Pilgrimage organizers monitoring system to improve Umrah services (case study: Sub directorate of Umrah development of the ministry of religious affairs of the Republic of Indonesia)

Kumaladewi, Nia; Anas, Muhammad Yusuf; Ratnawati, Suci; Huda, Muhammad Qomarul; Durachman, Yusuf

doi:10.1109/citsm.2017.8089306

Cited by 4 publications

(6 citation statements)

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“…The price dimension comprises defining the level of charges, the pricing technique, pricing strategies, and approaches and rapports of expense in services (Kotler et al , 2014) .In the travel industry, traveling cost is very sensitive to customers. The influential factors for structuring Umrah traveling price in packages is based on the cost of duration of stay with quality service and investment on traveling (Al-Qarni et al , 2013; Kumaladewi et al , 2017) .…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

“…Total of 12 million spiritual and religious tourists visit the two holy cities of “Mecca” and “Medina” on an annual basis. This numbers are anticipated to increase to 17 million by 2025 as the Muslim population of the world is increasing, which is expected to reach 26.4 per cent of the overall world population (Kumaladewi et al , 2017). “Hajj and Umrah” are types of pilgrimages that are made essential in the holy Quran, based on the following ayat : “And complete the Hajj and Umrah for Allah” (Gannon et al , 2017).…”

Section: Introductionmentioning

confidence: 99%

“…In 2017, approximately 250,000 people from Malaysia performed their Umrah, with expectations for 300,000 people in 2018 (Hassan et al , 2016). But there are some customers whinges connected to Umrah Tourism in Malaysia with 214 objections linking to Umrah travel scams between 2012 and 2016 (Kumaladewi et al , 2017).…”

Section: Introductionmentioning

confidence: 99%

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The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia

Othman

Harun

Almeida

et al. 2020

JIMA

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Purpose With growing mobility in a globalized world and an estimate of more than 300 million people going on religious pilgrimages every year, various researchers have been focusing on pilgrimage-driven travel services. In this context and within the Islamic religious tradition, the “Umrah” is used as a case study in this paper. In addition, this study also investigated the effects of Umrah SMM (promotion, place, people, product, price, process, physical evidence, marketing communication and after sale service) on customer satisfaction and loyalty toward Umrah travel agents in “Malaysia.” Design/methodology/approach Convenience sampling technique at four international airports in “Malaysia” was used to obtain data from Umrah travelers who had used Umrah services at least once. A total of 384 usable questionnaires were collected from this study and the data were analyzed using the partial least square. Findings The result indicated that the marketing mix has a significant positive effect on customer loyalty through customer satisfaction both directly and indirectly. This study will be of interest to the Umrah travel industry, for Malaysia and all the other countries, in understanding how marketing mix strategies are essential in maintaining a long-term relationship with customers. Originality/value The literature on Umrah travel services revealed that the traditional service marketing mix (SMM) of 7P’s is inadequate. The purpose of this paper is to address this gap and examine an innovative service marketing mix strategy for “Umrah Service” including marketing communication and after sales service. It investigates the effects of enhanced Umrah SMM on customer satisfaction and loyalty towards Umrah travel agents in “Malaysia”.

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Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia

Othman

Harun

Almeida

et al. 2020

JIMA

View full text Add to dashboard Cite

show abstract

“…As depicted in Table 2, the average score of the cost perception (CP) is 1.90, which implies a moderate perception level. As commonly found in several empirical findings on customer satisfaction, the price remains an important aspect that directly affects the individual level of satisfaction as consistently shown in the case of the pilgrimage industry (Othman et al, 2020;Al Qarni et al, 2013;Kumaladewi et al, 2017). From the economic point of view, the customer's perception of the hajj cost may reflect the willingness to pay to apply for hajj services.…”

Section: Resultsmentioning

confidence: 88%

Public Service Satisfaction on Hajj-Related Services in Indonesia: Demographic Analysis

Fathurrahman

Abidin

Utami³

2021

JAM

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Measurement of public service satisfaction with government services serves as a valuable reflecting point for public officials to improve the public service quality. Pilgrimage to Mecca and Medina in Saudi Arabia is considered as a national duty and government responsibility in countries with a significant number of Muslim citizens. This article analyzes primary data from the 2019 national public service satisfaction survey on hajj-related services within Indonesian territory collected by the Ministry of Religious Affairs to examine variation across demographic backgrounds. 1,491 respondents participated in the survey representing individual appraisals toward various services during departure and returning phases. The main focus of investigation are the six selected service dimensions, namely, 1) Individual capability, 2) Ease of access to information, 3) Service procedures, 4) Speed of service, 5) Facilities and infrastructure, and 6) Cost-related perception. The results of regression analysis support diverse roles of demographic variables in explaining variance in public service satisfaction feedback. The empirical findings suggest that people with a higher-level education are more likely to experience less satisfaction. Meanwhile, females are likely to perceive higher satisfaction with the provided services than the males.

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“…Indonesia has potential in the field of organizing the Umrah and Hajj pilgrimages (Wu and Mursid, 2019). Public interest in performing Umrah worship is so high (Kumaladewi et al, 2017;Korayan and Djayaputra, 2018). The average increase in the number of Umrah pilgrims from 2016-2019 is 12.65% per year.…”

Section: Introductionmentioning

confidence: 99%

A Tale of Umrah Pilgrims Fraud in Indonesia: a Narrative Review Indicating and Anticipating “Fake Bureau”

Ardani

Setiawan

Munir

et al. 2022

iijse

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The umrah bureau sector in Indonesia has great business potential. The increasing number of umrah pilgrims are not accompanied by a level of literacy towards the credibility of the bureau. This raises problem in the form of umrah bureau business practices that are illegal. A lot of fraud cases has caused huge losses to the pilgrims as consumers. This study aims to reveal the factors that causes umrah bureau fraud and formulate anticipatory steps for bureau that indicated fake. The method used is narrative review by elaborating previous research, literature studies, and also supporting database of cases that validate. This research composed by 35 literatures synthesized. The characteristics of the umrah bureau which are indicated fake, including: 1) sloping prices accompanied by promos; 2) travel legality; and 3) ponzi business model. To anticipate, prospective pilgrims should not be tempted by the promos offered by bureau. Prospective pilgrims must also dig up information related to permits, track records and feedback, as well as transparency of facilities that will be provided by the bureau. Regulators must tighten supervision of the business climate through cooperation with associations of umrah organizers in the local area. That way, consumer protection for the umrah bureau will be more secure.

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Pilgrimage organizers monitoring system to improve Umrah services (case study: Sub directorate of Umrah development of the ministry of religious affairs of the Republic of Indonesia)

Cited by 4 publications

References 1 publication

The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia

The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia

Public Service Satisfaction on Hajj-Related Services in Indonesia: Demographic Analysis

A Tale of Umrah Pilgrims Fraud in Indonesia: a Narrative Review Indicating and Anticipating “Fake Bureau”

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