The Influece of Service Quality and Intelegence Emotional to Satisfaction of Pilgrims in Lhokseuamwe and Characteristic Indivual as Moderate Variable

Proceedings of the Proceedings of the 1st International Conference on Finance Economics and Business, ICOFEB 2018, 12-13 November 2018, Lhokseumawe, Aceh, Indonesia Pub Date : 2019-10-25 DOI:10.4108/eai.12-11-2018.2288799

N. Nurmala, Sullaida Sullaida, Marbawi Marbawi, Yusniar Yusniar, Azhar Azhar

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Abstract

The purpose of this study is to analyze the effect of service quality and emotional intelligence on the satisfaction of pilgrims in Lhokseumawe, with individual characteristics as moderating variable. Sampling of population used probability sampling. The samples of research are 200 people and data analyzed by using Structural Equation Model. Based on the reasearch conclude that service quality and emotional intelligence are influences to satisfaction of pilgrims in Lhokseumawe. While, individual characteristics do not affect to satisfaction of pilgrims in Lhokseumawe. But individual characteristics moderate of emotional intelligence on the satisfaction of pilgrimsin Lhokseumawe. Keyword: Quality of Service, Emotional Intelligence, Individual Characteristics, and Satisfaction

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服务质量和智力情绪对洛修庵朝圣者满意度的影响，特征个体为调节变量

本研究以个体特征为调节变量，分析服务品质与情绪智力对罗雪玛寺朝拜者满意度的影响。总体抽样采用概率抽样。研究样本为200人，数据采用结构方程模型进行分析。本研究发现，服务品质和情绪智力是影响罗雪玛寺朝拜者满意度的因素。而个体特征对罗雪玛寺朝圣者的满意度没有影响。但个体特征的情绪智力对朝拜者的满意度影响不大。关键词:服务质量，情商，个体特征，满意度

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Proceedings of the Proceedings of the 1st International Conference on Finance Economics and Business, ICOFEB 2018, 12-13 November 2018, Lhokseumawe, Aceh, Indonesia

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