The influence of Umrah service operation on customer value, trust, and commitment

IF 16.4 1区化学 Q1 CHEMISTRY, MULTIDISCIPLINARY Accounts of Chemical Research Pub Date : 2023-08-07 DOI:10.21511/im.19(3).2023.05

Dr Aisyah Rahmawati, Candidate, Professor Sucherly, Associate Professor Asep Mulyana

{"title":"The influence of Umrah service operation on customer value, trust, and commitment","authors":"Dr Aisyah Rahmawati, Candidate, Professor Sucherly, Associate Professor Asep Mulyana","doi":"10.21511/im.19(3).2023.05","DOIUrl":null,"url":null,"abstract":"Umrah is one of the Muslim pilgrimage journeys to the holy city of Makkah. Many Umrah agents provide good services to attract customers. One of the crucial aspects for Umrah agents is service operation quality. The study aims to investigate the influence of service operations on the value, trust, and commitment of Umrah pilgrims in Jakarta, Indonesia. This paper uses a quantitative approach and employs SEM-PLS to analyze the data. Data were collected through an online questionnaire from 425 respondents. The respondents are Umrah pilgrims who performed their pilgrimage before 2019 through agents registered in Jakarta. However, only 370 responses qualified. The results show a strong relationship between service operations and customer value, trust, and commitment. There is also a relationship between customer value and customer commitment and between customer trust and customer commitment. Service operations also have an influence on commitment with trust as a mediator. However, service operations do not influence commitment when mediated by customer value. The practical implication of this study is that Umrah agents should increase their service operation, particularly information technology-based services, add Islamic and social values, and increase the cognitive commitment among customers.","PeriodicalId":1,"journal":{"name":"Accounts of Chemical Research","volume":null,"pages":null},"PeriodicalIF":16.4000,"publicationDate":"2023-08-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Accounts of Chemical Research","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.21511/im.19(3).2023.05","RegionNum":1,"RegionCategory":"化学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"CHEMISTRY, MULTIDISCIPLINARY","Score":null,"Total":0}

引用次数: 0

Abstract

Umrah is one of the Muslim pilgrimage journeys to the holy city of Makkah. Many Umrah agents provide good services to attract customers. One of the crucial aspects for Umrah agents is service operation quality. The study aims to investigate the influence of service operations on the value, trust, and commitment of Umrah pilgrims in Jakarta, Indonesia. This paper uses a quantitative approach and employs SEM-PLS to analyze the data. Data were collected through an online questionnaire from 425 respondents. The respondents are Umrah pilgrims who performed their pilgrimage before 2019 through agents registered in Jakarta. However, only 370 responses qualified. The results show a strong relationship between service operations and customer value, trust, and commitment. There is also a relationship between customer value and customer commitment and between customer trust and customer commitment. Service operations also have an influence on commitment with trust as a mediator. However, service operations do not influence commitment when mediated by customer value. The practical implication of this study is that Umrah agents should increase their service operation, particularly information technology-based services, add Islamic and social values, and increase the cognitive commitment among customers.

查看原文

微信好友朋友圈 QQ好友复制链接

本刊更多论文

Umrah服务运营对客户价值、信任和承诺的影响

朝觐是前往圣城麦加的穆斯林朝圣之旅之一。许多朝觐代理商提供良好的服务来吸引客户。对朝觐代理商来说，服务运营质量是一个至关重要的方面。本研究旨在调查服务运作对印尼雅加达朝觐朝圣者的价值、信任和承诺的影响。本文采用定量方法，采用SEM-PLS对数据进行分析。数据是通过一份来自425名受访者的在线问卷收集的。受访者是通过在雅加达注册的代理商在2019年之前进行朝圣的朝觐朝圣者。然而，只有370份回复符合要求。结果显示，服务运作与客户价值、信任和承诺之间存在密切关系。顾客价值与顾客承诺、顾客信任与顾客承诺之间也存在一定的关系。以信任为中介，服务运营也对承诺产生影响。然而，当以顾客价值为中介时，服务运作并不影响承诺。本研究的现实意义在于，朝觐代理商应加强服务运作，特别是信息技术服务，增加伊斯兰和社会价值，并增加顾客的认知承诺。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文去求助

来源期刊

Accounts of Chemical Research 化学-化学综合

CiteScore

31.40

自引率

1.10%

发文量

312

审稿时长

2 months

期刊介绍： Accounts of Chemical Research presents short, concise and critical articles offering easy-to-read overviews of basic research and applications in all areas of chemistry and biochemistry. These short reviews focus on research from the author’s own laboratory and are designed to teach the reader about a research project. In addition, Accounts of Chemical Research publishes commentaries that give an informed opinion on a current research problem. Special Issues online are devoted to a single topic of unusual activity and significance. Accounts of Chemical Research replaces the traditional article abstract with an article "Conspectus." These entries synopsize the research affording the reader a closer look at the content and significance of an article. Through this provision of a more detailed description of the article contents, the Conspectus enhances the article's discoverability by search engines and the exposure for the research.