Umrah Travel Agency Research Articles

The Influence of Service Quality, Prices, and Promotions on the Satisfaction of Pilgrims on Hajj and Umrah Destinations at the Hajj and Umrah Travel Agency PT. Pandi Kencana Murni

This research aims to determine the influence of Service Quality, Price, and Promotion on Umrah Pilgrim Satisfaction at the Hajj and Umrah Travel Bureau PT. Pandi Kencana Murni (Pakem Tours). The sampling technique in this research used the Cluster Sampling technique by taking samples from representatives of the Pakem Tours Palembang, Jakarta, and Makassar branch offices as many as 198 people. The research method used is associative research using primary data obtained from the results of questionnaire answers. The analysis technique used is Multiple Linear Regression. This research shows that simultaneously, there is a positive and significant influence of Service Quality, Price, and Promotion on the Satisfaction of Umrah Pilgrims at the Hajj and Umrah Travel Bureau PT. Pandi Kencana Murni (Pakem Tours). Partial testing shows a positive and significant influence of Service Quality and Price on Congregation Satisfaction at the Hajj and Umrah Travel Bureau PT. Pandi Kencana Murni (Pakem Tours). Partially there is a positive and insignificant effect and no effect of Promotion on Umrah Pilgrim Satisfaction at the Hajj and Umrah Travel Bureau PT. Pandi Kencana Murni (Pakem Tours).

Dapatkah Harga dan Kualitas Pelayanan Berdampak Terhadap Minat Konsumen Pada Biro Perjalanan Haji dan Umroh?

This scientific article investigates the impact of price and quality of service on consumer interest in Hajj and Umrah travel agencies. The study aims to understand the factors that influence consumers' decision-making process when selecting travel agencies for their religious pilgrimages hajj and umrah. The research employs a quantitative approach, utilizing a structured questionnaire to collect data from a sample of potential pilgrims a hajj and umrah in PT. X. Statistical analysis techniques, including regression analysis, are employed to examine the relationships between price, quality of service, and consumer interest. The findings reveal that both price and quality of service significantly influence consumer interest in Hajj and Umrah travel agencies. Specifically, affordable pricing and superior service quality emerge as key drivers for consumers' selection of travel agencies. The study provides valuable insights for travel agencies to enhance their competitive advantage and attract more customers by strategically managing pricing strategies and improving service quality. Moreover, it contributes to the existing body of knowledge on consumer behavior within the context of religious tourism, particularly for the Hajj and Umrah market segment. Further research avenues are proposed to deepen the understanding of consumer preferences and behavior in this domain

Pengaruh Entrepreneurial Marketing terhadap Kinerja Biro Penyelenggara Perjalanan Ibadah Umrah di Provinsi Sulawesi Selatan

The phenomenon of Umrah worship is currently increasing, as evidenced by the large number of pilgrims who perform Umrah every year. The Umrah pilgrimage has also become a business phenomenon for many industries, including the travel and tourism industry. The Umrah pilgrimage travel agency has an important role in facilitating pilgrims in performing the Umrah pilgrimage by meeting their needs such as transportation, accommodation, and so on. Therefore, the increase in the phenomenon of the Umrah pilgrimage also affects the performance of bureaus organizing the Umrah pilgrimage. Based on data from the Ministry of Religion, there has been a significant increase in the number of bureaus organizing Umrah services in the province of South Sulawesi in 2020 by 46 bureaus. Entrepreneurial Marketing is the ability to develop innovative and effective marketing strategies. By using the right marketing strategy, the Umrah travel agency can increase the number of pilgrims registered with the company, while increasing business profits. This can be an opportunity for Umrah travel agents in South Sulawesi Province to improve their performance and develop their business by observing this trend. In this study a correlative descriptive research method was used and 100 questionnaires with a five-point Likert scale were distributed among someone who worked at the Umrah travel agency in South Sulawesi province using the simple random sampling method. To analyze the data, structural equation modeling based on partial least squares was used using SmartPLS. The purpose of this study is to investigate whether Entrepreneurial Marketing has a positive and significant influence on the performance aspects of bureaus organizing Umrah travel in the province of South Sulawesi.

