The effect of umrah service quality on umrah customer satisfaction and umrah customer loyalty: evidence from umrah traveling agents in Malaysia

Othman, Bestoon Abdulmaged and Harun, Amran (2021) The effect of umrah service quality on umrah customer satisfaction and umrah customer loyalty: evidence from umrah traveling agents in Malaysia. Technium Social Sciences Journal, 22. pp. 492-546. ISSN 2668-7798

[img] Text
J13150_f76de983c653524f45c42b2a3045ba3a.pdf
Restricted to Registered users only

Download (2MB) | Request a copy

Abstract

The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customerrelated constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

Item Type: Article
Uncontrolled Keywords: Umrah customer loyalty; umrah customer satisfaction; umrah service quality; umrah traveling industry
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management
Divisions: Faculty of Technology Management and Business > Department of Technology Management
Depositing User: Mr. Abdul Rahim Mat Radzuan
Date Deposited: 27 Jan 2022 07:25
Last Modified: 27 Jan 2022 07:25
URI: http://eprints.uthm.edu.my/id/eprint/6260

Actions (login required)

View Item View Item