen Pemasaran, Cetakan 1.Yogyakarta: Ust. Press.
Supriyono. (2010). Desain Komunikasi Visual: Teori dan Aplikasi.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services marketing: Integrating customer focus across the firm (5th ed.). McGraw-Hill.
Downloads
Published
How to Cite
Issue
Section
License
Author(s) retain the copyright of articles published in this journal, with first publication rights granted to Indonesian Journal of Economics, Social, and Humanities. All journal content is licenced under Creative Commons Attribution 4.0 International License. This license permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