PENGARUH CUSTOMER SERVICE DAN WORD OF MOUTH TERHADAP MINAT BELI KONSUMEN AL AZIZIAH TOUR AND TRAVEL

After the end of the Covid-19 pandemic, the world economy began to show signs of improvement with economic growth in various countries. The economic growth then triggered business development in Indonesia which occurred in various sectors, including the tourism and service sectors such as Hajj and Umrah travel agency companies. With such high competition, Umrah travel organizers need an appropriate way to compete. One of the efforts that can be carried out to compete is to improve the quality of marketing. In obtaining consumers, one of the crucial aspects to keep in mind is the buying interest of Umrah pilgrims, because it can play a role in the success of the Umrah travel agency business. One of the aspects that have an impact on buying interest is service quality, including the customer service section or more commonly referred to as customer service and verbal word of mouth communication or commonly referred to as word of mouth. This study was conducted on Al Aziziah Tour and Travel. Al Aziziah Tour and Travel is a travel agency that organizes umrah in Indonesia. It was founded in 2013 and is headquartered in Bekasi. The purpose of this study is to examine the influence of customer service and word-of-mouth on Al Aziziah's customer purchase intention. A quantitative approach based on a descriptive causal research type was used in this investigation. A total of 325 participants were polled using a non-probability sampling technique. Descriptive statistics and multiple linear regression were employed for data analysis. The data were processed using SPSS Version 23 software. The findings revealed that the customer service factor exhibited a positive and noteworthy impact on purchase intention, with a significance level of 0.000, indicating its significance at a 5% level of significance. The t-value of 7.122 surpassed the t-table value of 1.967. Similarly, the word-of-mouth variable demonstrated a positive and significant influence on purchase intention, with a significance level of 0.000, also surpassing the t-table value with a t-value of 7.435. When considered simultaneously, both customer service and word of mouth significantly affected purchase intention, with a significance level of 0.000 and an F-value of 171.302, exceeding the F-table value of 3.0237. The combined influence of the independent variables, word of mouth, and customer service, accounted for 51.6% of the variation in purchase intention, while the remaining 48.4% was attributed to unexamined factors in this research.

The Effect of Self-Efficacy, Competence, Work Discipline, Employee Engagement on Work Performance and Work Motivation: Empirical Study on Umrah Travel Agency

The purpose of the research to be conveyed is to find the influence between the variables in this paper between independent variables and dependent variables. This study used a survey method. Testing the proposed hypothesis involves the use of statistical expressions or structural models suitable for causal analysis. Therefore, the method used in this study is a quantitative approach with correlational research, which is a type of research that aims to find out whether there is a relationship between several variables (Cooper and Schlinder, 2006). The population in this study is employees of Umrah travel agencies from several Umrah bureaus in Jakarta, Bekasi, Depok, a population of 37 employees with purposive Sampling, Data Analysis Techniques using simple regression analysis assisted by SPSS version 25

BUILDING COMPANY IMAGE AND TRUST OF PROSPECTIVE HAJJ AND UMRAH PILGRIMS THROUGH PUBLIC RELATIONS STRATEGIES


 
 
 Public relations strategy in an era of increasingly rapid business growth, especially in the field of Hajj and Umrah travel agencies, which creates new problems in the form of mushrooming fraud cases. These cases raise concerns for prospective pilgrims about choosing and trusting Hajj and Umrah travel agencies. In practice, PT Freshnel Kreasindo Perkasa Yogyakarta carries out strategies to continue to stand strong amidst business competition and the rise of fraud cases so that the company's image and consumer trust can continue to be built and maintained. This research aims to find out how public relations strategies are in building the company image and trust of prospective Hajj and Umrah pilgrims at PT Freshnel Kreasindo Perkasa Yogyakarta. The theory used in this research is the PENCILS strategy theory developed by Rosady Ruslan. The research method used is descriptive qualitative. The results of this research show that PT Freshnel Kreasindo Perkasa implements the PENCILS strategy in building the image and trust of prospective Hajj and Umrah pilgrims well, while the PENCILS strategy is in the form of publications, events, news, community involvement, information or image, lobbying and negotiating, and social responsibility
 
