Service Quality Related to Customer Satisfaction with Umrah Worship Package Preparation at PT. Marco Tour and Travel Jakarta: Spearman’s Correlation Coefficient

Abstract

. This study aims to determine the level of service quality (SERVQUAL) for umrah package preparation at PT. Marco Tour and Travel Jakarta. Umrah is a journey of worship for Muslims that requires careful preparation. Customers who engage the umrah service go through various procedures such as administrative registration, payment, and manasik (training). The study focuses on customer perceptions of the application of SERVQUAL at PT. Marco. The method used is to categorize the various facilities and services into the SERVQUAL Parahsuraman factors, consisting of Tangible, Reliability, Responsiveness, Assurance, and Empathy. Respondents for this research are customers who have arrived at the final step of the preparation process for umrah worship, that is, manasik. A random sample method was used to evaluate the respondents. Researchers surmise the presence of monolithic correlations between variables with highly variable correlations. Identification of correlations between variables is expected to show the variables that indicate the characteristics of the umrah service industry.