NAVIGATING THE PATH TO RE-PATRONAGE THROUGH SERVICE QUALITY, CUSTOMER TRUST, AND SATISFACTION

Abstract

Due of the high number of Indonesian pilgrims requesting Hajj, the projected time to receive a quota is considerable. Balikpapan is one of Indonesia's areas with a lengthy Hajj wait. Indonesian Muslims' enthusiasm of Hajj makes everyone strive for the quota. Umrah is an alternative way for Muslims to develop their relationship with Allah SWT while waiting for Hajj turn. Thus, Umrah travel become one of the fastest-growing industries. Several Indonesian Umrah travel agents failed to send his pilgrims due to the consumer confidence issue in Umrah travel. It creates new company struggle to compete with established ones. This research explores how service quality, customer trust, and customer satisfaction affect re-patronage intention in PT Sabitah Nur Travel. Researchers used quantitative methods and 143 pilgrims used Umroh services as the respondents of this study. This research employs Regression analysis which classical assumption tests used (normality, multicollinearity, and heteroscedasticity) to analyze data. Both completely and partly, customer trust significantly influences re-patronage intention via customer satisfaction. Re-patronage is significantly influenced by customer satisfaction. Service Quality has insignificantly influence on re-patronage intention, hence Customer Satisfaction significantly mediated. These findings show that satisfying pilgrims will establish a re-patronage intention and that potential pilgrims should utilize this journey.