 

Analysis of Human Resources Performance in the Field of Umrah Travel Administration (Zafa Tour) PT. Zafa Mulia Mandiri Bengkulu

Administration in a company holds considerable control, coordinating all the interests and objectives of the organization or company that is carried out so that it can be united and can be in line with the same place and time, employee assessments must be compared with the targets and standards that have been set. Competition in the business world or business, you could say that competing in the business world is one of the main things that cannot be avoided, so it should be faced and lived. Competition starts from the world of small businesses and the world of large or broad businesses. One of them, for example, such as competition in the Hajj and Umrah travel agency The research method used is a qualitative research method with data collection techniques using observation interviews and documentation as well as informants in this study, namely the filing and equipment section, the data obtained is processed then analyzed comparisons and conclusions This study shows that the performance of the Umrah travel administration is quite tense because it is not only taking care of finances, it turns out that sometimes you have to take care of banners and also browsers for partners, sometimes you also have to take the passports of pilgrims registered by partners.

Victimology Analysis of Umrah Travel Agency Fraud Cases in Indonesia

The exploitation of public interest in Umrah by certain individuals or entities for fraudulent purposes is a prevalent phenomenon. Typically, the prevailing method employed in fraudulent activities is the offer of reduced fees. During the period from 2011 to 2018, Indonesia had multiple instances of fraudulent activities or criminal acts related to Umrah trip. The predominant modus operandi of Umrah fraud typically revolves around the provision of low-cost Umrah packages. The discovery of fraudulent activities disguised as Umrah operations was initiated by the Financial Services Authority (OJK) upon detecting strange and atypical transactions conducted by the company. The Umrah travel agency employs a Ponzi scheme as a means of conducting its business operations, wherein monies obtained from subsequent victims are utilised to finance the travel expenses of prior victims, hence ensuring the coverage of all associated costs. This paper employs a descriptive qualitative methodology. The data gathering process in this study involved conducting a comprehensive review of relevant literature, including reports, documents, prior research, books, scientific works, national and international journals, and other scholarly sources. The perceived effectiveness of state measures addressing crime victims is diminished due to a lack of coherence and support among existing rules. It is imperative to give precedence to the ideas of restorative justice, particularly in relation to individuals who have been victimised by fraudulent activities. The victim's experience of recurrent victimisation, including fraud and the cancellation of their Umrah trip, resulted in psychological pressure. This pressure was exacerbated by the fact that the victim had already undertaken rituals and expressions of gratitude in preparation for the Umrah journey. It is anticipated that there will be a harmonisation of regulations and supervisory functions between the Indonesian Ministry of Religion and the OJK, along with a shared understanding among law enforcement officials and experts. This alignment is crucial to ensure that these entities prioritise the welfare of victims in the execution of their responsibilities. Keywords: fraud, umrah, victims

Strategy for Improving Service Quality of Fatour Travel Bureau PT. Padang Tourism Choices on the Satisfaction of Hajj and Umrah Pilgrims

The more competitors there are in the Hajj and Umrah travel business and as the interest of prospective pilgrims increases in their interest in carrying out the Hajj and Umrah pilgrimage, the quality of service determines the services of the Padang Fatour Travel Office. Implementing a strategy to improve service quality is the key to pilgrim satisfaction and the success of a Hajj and Umrah travel agency in achieving competitiveness. Every company is required to be able to develop and implement a strategy to improve service quality, thereby resulting in satisfaction for Hajj and Umrah pilgrims. In running a business, the company's service quality must provide services that are by Islamic law, of course, the services provided are services that are approved by Allah SWT with the values of beauty in service and actions that are by what Allah SWT permits and prohibits in carrying out activities. economy. The method used in this research is a qualitative approach, which is a field survey and is descriptive. The data collection methods used by the author in this research are observation, documentation, and interviews. The research results show that the strategy to improve service quality carried out by the Fatour Travel Office on the satisfaction of Hajj and Umrah pilgrims is the first strategy, the Fatour Travel Office must maximize branch offices by utilizing social media as a promotional tool. Second, forming an alumni organization to attract prospective pilgrims and so that congregations return to be loyal or subscribe to the services of the Fatour Travel office. Third, the Fatour Travel Office must create a new program, namely creating weekly ritual activities at least once a week. Because ritual activities are important or core activities when pilgrims before leaving for the holy land carry out the Hajj and Umrah.

