THE RELATIONSHIP BETWEEN ADMINISTRATIVE PERFORMANCE AND THE LEVEL OF SATISFACTION AMONG HAJJ AND UMRAH PILGRIMS
Abstrak
The implementation of hajj and umrah pilgrimage is a form of religious service that is strongly influenced by the administrative performance quality of the organizing institution. This study aims to determine the relationship between administrative performance and the level of pilgrim satisfaction at PT Nurul Haramain. This research employs a quantitative approach with an associative research design. The population consists of all pilgrims who used the services of PT Nurul Haramain, with samples selected through purposive sampling. Data were collected through a Likert-scale questionnaire measuring indicators of administrative performance (service timeliness, data accuracy, procedural simplicity, information clarity, and staff attitude) and pilgrim satisfaction (expectation conformity, service satisfaction, and repurchase intention). The results indicate that administrative performance has a positive and significant effect on pilgrim satisfaction, with service speed and information clarity being the most dominant indicators. These findings emphasize the importance of human resource competency development, system integration, and procedural simplification as strategies to enhance pilgrim satisfaction
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