The development of umroh's travel bureau industry. Are increasingly grows. This
situation seen from increasingly of umroh travel bureau each year, even some.
CHAPTER I INTRODUCTION 1.1.
RESEARCH BACKGROUND
The development of umroh’s travel bureau industry. Are increasingly grows. This situation seen from increasingly of umroh travel bureau each year, even some travel bureaus that is initially only focus to holiday tour, starts to develop the service umroh travel bureau. This thing happened because the side of government (DEPAG) does not carry out religious service in umroh. Therefore, the travel bureau sees opportunity and earnings potency from this services are very big.
Along the increases of competition in this industry which cause of increasingly the many travel bureau amounts in umroh service business industry make each of travel bureau compete to make umroh package which is interesting, that is having uniqueness and differentiation to be selected by consumer.
One of the elements in umroh services are accommodations, which consist of Hotel, Catering, Transportation, airlines, and pilgrim counselor. All of this accommodation are directly feel by customer on their experience in umroh traveling. On the other side, this accommodation are part of cost in every umroh travel bureau.
When customer (jamaah) has specified and tries a certain bureau on the way its religious (umroh) service, they will feel " experience" from service given by the travel bureau. When customer hopes that what they have paid to the order of the bureau to get service and guidance on the way in religious service (umroh) according, then the consumer will satisfy. If service given exceeds from does they expect, then the consumer would very satisfy. It is of course all travel bureaus will expect, service which they have gives will gratify all customer (jamaah). Because some of customer (jamaah) which is satisfied and or very satisfying, has a tendency to give recommendation to the friends and family about the travel bureau.
1
PT. Megacitra is one of company offering service on umroh service. Where until now, Megacitra is one of trustworthy company in giving satisfying service to customer (Jamaah). Because, until now PT. Megacitra can fulfill the expectation of Customer (Jamaah) about umroh services. This thing seen from Professional quality of service and competitive price given by PT. Megacitra to Customer (Jamaah). So it raise the trust feel to customer (Jamaah) that seen from customer satisfaction in every umroh package. Based on description above, I am interests to do a research to PT. Megacitra about “Measurement of Customer Satisfaction level toward umroh accommodation services” to know the factor influenced on customer satisfaction in service business
1.2
PROBLEM’S IDENTIFICATION
Like has been describe in Research background, that customer satisfaction is intention of travel bureau in giving service to customer (jamaah). This thing also will be a benchmark to a travel bureau in measuring effectively from service facility that offers to customer (jamaah). In order to reach the purpose, company would always does evaluation to customer satisfaction from every departure covering facility, accommodation and guidance of religious service which they give to customer (jamaah).
Referring to the statement above then it will identify problem as follows: •
What’s make customer (Jamaah) satisfies from an accommodation service of umroh travel bureau?
•
How measuring satisfaction of customer (Jamaah) toward umroh accomodation service?
•
What are the factors from umroh accommodation service that makes customer satisfied?
•
How measuring the priority from customer (Jamaah) toward umroh accommodation services?
2
1.3
RESEARCH LIMITATION
In this research, will be focussed to umroh accomodation service given from PT. Megacitra. Where point of research emphasized to measurement of accomodation service PT. Megacitra to customer (Jamaah) in accommodating customer (Jamaah) in umroh package, which covers accommodation of hotel, catering, transportation, air transport and religious service counsellor. Fifth of this variable also is variable influencing cost expense by company in every umroh package.
PT. Megacitra
Umroh Services
Hajj services
Umroh Plus Services
Umroh Accommodation Hotel comfort, location, facility dan cleanliness Catering Taste, menu variations, on time, serve manner
Transport Condition, Facility, on time
Counsellor famous, communicative, syariat islam, Airlines Major airlines, on time departure, direct destination (no transit)
Figure 1.1 Research limitation
There are five elements that will be research in this accommodation, that is: •
Hotel that consist of; comfort, location, facility and cleanliness
•
Catering that consist of; Taste quality, menu’s variations, on time service, and serve manner.
•
Transportation that consist of Bus/car condition, facility, and on time pick up.
•
Airlines that consist of; major airlines, on time departure and arrival, and directly destination (no transit). 3
•
Counsellor that consist of; famous counsellor, communication skill, and strict to syariat islam in religious service.
1.4
RESEARCH PURPOSE
according to statement and identification of problem which has been submitted before, there are purposes and objectives of this research is: •
knowing the customer satisfaction factor toward umroh accommodation services on umroh travel bureau services.
•
Measures the customer satisfaction of Customer (Jamaah) PT. Megacitra toward accommodation service given to customer..
•
1.5
knowing the behavior and characteristic of umroh customer in bandung
RESEARCH BENEFIT a. Result Of This research, expected able to find new phenomenon about customer satisfaction b. This research will assist PT. Megacitra in reading behavior of the customer (jamaah), so that PT. Megacitra can innovate to make a new umroh program. c. Measures the effectively of program given by PT. Megacitra to customer (jamaah) for the purpose of satisfying customer. d. More understand deeper about umroh travel bureau service industries. Especially about customer satisfaction factor in umroh travel industry.
I.6
WRITING SYSTEMATIC
This Project’s Report will be compiled with writing systematic way as follows :
CHAPTER I: Introduction This chapter contains about Research background, Problem identification in PT. Megacitra that is to know how the customer satisfaction level on PT. Megacitra services before, Research benefit and purpose, research limitations, and writing systematic.
4
CHAPTER II: Theoretical Foundation This chapter describe theory’s that supporting on this research. It started with theory about Service which consist of Definition, Characteristics, Service Management. Then continue by Customer Satisfaction Concept, which also consist of Customer satisfaction strategy and Management. Then the last is about Customer loyalty concept, which consist of definition of loyalty, type of loyalty and others about loyalty literature.
CHAPTER III: Research Methodologies This chapter describe research method, which consist of how to get the sample, and steps about how the data is collect, analyze and interprete the result.
CHAPTER IV: Data processing and Analysis This chapter comprises data which collected about customer characteristics; customer experience, and describe the level of importance and performance in every aspect of accommodation services, to get to know the customer satisfaction as whole. The cartesian diagram also will give an explanation about what factor that must be immediately to improve in the future and what factor that must be keep on performance level.
CHAPTER V: Conclusion and recommendation This chapter comprises conclusion from result of solution about customer characteristics, experience and satisfaction level of umroh accommodation services in PT. Megacitra. And also the recommendation to improve several factor that must be improve on performance in order to increase the satisfaction level of umroh accommodation services.
5
This Page intentional left blank
6
