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Abstrak :
One out of four people in the world is a Moslem, and Indonesia ranks first on the biggest Moslem population in the world. Hundreds of thousands of people go to Makkah each year to make Hajj (pilgrimage). Hajj and Umrah travel agencies as providers of Hajj and Umrah packages are becoming important in Indonesia, as their number is about two hundred agencies. However, there has been little discussion about Hajj and Umrah, especially on Hajj and Umrah travel agencies. The purpose of this paper is to identify the relationships of post-purchase perceived-value to relationship quality, which consists of satisfaction, commitment, and trust, on Hajj and Umrah travel agencies. This study finds that the post-purchase perceived-value significantly affects satisfaction and trust but does not affect commitment. Moreover, satisfaction significantly affects trust and commitment, while trust does not affect commitment.

Abstrak :
Penelitian ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi kinerja biro perjalanan Umrah yang belum banyak dibahas pada penelitian sebelumnya. Selain itu, penelitian ini juga bertujuan untuk mempelajari secara empiris peran dari service leaders’ competencies (SLC) dalam biro perjalanan Umrah. Data dikumpulkan dari 150 agen perjalanan. Dimana setiap agen perjalanan diwakilkan oleh dua orang karyawan. Lisrel 8.8 dan SPSS 2.3 digunakan untuk menganalisis data. Temuan menunjukkan bahwa organizational service orientation (OSO), perceived service quality (PSQ), dan network capabilities (NC) sangat penting dalam meningkatkan kinerja biro perjalanan Umrah. Selain itu, SLC secara signifikan mempengaruhi OSO tetapi tidak mempengaruhi PSQ dan NC. Studi ini menemukan bahwa SLC saja tidak cukup untuk meningkatkan PSQ and NC. Hal ini dikeranakan agar bisa berdampak SLC dipengaruhi oleh beberapa factor seperti budaya atau sistem organisasi, dan followers. SLCmempengaruhi kinerja biro perjalanan Umrah melalui OSO. Resource Capacity (RSC) juga secara positif mempengaruhi NC dan OSO tetapi tidak mempengaruhi PSQ. Penelitian ini juga memberikan kontribusi teoritis seperti mempelajar SLC secara empiris atau literatur tentang religious tourism. Beberapa manajerial juga dijelaskan, serta Batasan dan arah penelitian ke depan ......This research aims to understand factors influencing the performance of Umrah travel agencies, which has been limited to discussed in previous studies. Previous literature on hajj and Umrah service providers mostly focuses on the customers' side. In addition, this research also aimed to empirically study the impact of service leaders' competencies, as there is limited research empirically learning the influence of service leaders' competencies. The data was gathered from 150 travel agencies, with two employees representing each travel agency. Lisrel 8.8 and SPSS 2.3 were utilized to analyze the data. The finding shows that Organizational Service Orientation, Perceived Service Quality, and Network Capabilities are pivotal in enhancing travel agencies' performance. In addition, Service leaders' competencies significantly influence the organization's service orientation but fail to influence the perceived service quality and network capabilities. This study finds that leaders' competencies only are not enough to enhance some organizations' conduct. Leaders' competencies can be used to enhance performance and are influenced by the organization's environment, such as its culture or organizational system, and their followers. Resource capacity also positively influences network capabilities and organization service orientation but fails to influence service quality. Providing service quality requires the whole system or a combination of inputs. The theoretical and managerial contributions are also described, as well as research limitations and future research direction

Abstrak :
Indonesia merupakan negara dengan penduduk muslim terbanyak. Hal tersebut membuat Indonesia sebagai negara dengan jumlah penyumbang jemaah umrah terbesar. Berdasarkan data yang ditunjukkan Kementrian Agama dan Umrah Arab Saudi, jumlah jemaah umrah Indonesia terus meningkat dari tahun ketahun. Animo yang besar pada masyarakat Indonesia untuk melaksanakan ibadah umrah mendorong pertumbuhan penyedia jasa perjalanan umrah dalam menawarkan paket-paket umrah. Namun, masih sedikit penelitian yang membahas mengenai agen perjalanan dan perilaku konsumen terhadap wisata religius, terutama dalam konteks ibadah umrah. Penelitian ini bertujuan untuk menganalisi hubungan antara customer perceived value, satisfaction, company reputation, dan loyalty terhadap customer retention pada agen perjalanan umrah. Data yang terkumpul diperoleh dari penyebaran kuesioner kepada 247 responden masyarakat Indonesia yang melaksanakan umrah dalam 2 tahun terakhir dan menggunakan agen perjalanan umrah dalam perjalananya. Analisis data yang dilakukan melalui analisis deskriptif dan Structural Equation Modeling SEM menggunakan partial least square dengan Smart PLS 2.0. Hasil dalam penelitian ini menunjukkan bahwa customer perceived value memiliki pengaruh yang signifikan terhadap satisfaction, loyalty, dan company reputation. Selain itu, company reputation juga memiliki pengaruh yang signifikan terhadap satisfaction dan loyalty. Hasil lainnya menunjukkan bahwa antara loyalty dan satisfaction, hanya loyalty yang memiliki pengaruh terhadap retention, sedangkan antara satisfaction dan retention tidak memiliki pengaruh yang signifikan. ......Indonesia is the country with the largest Moslem population. It makes Indonesia as one of the most countries with the largest number of umrah pilgrimage. Based on the data by Ministry of Religious Affairs and Umrah of Saudi Arabia, the number of Indonesian umrah pilgrimage have been increasing from year to year. The huge interest of Indonesian people to perform umrah encouraging the growth of umrah travel agencies for offering their umrah packages. Nevertheless, there is still lack of research about travel agencies and consumer behavior towards religious tourism, especially on umrah pilgrimage. Data was obtained based on questionnaire of 247 Indonesian people whom had umrah pilgrimage in the last two years and used umrah travel agencies on their journey. Data was performed by descriptive analysis and Structural Equation Modeling SEM used partial least square with Smart PLS 2.0. The results showed that there is a significant relationship between customer perceived value, satisfaction, company reputation, and loyalty. In addition, company reputation also has a significant relationship to loyalty and satisfaction. Other results showed that between loyalty and satisfaction, only loyalty that has a significant relationship to retention, meanwhile between satisfaction and retention have not significant relationship.