Investigating the impact of service leaders’ competencies, organisational service orientation, network capabilities, and perceived service quality on Umrah travel agencies’ performance

PurposeThis study aims to fill several gaps in the literature. First, it examines the Umrah industry from the supply side, investigating the pivotal factors for travel agencies’ performance. Second, it empirically investigates service leaders’ competencies specific to the hospital and tourism industry. Third, it clarifies whether there is a direct impact of organisational service orientation on business performance. Fourth, it explores the influence of network capabilities in a service context, specifically in travel agencies, which has rarely been discussed.Design/methodology/approachThis is a mixed-method study with sequential explanatory research design. First, a quantitative approach was conducted with 150 authorised travel agencies in Indonesia, with two manager-level employees representing each agency. The data were analysed using descriptive statistics and structural equation modelling. A qualitative study was conducted to enrich the findings by interviewing the Director of Umrah and Hajj Development of the Ministry of Religious Affairs of the Republic of Indonesia and three other respondents.FindingsService leaders’ competencies and resource capacity significantly influence organisational service orientation, leading to enhanced perceived service quality and performance. In addition, resource capacity influences network capabilities, improving performance.Originality/valueThis study identifies factors affecting the performance of Umrah travel agencies in an intensely competitive environment, which has rarely been discussed. This sheds light on how travel agencies can survive and succeed in this competitive industry. Moreover, this study provides evidence regarding the role of network capabilities in the tourism industry and the impact of organisational service orientation, both directly and indirectly, on performance.

Analysis of Umrah Pilgrimage Service Strategies in Building a Positive Image at PT. Asyesa Hasanah Tour & Travel West Sumatra

The background of this research is the large number of hajj and umrah travel agencies that have been established in West Sumatra which has led to a high level of competition. Besides, there has been a decrease in the number of pilgrims due to Covid-19 and a lack of human resources (HR) at PT. Asyesa Hasanah Tour Travel West Sumatra, causing a lack of effectiveness in providing services to pilgrims. The purpose of this study is to determine the umrah pilgrims' service strategy in building a positive image at PT. Asyesa Hasanah Tour Travel West Sumatra. This study used a qualitative descriptive research method by collecting data using observation, interviews, and documentation. The results of this study indicate that the service strategy carried out by PT. Asyesa Hasanah Tour Travel West Sumatra for Umrah pilgrims is to provide the best possible service starting from their homeland, Saudi Arabia to returning to their homeland, establish cooperation with other companies, establish a relationship with pilgrims, and provide guaranteed accommodation, transportation and the best prices. Meanwhile, the efforts made by PT. Asyesa Hasanah Tour Travel West Sumatra to build a positive image are by forming a pilgrim alumni association, branding personnel within the company, and making promotions honestly.

Oliver’s Four Stage Loyalty Model to Access the Impact of Umrah Services: Evidence from Umrah Travelling Agencies Operating in Pakistan

Objective: The purpose of this study was to analyze service quality relationship with perceived price fairness, word of mouth, and customer loyalty, with the moderating role of religiosity towards Umrah travel agent services in southern Punjab, Pakistan.
 Methodology: Data was collected from Umrah pilgrims through a self-administered questionnaire using convenience sampling method. SPSS and Smart (PLS) v3.0. have been used for analysis. Findings: The results show that service quality, price fairness, and word of mouth are the most significant factors in customer loyalty. However, religiosity did not moderate between these variables and customer loyalty.
 Implications: The study suggests that Umrah travel agencies should focus on service quality and price fairness to build customer loyalty. The study also provides several theoretical and practical recommendations for future researchers.

