Pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan jamaah umroh PT. Sela Express Tour and Travel Pekanbaru

This study aims to see the quality of service and trust that have a significant effect on the satisfaction of Umrah pilgrims at PT Sela Express Tour and Travel Pekanbaru. The data collection method used in this study is a questionnaire and documentation method. There are 339 populations and 50 samples in this study obtained from calculations using the Sugiyono formula. The data analysis technique used is the f test t test, multiple linear regression analysis and the coefficient of determination test. The types and techniques of secondary data collection used consisted of primary data obtained directly from respondents using questionnaires and interviews and data collected using observation techniques and data analysis techniques used were quantitative methods. The results of the research on the f test of 0.000 Ftable 3.19 shows that there is a simultaneous influence of service quality and trust on congregational satisfaction. In the t-test of 2.338 > t-table 2012 the variable of service quality (X1) has an effect on the variable of pilgrims' satisfaction (Y). The coefficient table value is 0.187 > 0.05, which means that the service quality is partially not significant to the satisfaction of the congregation. Then the trust variable 2,968 > t table 2012 (X2) has an effect on the pilgrims' satisfaction variable (Y). The value of the coefficient table is 0.000