Abstract
The Indonesian government's service for organizing regular pilgrimages from year to year still shows various problems. This study aims to determine the satisfaction of the pilgrims by analyzed the quality of service for Hajj group 56 at Rembang Regency in 2019, as well as to determine the aspects to improve the quality of Hajj services. The data used in this study was primary data obtained from a survey conducted by distributing questionnaires to the Hajj group 56 pilgrims in 2019 in Rembang Regency. The methodology used in this research was Importance Performance Analysis (IPA) method. The results of the analysis show that the highest value of satisfaction was found in the dimensions of physical evidence (tangibles), namely lodging accommodations in Mecca and Medina. While the lowest satisfaction value was found in the empathy dimension.
Highlights
Abstrak: Pelayanan pemerintah Indonesia terhadap penyelenggaraan haji secara berkala dari tahun ke tahun masih menunjukkan berbagai permasalahan
This study aims to determine the satisfaction of the pilgrims by analyzed the quality of service for Hajj group 56 at Rembang Regency in 2019, as well as to determine the aspects to improve the quality of Hajj services
The results of the analysis show that the highest value of satisfaction was found in the dimensions of physical evidence (tangibles), namely lodging accommodations in Mecca and Medina
Summary
Dimensi bukti fisik (Tangibles) memiliki nilai kepuasan tertinggi yaitu sebesar 0,93 dalam mempengaruhi tingkat kepuasan jamaah haji terhadap pelayanan yang diberikan oleh pemerintah dan petugas haji. Berdasarkan kepuasan dari kelima dimensi diatas kemudian dijabarkan kedalam 30 atribut pertanyaan, dimana didapatkan hasil bahwa jamaah haji merasa tidak puas terhadap pelayanan yang diberikan, dapat dilihat Tabel 2. Berdasarkan data pada Tabel 2, maka dapat disimpulkan bahwa nilai kepuasan paling tinggi yaitu terdapat pada dimensi bukti fisik, atribut nomor 4 (tempat penginapan (hotel) di Mekkah dan Madinah memadai bagi kebutuhan jamaah haji) yaitu dengan nilai 0,96. Hal ini diartikan bahwa jamaah haji merasa pelayanan pada tempat penginapan (hotel) yang ada di Mekkah dan Madinah paling memuaskan diantara pelayanan yang lain. Hotel yang ditempati oleh jamaah haji kloter 56 Kabupaten Rembang di Mekkah yaitu Hotel Al Kiswah yang berada di daerah
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