PENERBITAN SURAT SANGGUP DALAM KASUS BIRO PERJALANAN UMROH FIRST TRAVEL

In this paper, we describe the analysis of the issuance of promissory notes by the owner of the umrah travel agency, First Travel, as a commitment to keep their promises or achievements. However, the victims of the failed Umrah departure by First Travel doubted the ability of the First Travel owner. The letter contains four statements regarding his ability to depart for the remaining prospective Umrah pilgrims and the payment of compensation if they cannot be departed. Initially, the pilgrims were directed to collect the payment through the Delay of Debt Payment Obligation (PKPU), but the pilgrims felt that this was not appropriate because they never gave receivables to First Travel. The plaintiffs are victims, not creditors to investors or First Travel partners. This study uses a normative legal approach and the data used are secondary data through literature study.

Implementation of the principles of financial governance in service companies

The principles of financial governance that can be used to guide the design of service organizations are accountability, efficiency, transparency, legitimacy, and inclusiveness (Lockwood, Davidson, Curtis, Stratford, & Griffith, 2010). Financial governance mechanisms are also important for institutions for business continuity (Gennaro & Nietlispach, 2021). This study aims to analyze the principles of financial governance of companies traveling for Hajj and Umrah services. The research uses a qualitative approach with a phenomenological method that describes and gives meaning to the data. Data were obtained through interviews with the president’s director, director of operations, and finance department. Based on the results of data analysis, it shows that the five principles of financial management that become one unit can be implemented in the form of 1) binding and saving independently, guaranteeing the commitment of both parties; 2) determining packages and costs to facilitate Hajj pilgrims with various requests for facilities; 3) pay for departure, meaning that the company only receives payment after confirmation and schedule of departure; 4) bookkeeping is carried out on every financial transaction that has an impact on account changes; and 5) Infaq and empowerment as a form of redistribution of income and community welfare. The implementation of the five principles of financial governance from this study can be adopted for Hajj and Umrah travel agencies, especially in Muslim-majority countries.

Analysis of Islamic Law on Consumer Protection in Hajj and Umrah Business in Indonesia

This research is motivated by the failure of thousands of Umrah pilgrims to go to Mecca since 2017 but do not get their rights as consumers. Several facts prove that although regulations related to Hajj and Umrah organizers as well as the Consumer Protection Act have explicitly regulated consumer rights, in reality the pilgrims who are victims of hajj and umrah travel agency fraud are still not getting consumer protection. This research is a descriptive qualitative research using a normative juridical approach. Sources of data used in this study are primary data and secondary data obtained from interviews and document studies. This study concludes that the presence of Law No. 8 of 2019 concerning the Implementation of Hajj and Umrah contains the spirit of upholding consumer protection in the Hajj and Umrah business. However, its success is largely determined by the extent to which the regulator empowers internal supervisors to prevent irresponsible practices of hajj and umrah travel agencies. On this side, unfortunately, the role of guidance, supervision and legal protection carried out by the Indonesian Ministry of Religion as a regulator in protecting Hajj and Umrah pilgrims seems to be still at a very low level.

Islamic Business Ethics Implementation Towards Sustainibility Of The Hajj And Umrah Business Travel Agency Of Makassar City

Islamic business ethics implementation could control every business activity. This research was conducted to analyze and confirm how the Islamic business ethics implementation in realizing Hajj loyalty and business sustainibilty of Hajj and Umrah travel agencies in Makassar city. This research was a direct research using a quantitative approach, and used Structural Equation Modeling (SEM) as analysis tool which is PLS (Partial Least Square) in analyzing the effect of the Islamic business ethics implementation toward business sustainibility. The results of the research found that travel agency managers had implemented Islamic business ethics in operating its operational activities including the oneness, the justice, the responsibility and the truth principle which were quite high so it was able to realize business sustainibility or the existence of a travel agency for Hajj and Umrah Makassar city, especially those whom became sample in this study. The results of this research were very encouraging information for the Hajj and Umrah in Makassar city.

