(Peer review + Similarity + Dokumen) 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.