(Peer review + Similarity) Important Performance Analysis for Measuring Customer Satisfaction for Umrah Services Bureau

This study aims to determine and test the level of
satisfaction of pilgrims and pilgrims travel agency
PT.Relel Laksana Wisata Jember. The population in
this study were all worshipers who had used the
services of haji PT.Relasi Laksana Wisata Jember
during the 2015-2019 period, amounting to 170
worshipers. Determination of the sample using the
Slovin formula with a sample of 62 pilgrims. The
dimensions of service quality are used to measure the
level of customer satisfaction as many as 5
dimensions of service quality consisting of tangibility,
reliability, responsiveness, empathy, and assurance.
Data analysis uses the IPA (Important Performance
Analysis) method to find out what service attributes
need to be repaired and maintained. The results
showed that there is one service attribute that is
included [1]in the priority panel. Four service
attributes are in quadrant II, maintain performance.
Three service attributes are in low priority III
quadrants. 2 service attributes are in quadrant IV
overload quadrant