Customer participation, value co-creation and customer loyalty: evidence from Umrah travel agencies in Indonesia

PurposeThis study aims to elucidate customer participation and value co-creation in enhancing customer loyalty in the context of Umrah travelers. First, it identifies the antecedents of Umrah travelers’ participation including service brand image, service employee performance and willingness to customize. Second, this study explores the impact of Umrah travelers’ participation in Umrah travelers’ loyalty. Finally, it explores co-creation value (hedonic, refreshment and price) and Umrah travelers’ satisfaction emerging in the relationship between Umrah travelers’ participation and Umrah travelers’ loyalty.Design/methodology/approachThe survey draws its respondents from Umrah participants in Central Java Province, Indonesia, using the purposive sampling method with 459 samples. Data analysis used confirmatory factor analysis and structural equation modeling.FindingsThe results reveal that service brand image, service employee performance and willingness to customize significantly affect Umrah travelers’ participation. Umrah travelers’ participation has an insignificant effect on Umrah travelers’ loyalty; conversely, Umrah travelers’ participation has a significant effect on co-creation value (hedonic value, refreshment and price). Only the price of the co-creation value has a significant effect on Umrah travelers’ loyalty, while hedonic value and refreshment value do not. Finally, Umrah travelers’ participation directly affects Umrah travelers’ satisfaction, and, in turn, Umrah travelers’ satisfaction impacts Umrah travelers’ loyalty.Originality/valueThis study attempts to elucidate the theory of customer participation and value co-creation in the Umrah travelers setting. It identifies the factor determiner of customer participation from the professional aspects of the company, namely, service brand image, service employee performance and willingness to customize. This study explored the importance of value co-creation and customer satisfaction in enhancing customer loyalty.

Persepsi, Motif, dan Perubahan Perilaku Jama’ah Umrah pada Biro Travel Haji dan Umrah di Kota Kediri

The purpose of this study is to determine the perceptions, motives, and changes in the behavior of the Umrah pilgrims at the Haj and Umrah travel agencies in Kediri. This is based on the problem of waiting time for the pilgrimage to depart. So that some Muslims chose Umrah as an alternative to immediately go to Mecca. However, this condition provoked some irresponsible travel agencies to take a chance. This study uses a qualitative research method with the type of case study research. The findings in this study indicate that: First, the perception of Umrah pilgrims on the existence of an Umrah travel agency is still very much needed today because its existence is very helpful in facilitating the process of carrying out the Umrah pilgrimage. Second, there are two different motives for performing the Umrah pilgrimage within the Umrah congregation, namely the motive for worship and others. Third, Umrah has an impact on better behavior than before.

Pengaruh Kepercayaan, Harga dan Kemudahan terhadap Kepuasan Jemaah pada Biro Perjalanan Haji dan Umrah Kota Jambi

This research aims to analyze the influence of trust, price and ease on the consumer satisfaction of users of hajj and umrah travel agencies. The sample in this study is Jemaah on hajj and umrah travel agencies in Jambi city. Collection method using questionnaires and analyzed using verification analysis, analysis tools in research using Multiple Linear Regression, Determination Coefficient (R2), and F Test and tTest.

Faktor-Faktor yang Berhubungan dengan Ketepatan Waktu Vaksinasi Meningitis pada Jamaah Umrah (Studi di Kota Bengkulu)

Background: Meningococcal meningitis is a disease with high morbidity and mortality which, if left untreated, 100% will end in death. Meningitis vaccination is a way to prevent transmission of meningitis in high-risk groups such as Umrah pilgrims. As many as 26.69% of Umrah pilgrims in Bengkulu were late in conducting the meningitis vaccination.Methods: Used is analytic observational research with cross sectional approach. The research sample of 122 people with purposive sampling. Data processing was performed by chi square test by looking at the value of continuity correction and pearson chi-square with α=0.05.Result: There is a significant relationship between the level of knowledge about the time of meningitis vaccination, (p=0,000) and the perseption of role of umrah travel agency (p=0,023) with the timeliness of vaccination. There was no relationship between age (p= 0,328), sex (p=0,998), level of education (p=0,868), type of work (p=1,000), level of knowledge about meningitis (p=0,477), level of knowledge about vaccination meningitis (p=0,903), family support (p=0,083) and distance access to health services (p=0,996) with timely meningitis vaccination in Umrah pilgrims.Conclusion : Knowledge about the timing of vaccination and the perseption of role of umrah travel agency are the main determining factors of the accuracy of meningitis vaccination in Umrah pilgrims.