RECOMMENDATIONS FOR IMPROVEMENT OF UMRAH SERVICES USING THE FUZZY SERVQUAL METHOD APPROACH AT PT. NOORABIKA BANDUNG

Indonesia is a country with the largest Muslim population in the world, therefore the people of Indonesia have a sense of desire to worship in the holy land of Mecca-Medina, this makes researchers want to give recommendations to PT. Noorabika, which is engaged in the field of Hajj and Umrah services, for that in order to improve services to companies, a study was conducted beginning with the observation and distribution of questionnaires from several indicators designed. These indicators are obtained through interviews and some existing literature in literature studies. The method used is the fuzzy method which is integrated with servqual. The results obtained from the level of satisfaction of PT Umrah Umrah. Noorabika Bandung as a whole is classified as satisfied. This can be seen from the results of the analysis of the level of suitability between employee performance with the expectations of pilgrims who give results 75.09%. Of the 26 indicators that have the highest score, namely fast and responsive employees in dealing with congregational complaints, while the indicators that have the lowest score are the patience of worship guides towards the Congregation. Based on the calculation of perception and expectation gap, obtained 5 criteria that need to be prioritized to improve the improvement of the quality of Umrah worship services, namely 1) The company tries to accommodate the aspirations of the congregation, 2) Patience of worship guides in dealing with the Congregation 3) Neatness of employee appearance 4) Conditions transportation (bus) from Bandung to Soekarno Hatta airport 5) Office Design.