The Effect Of Service Quality, Trust And Crm On Umrah Pilgrims' Loyalty In PT Atta Almukarramah Umroh & Haji Tourism I
DOI:
https://doi.org/10.37476/presed.v3i1.114Keywords:
Service Quality, Trust, CRM, Consumer LoyaltyAbstract
This research aims to determine (a) The influence of service quality, trust and CRM, partially on the loyalty of Umrah pilgrims to PT Atta Almukarramah Wisata Umrah & Hajj (b) The influence of service quality, trust and CRM, simultaneously on the loyalty of Umrah pilgrims to PT Atta Almukarramah Umrah & Hajj Tourism (c) the most dominant variable among the influences of service quality, trust and CRM, on customer loyalty at PT Atta Almukarramah Umrah & Hajj Tourism. The sample in this research was 85 pilgrims at PT Atta Almukarramah Wisata Umrah & Hajj. The research used multiple linear regression analysis methods with data collection using a questionnaire with a Likert scale. The results of the research show that (a) The influence of service quality, trust and CRM, partially has a positive and significant effect on the loyalty of Umrah pilgrims at PT Atta Almukarramah Wisata Umrah & Hajj (b) The influence of service quality, trust and CRM, simultaneously has a positive and significant effect towards the loyalty of Umrah pilgrims at PT Atta Almukarramah Wisata Umrah & Hajj (c) the variable that has the most dominant influence on the loyalty of pilgrims at PT Atta Almukarramah Umrah Tourism is quality service.
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