Analysis of Satisfaction of Umrah Using Service Quality and Quality Function Deployment Methods

Abstract

The role of the Hajj and Umrah trips is not only to bring their pilgrims to Saudi Arabia. The role of travel here must ensure that pilgrims can get the services provided. From this study, the role of Umrah travel from PT XYZ must be able to meet the quality of service which is a measure of the success of a service. To measure the success of the service, an analysis will be carried out using the Service Quality and Quality Function Deployment methods.

This study aims to measure Umrah pilgrims' satisfaction with services at PT XYZ by using the Service Quality and Quality Function Deployment methods. The use of the Service Quality method is used to measure the quality of service from the attributes of each dimension, so that a gap value will be obtained which is the difference in the congregation's perception. Services that have been received with the hope that the congregation will accept them. Cartesian diagrams are used which aim to group existing attributes to find out which attributes need to be repaired, maintained, and which do not have a significant effect on customer interest. The card diagram is taken from the value that has been obtained from Service Quality and will be used for Quality Function Deployment. Quality Function Deployment is carried out to increase congregation satisfaction, improve product quality, increase product rumors, and increase productivity, the analysis is carried out using the method.

The results of the research based on the Service Quality method on the service performance of PT XYZ's Umrah pilgrims showed that several service performance attributes did not meet the congregation's expectations, as many as 4 attributes that PT XYZ felt needed to pay attention to. Based on the Quality Function Deployment method that has been carried out, the results can be seen through the House of Quality, there are 6 technical factors that are a priority in planning to increase PT XYZ congregation satisfaction.

The role of the Hajj and Umrah trips is not only to bring their pilgrims to Saudi Arabia. The role of travel here must ensure that pilgrims can get the services provided. From this study, the role of Umrah travel from PT XYZ must be able to meet the quality of service which is a measure of the success of a service. To measure the success of the service, an analysis will be carried out using the Service Quality and Quality Function Deployment methods.

This study aims to measure Umrah pilgrims' satisfaction with services at PT XYZ by using the Service Quality and Quality Function Deployment methods. The use of the Service Quality method is used to measure the quality of service from the attributes of each dimension, so that a gap value will be obtained which is the difference in the congregation's perception. Services that have been received with the hope that the congregation will accept them. Cartesian diagrams are used which aim to group existing attributes to find out which attributes need to be repaired, maintained, and which do not have a significant effect on customer interest. The card diagram is taken from the value that has been obtained from Service Quality and will be used for Quality Function Deployment. Quality Function Deployment is carried out to increase congregation satisfaction, improve product quality, increase product rumors, and increase productivity, the analysis is carried out using the method.

The results of the research based on the Service Quality method on the service performance of PT XYZ's Umrah pilgrims showed that several service performance attributes did not meet the congregation's expectations, as many as 4 attributes that PT XYZ felt needed to pay attention to. Based on the Quality Function Deployment method that has been carried out, the results can be seen through the House of Quality, there are 6 technical factors that are a priority in planning to increase PT XYZ congregation satisfaction.