PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING
Abstract
The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version.
The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.
References
Alma, Buchari. 2013. Manajemen Pemasaran dan Pemasaran Jasa. Edisi Revisi. Bandung: Alfabeta.
Andreassen, Tor Wallin and Lindestad, Bodil. 1998. Customer Loyalty and Complex Sevices ; The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customers with Varying Degress of Service Expertise. International Journal of Service Industry Management Vol. 9 No. 1 pp. 7-23 MCB University Press
Ariszani, Merza., Suharyono, dan Kumadji, Srikandi. 2015. Pengaruh Citra Perusahan Terhadap Kepercayaan Serta Dampaknya Pada Minat Beli. Fakultas Ilmu Administrasi. Universitas Brawijaya Malang. Jurnal Administrasi Bisnis (JAB) Vol. 3 No. 1 Maret 2015
Bharwana, Tariq Khalil, Bashir, Dr. Mohsin, Mohsin, Muhammad. 2013. Impact of Service Quality on Customer’s Satisfaction : A Study from Service Sector Especially Private Colleges of Faisalabad, Punjab, Pakistan. International Journal of Scientific and Research Publications Vol. 3 Issue 5, May 2013
Gou Li Xian. 2011. Corporate, Product, and User Image Dimensions and Purchase Intentions. Journal of Computers, Departement of Marketing School of Business, Renmin University of China, Beijing, China. Journal of Computers, Vol. 6 No. 9, September 2011
Hu, Kai Chieh and Huang, Mei Chieh. 2011. Effects of Service Quality, Innovation and Corporate Image on Customer’s Satisfaction and Loyalty of Cargo Terminal. Departement of Business Administration, Soochow University, Taiwan, R.O.C. Departement of Logistics and Shipping Management, Kainan University, Taiwan, R.O.C. International Journal of Operations Research Vol. 8, No. 4, 36-37 (2011)
Huda, Nurul., Hudori, Khamim., Fahlevi, Rizal., Badrussa’diyah., Mazaya, Dea., Sugiarti, Dian. Pemasaran Syariah (Teori dan Aplikasi). 2017. Edisi Pertama. Cetakan 1. Depok : Kencana.
Irawan, H. 2009. 10 Prinsip Kepuasan Pelanggan. Jakarta: Elex Media Komputindo.
Kaihatu, Thomas S., Daengs, Achmad., Indriantor, Agoes Tinus Lis., Tourism M. Manajemen Komplain. 2015. Yogyakarta : CV. Andi Offset
Kotler Phillip, Kevin Lance Keller. 2012. Marketing Management 14thedition. Jakarta: PT. Indeks Kelompok Gramedia.
Kotler, Philip dan Garry Amstrong. 2012. Principles of Marketing : Global Edition Limited.
Koyong, Tiffani Fika., Tumbel, Altje L., Sepang, Jantje L. 2016. The Influence of Promotional Mix Towards Customer Satisfaction at Novotel Manado Golf Resort & Convention Center. Fakultas Ekonomi dan Bisnis, Jurusan Manajemen Universitas Sam Ratulangi Manado. Jurnal EMBA Vol. 4. No. 2 Juni 2016 Hal. 768-777
Lupiyoadi R. 2013. Manajemen Pemasaran Jasa (Praktik dan Teori). Jakarta: PT. Salemba Empat.
Mahaputra, M. Rizky. 2017. The Influence of Trust and Customer Value to Customer Satisfaction on Bank BRI Branch Soetomo Jambi. Alumni of Economics and Business Faculty, Jambi University, Jambi Indonesia. Saudi Journal of Business and Management Studies. Scholars Middle East Publisher Dubai, United Arab Emirates
Minh, Nguyen Hue., Ha, Nguyen Thu., Anh, Phan Chi, and Matsui, Yoshiki. 2015. Service Quality and Customer Satisfaction : A Case Study of Hotel Industry in Vietnam. Asian Social Science; Vol. 11, No. 10; 2015 Published by Canadian Center of Science and Education.
Pramana, I Gede Yogi. 2016. Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Nasabah dan Loyalitas Nasabah Bank Mandiri Cabang Veteran Denpasar Bali. E. Jurnal Manajemen Unud Vol. 5, No. 1, 2016 : 706-733
Rangkuti, Freddy. 2017. Customer Care Excellence (Meningkatkan Kinerja Perusahaan Melalui Pelayanan Prima). Jakarta: PT. Gramedia Pustaka Utama
Ratnasari, Ririn Tri dan Aksa S.I.P., Mastuti H. 2011. Teori dan Kasus Manajemen Pemasaran Jasa. Bogor : Ghalia Indonesia
Rijwani, Parag, Patel, Rites, and Patel, Nikunj. 2017. Service Quality and Customer Satisfaction : Study of Indian Banks using SERVQUAL. International Journal of Economic Research ISSN : 0972-9380 Vol. 14 No. 18 2017
Robbins, Stephen P. and Judge, Timothy A. 2011. Perilaku Organisasi. Jilid 2. Jakarta: Salemba Empat.
Saragih, Rohmad. 2013. Brand Image dan Tingkat Kepercayaan Konsumen. Universitas Telkom: Bandung. Jurnal Administrasi Bisnis Universitas Padjajaran Bandung Vol. X, No. 3 November 2013 Hal. 3147-3196
Setiawan, Heri. And Sayuti, A. Jalaluddin. 2017. Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty : An Assessment of Travel Agencies Customer in South Sumatra Indonesia. Bussiness Administration Departement, State Polytechnic of Sriwijaya, Indonesia. IOSR Journal of Bussiness and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 19, Issue 5. Ver. III (May. 2017), PP 31-40
Timotius, Kris H., 2017. Pengantar Metodologi Penelitian (Pendekatan Manajemen Pengetahuan untuk Perkembangan Pengetahuan). Yogyakarta: Penerbit Andi.
Untari, Dhian Tyas. 2019. Manajemen Pemasaran : Kasus dalam Pengembangan Pasar Wisata Kuliner Tradisional Betawi. Banyumas : CV. Pena Persada
Wahyono, Seno Aji dan Susilawati. 2016. Pengaruh Bauran Promosi Terhadap Kepercayaan dan Dampaknya Terhadap Keputusan Mahasiswa Memilih Kuliah (Studi Kasus Politeknik LPKIA Kota Bandung). Jurnal Indonesia Membangun ISSN 1412-6907 Vol. 2 No. 1
Yin, Yee and T.M. Faziharudean. 2010. Factors Affecting Customer Loyalty of Using Internet Banking in Malaysia. Journal of Electronic Banking Systems Faculty of Business and Accountancy. University of Malaya
Copyright (c) 2020 Jurnal Ilmiah Bisnis dan Ekonomi Asia

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.