| Summary: | This Research aims to find out if the dimensions in service quality there
are tangible, reliability, responsiveness, assurance, and empathy to guest
satisfaction at the Hasuna Tour Hajj and Umroh Services and analyze the
dominant factors that impact customer satisfaction Hasuna Tour guests.
This thesis is presented in qualitative and quantitative to get an overview
of various informastion related to the influence of the quality of service to guests
satisfaction. Method of data collection that is used for library studies with writers,
interviews, observation, and data analysis. The data obtained are then analyzed
qualitatively and presented in a descriptive.
The results showed that Hasuna Tour has quality services in the category
of good. It appears from the answers of the respondentd to the questionnaire
submitted statements as well as from other observations wich show agreement on
the good services of physical appearance, reliability serve guests, responsiveness,
assurance, and concern for the guests. The quality perceived by consumers
provide of a good service quality in the provision of services, grow a satisfaction
for consumers.
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