Abstract
The impact of Umrah service quality on customer satisfaction towards Umrah travel agents in Malaysia
Highlights
Service quality (SQ) is one of the key factors and result oriented strategies to satisfy customers and convince them to become loyal customers by delivering quality based products and services to reach their needs and desires
According to Rajaratnam et al (2014) in the industry of Umrah travel most of the agents deliver their customers with some common services but different service quality is the key factor in gaining competitive advantage
We have calculated the reliability of the questionnaire and the reliability for all variables lied in the acceptable range according to Nunnally’s (1978) minimum threshold of 0.70
Summary
Service quality (SQ) is one of the key factors and result oriented strategies to satisfy customers and convince them to become loyal customers by delivering quality based products and services to reach their needs and desires. According to Rajaratnam et al (2014) in the industry of Umrah travel most of the agents deliver their customers with some common services but different service quality is the key factor in gaining competitive advantage. While according to Othman et al, (2018) the services of Umrah traveling is many Muslim countries is managed by the governments their self and many of them have less competent human resources and budgets. Further with regret this may lead to customer’s dissatisfaction. The intention of this paper is to discover the perception of Umrah travel agents regarding the impact of service quality (SQ) on customer satisfaction (CS) in Malaysia
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