Effect of Service Quality and Price Fixing Hajj Guidance Group to The Satisfaction of Congregation Perform The Pilgrimage

Abstract

. This study was conducted to test the hypothesis whether there is an effect of KBIH service quality on congregational satisfaction, also to test the hypothesis whether the effect of price fixing given by KBIH on congregational satisfaction and to analyze how much influence simultaneously the service quality and pricing given by KBIH on the satisfaction of pilgrims performing the pilgrimage. This type of research is a survey research that makes the behavior of the hajj organizers who are affiliated in 3 (three) KBIH in the Metro city of the Haj season in 2018. The nature of the research is quantitative with a statistical approach. The data was collected by distributing questionnaires and questionnaires using a Likert scale which were then tested for validity and reliability. The population in this study amounted to 351 people. The sampling technique used the Slovin formula with 187 samples. The data analysis technique uses multiple linear regression analysis which previously carried out the classical assumption test including linearity test and normality test. After using multiple regression analysis, the hypothesis is tested using the t test and the F test and knowing the Adjusted R Square. Based on multiple regression analysis with the equation y = 5.072 + 0.268X1 + 0.448X2, the results of this study are: 1) there is a significant effect of service quality on congregation satisfaction with a value of t = 4.196; 2) there is a significant effect of pricing on congregation satisfaction with a value of t = 6,525; and 3) The magnitude of the effect of service quality and price setting simultaneously on the satisfaction of the KBIH congregation is low, only 36.7%.