THE INFLUENCE OF CUSTOMER TRUST AND DECISION MAKING FROM CONSUMER TESTIMONIALS USING GONTOR'S HAJJ AND UMROH SERVICES IN THE MANAGEMENT REVIEW OF HAJJ AND UMROH GIRO
DOI:
https://doi.org/10.32332/multazam.v4i1.9011Keywords:
customer trust, decision-making, pilgrimage, umrahAbstract
The study of consumer decisions in choosing KBIHU services is essential, considering the high need for Muslims to perform Hajj in Indonesia. Data from the 2024 population census notes that Indonesia's population reaches 281.64 million people, while the Hajj quota is limited. Although there are various Hajj and Umrah service bureaus, consumers need to be careful because of the rampant cases of fraud and illegal acts in this sector in Indonesia. Safety and trust are key factors that must be considered before consumers choose Hajj and Umrah service bureaus in their area. Factors influencing consumer decisions involve brand, quality of service, pricing, promotion, and word-of-mouth testimonials. This study aims to examine the impact of brand trust and word of mouth testimonials on consumer decisions in choosing KBIHU Gontor services. This research approach is qualitative, involving direct surveys and analysis of data from previous scientific literature.
References
Adry Aditya Maulana, Ulfiah Novita. “Pengaruh Customer Experince, Kepercayaan Konsumen, Dan Penanganan Keluhan Terhadap Kepuasan Konsumen Jama’ah Umroh Pada Pt. Hamkagiat Di Pekanbaru.” Jurnal Ekonomi Dan Ilmu Sosial (JEIS) 02, No. 01 (2023): 52–58.
Aisyah, Lisda, Meichio Lesmana, Muhammad Sauqi, And Agus Alimuddin. “Analysis Of The Effect Of Gross Domestic Product (GDP) And Total Population On State Tax Revenue (2016-2020).” Islamic Economics Journal 8, No. 1 (2022): 71. Https://Doi.Org/10.21111/Iej.V8i1.7503.
Akhmad Irwansyah Siregar, Riko Mappadeceng. “Pengaruh Kepercayaan, Harga Dan Kemudahan Terhadap Kepuasanjemaah Pada Biro Perjalanan Haji Dan Umrah Kota Jambi.” Lembaga Penelitian Dan Pengabdian Kepada Masyarakat Universitas Batanghari Jambi, 2020.
Amin, Zakky Fakhril. “MULTAZAM : Jurnal Manajemen Haji Dan Umrah” 1, No. 2 (2021): 132–44.
Arif Zakiyyatan Effendi, Rama Chandra. “Pengaruh Promosi Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Melalui Keputusan Pembelian Pada Travel Umroh Dan Haji Plus PT. Inyong Travel Barokah.” Jurnal Sekolah Tinggi Ilmu Ekonomi Indonesia, 2020.
BPKH Public Relations. “Arab Ambassador Increases Quota For Hajj Pilgrims. BPKH (Hajj Financial Management Agency,” 2021.
Buddy, Tabroni And Fahruddin Salim. “Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Reputasi Perusahaan (Studi Empiris Pada Perusahaan Travel Umroh Dan Haji Di Jakarta Timur).” Jurnal Ekonomi Bisnis Dan Manajemen 4, No. 2 (2019): 67–71.
CNN Indonesia. “5 Countries With The Largest Hajj Quotas In The World,” 2022.
KBIHU ISID. Application For Operational Permit Extension (2019).
Lesmana, Meichio, Shaibul Khair, Amin Firdaus, Azzam Rainizan, And Farhan Fitrah. “Sustainable Traditional Market Innovation In Modern Online 5 . 0 System Market Development” 6, No. 1 (2024): 27–41.
Lumpur, Kuala. “5 Th International Conference On Business , Education , Social And Technology ( ICBEST2024 ),” No. January (2024).
Sidiq, Fachri Muhamad, Siti Nurma Rosmitha, Meichio Lesmana, F Syafiq, And Muhammad Iqbal F. “Analisis Strategi Pendistribusian Zakat Produktif Dalam Mensejahterakan Masyarakat Indonesia” ADILLA : Jurnal Ekonomi Syariah 7, No. 2 (2024): 99–110.
Values, Islamic, Corporate Culture, And Resources Performance. “International Conference On Economy , Management , And Business ( IC-Embus ) The Role Of Islamic Values In The Formation Of Corporate Culture And Human Resource Performance In Business” 1 (2023): 503–11.
