ANALISIS KUALITAS PELAYANAN HAJI DAN UMROH PADA KANTOR KEMENTERIAN AGAMA KABUPATEN SITUBONDO TAHUN 2019

Abstract

In yuhlic .service.s, citizen.s had the same  righi  to  ohtain  qualiry  services.  Thi.s stud y aimed to determine the qualiry of Hajj and tlmrah services ar the Ministry n/fiefiginu.s Affairs Situhondo R• R• ncy. Tim.s research was quantitative stud y with curve y research u.sink Nirpsimrnnn.s .service qualiry dimension.s. The re.search location was Ministry n/ be/idiom.s Affairs Situhondo Regenc y on PB  Sudirman Street No. 4 Situhondo. The yoyulation in ihi.s .srudJ we.s the rem.srrnnr.s of hajj‘ or the haJj and umroh .service department of the Ministry nf Religion.s  Affair.s Situhondo Regency in the data of  January -March  2019  which  were  314  yeoyle. The .sampling of the re.search using Slovin formula, with the  total  of  76 re.spondenr.s. Retrieval of data used que.stionnaire. Data analy.si.s in  clii.s .study used .servqual with measurement /rvef.s using 5-level Likert .scale. Thi.f .srody used five dinten.sion.s of .service qualiry, name1y rmipiñ Ice, reliahiliry, re.sion.sivenr.s.s, a.s.surance, and empathy. The value of .srrvicr qualiry was obtained from the yerceyiion value of the rem.srrnnr minus rd value n/ eryrcrnrinn.s. The  re.sufr.s showed thai the qualiry of .sorrier.s provided hy the hajj’ and umroh service department of the Ministry of Religious  Amir.s  Situhondo  Regenc y  .showed servqual value of -20.54, which could he categorized as yoor servicequalit y.