ABSTRACT
Rizky Junuar Alamsyah, 2018, The Effect of Quality of Service on Umrah Customer Satisfaction at PT. Tour of the Gathering of the Prophet of Malang; Thesis, Management Study Program, STIE Asia Malang, Advisor: Mr. Rifki Hanif SE., MM. PT.Tur Silaturahmi Nabi known as Tursina Tours is a company engaged in travel and tourism services. And this company is also known as an Umrah and Hajj travel agency plus. The existence of facilities owned Umrah travel is very important to travel umrah worship supported with adequate service quality so that customers can utilize the facility well. The purpose of this study was to determine the effect of service quality which includes tangible, reliability, responsiveness, assurance, and empathy affect customer satisfaction and also to find out the quality of service the most dominant influence on customer satisfaction. The type of research used in this research is explanatory research and the research method used is quantitative. The population in this study amounted to 158 umrah customers in PT. Tur Silaturahmi Nabi Malang. The number of samples is 30 respondents by using purposive sampling technique. The results of this study found that service quality variables that include reliability affect customer satisfaction. Then for variables tangible, responsiveness, assurance and emphaty have no effect on customer satisfaction. And the variables that have the most dominant influence are the variable reliability to customer satisfaction in PT, Tur Silaturahmi Nabi Malang. Suggestions for future research are adding independent variables in addition to service quality that might affect customer satisfaction.

Keywords: Service Quality, Customer Satisfaction

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• Pengaruh kualitas layanan terhadap kepuasan pelanggan umrah di pt.tur silaturahmi nabi malang
  Rizky Junuar Alamsyah 15101272p Manajemen