A Fuzzy Servqual Method for Evaluated Umrah Service Quality

Abstract

As a country with the largest Muslim population in the world, Umrah has become one of the forms of worship desired by most Muslims in Indonesia. In Indonesia, the umrah pilgrimage is commonly organized by a travel organization certified with excellent services as mandated in the regulations of the minister of religion. Service quality is a determining factor in customer satisfaction. Hence, this study was conducted to conclude whether a service was able to fulfill the needs, desires, and expectations of a pilgrimage trip. The main purpose of this study was to determine the quality of the umrah service. The approach of service quality used as a reference in this study is the Service Quality (Servqual) method. The Servqual method is a questionnaire used to determine service quality by measuring the gap level (G) between perceived services (P) and expected services (E), G=P-E. There are five dimensions of service quality that are used: reliability, responsiveness, assurance, empathy, tangible. In this study, we use the fuzzy Servqual method, which is a combination of Servqual and fuzzy theory, to produce more accurate values. There are 27 questions in the survey. The questions are consisting of five Servqual dimensions assessed by 151 respondents. The results of this study indicate that all dimensions of umrah services have a negative gap, the most significant gap is the assurance dimension, with the value of - 0.29.