The effect of umrah service quality on umrah customer satisfaction and umrah customer loyalty: evidence from umrah traveling agents in Malaysia

The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customerrelated constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service

The influence of service marketing mix and umrah service quality on customer satisfaction and customer loyalty towards umrah travel agents in Malaysia

In the Malaysian Umrah industry, there are so many new participants selling and offering similar products and services. As a result, Umrah providers must compete to survive in this industry, as there are currently so many competitors. They need to focus on customers’ special needs and preferences to maintain and retain the long-term relationship. Thus, the objective of this study is to examine the relationship between service marketing mix and Umrah service quality on customer loyalty towards Umrah travel agents, and the mediating effect of customer satisfaction in the relationship between service marketing mix/service quality and customer loyalty towards Umrah travel agents in Malaysia. This study explored and integrated two new dimensions (not Ps) for service marketing mix namely after-sale service and marketing communication rather than traditional service marketing mix of 7 P’s. The study’s research framework was supported by the Stimulus-Organism-Response theory. Three of the four main constructs namely; service marketing mix, Umrah service quality and customer satisfaction were conceptualised as second order constructs and assessed via the reflective-formative approach. Customer loyalty which acted as the dependent variable was measured reflectively through seven multi items. All the items were assessed using the 5-point Likert scale. Data was derived from 384 Umrah customers who have used Umrah traveling services. All the constructs such as product, price, promotion, place, people, process, physical evidence, marketing communication, and after-sale service (marketing mix), Umrah service quality includes tangibles, reliability, responsiveness, assurance, and empathy had significant effects on customer satisfaction and customer loyalty. However, second hypothesis Umrah service quality and customer loyalty which were found not significant. Two indirect effect hypotheses to examine the role of customer satisfaction as mediators were accepted as full mediation. The study findings were discussed thoroughly and concluded with a discussion on the implications, the limitation of the study and recommendations for future study

The influence of service marketing mix and umrah service quality on customer satisfaction and customer loyalty towards umrah travel agents in Malaysia

In the Malaysian Umrah industry, there are so many new participants selling and offering similar products and services. As a result, Umrah providers must compete to survive in this industry, as there are currently so many competitors. They need to focus on customers’ special needs and preferences to maintain and retain the long-term relationship. Thus, the objective of this study is to examine the relationship between service marketing mix and Umrah service quality on customer loyalty towards Umrah travel agents, and the mediating effect of customer satisfaction in the relationship between service marketing mix/service quality and customer loyalty towards Umrah travel agents in Malaysia. This study explored and integrated two new dimensions (not Ps) for service marketing mix namely after-sale service and marketing communication rather than traditional service marketing mix of 7 P’s. The study’s research framework was supported by the Stimulus-Organism-Response theory. Three of the four main constructs namely; service marketing mix, Umrah service quality and customer satisfaction were conceptualised as second order constructs and assessed via the reflective-formative approach. Customer loyalty which acted as the dependent variable was measured reflectively through seven multi items. All the items were assessed using the 5-point Likert scale. Data was derived from 384 Umrah customers who have used Umrah traveling services. All the constructs such as product, price, promotion, place, people, process, physical evidence, marketing communication, and after-sale service (marketing mix), Umrah service quality includes tangibles, reliability, responsiveness, assurance, and empathy had significant effects on customer satisfaction and customer loyalty. However, second hypothesis Umrah service quality and customer loyalty which were found not significant. Two indirect effect hypotheses to examine the role of customer satisfaction as mediators were accepted as full mediation. The study findings were discussed thoroughly and concluded with a discussion on the implications, the limitation of the study and recommendations for future study

Star Rating Factors for Umrah Services: The Perspectives of Umrah Operators and Consumers

The star rating system is widely used in the hotel industry to classify hotels according to their quality. However, the Umrah industry in Malaysia has yet to adopt the system. Thus, their services are not monitored by a controlled and reliable rating system. The star rating is deemed important to Umrah consumers as the system would provide the consumers with information about basic facilities or services that can be expected. Hence, the purpose of this study is to explore the key elements of a star rating that would suit the Umrah industry in Malaysia and to accomplish this, perspectives of Umrah operators and Umrah consumers are gauged. One hundred and eighty-one Umrah operators, namely the marketing managers, were involved in this study as respondents. Three hundred eighty-four individuals who had performed Umrah were also engaged as respondents. The information was then analysed using the Statistical Package for the Social Sciences (SPSS) software. The findings of this study confirmed that the top five-star rating factors identified by the Umrah operators and Umrah consumers were the mutawwif’s expertise, the hotel, problem-solving, valence, and airlines

Star rating factors for umrah services: the perspectives of umrah operators and consumers

The star rating system is widely used in the hotel industry to classify hotels according to their quality. However, the Umrah industry in Malaysia has yet to adopt the system. Thus, their services are not monitored by a controlled and reliable rating system. The star rating is deemed important to Umrah consumers as the system would provide the consumers with information about basic facilities or services that can be expected. Hence, the purpose of this study is to explore the key elements of a star rating that would suit the Umrah industry in Malaysia and to accomplish this, perspectives of Umrah operators and Umrah consumers are gauged. One hundred and eighty-one Umrah operators, namely the marketing managers, were involved in this study as respondents. Three hundred eighty-four individuals who had performed Umrah were also engaged as respondents. The information was then analysed using the Statistical Package for the Social Sciences (SPSS) software. The findings of this study confirmed that the top fivestar rating factors identified by the Umrah operators and Umrah consumers were the mutawwif’s expertise, the hotel, problem-solving, valence, and airlines

Do we care about going green? Measuring the effect of green environmental awareness, green product value and environmental attitude on green culture. An insight from Nigeria

As the environment continues to aggravate, it has become a purposeful public concern in developed countries and has recently stirred developing countries to join the green movement. Hence, this study examines green environmental awareness, green product value and environmental attitude by applying the measurement of effects on green culture. The study applied a quantitative research approach where a cross-sectional survey designed with 267 respondents’ green consumer who lived in the urban area of Abuja and employed partial least squares structural equation modelling (PLS-SEM) using SmartPLS3 to examine the developed path model. The results indicated that all constructs were empirically supported showing significant impact on green culture while examining direct relationships. The resulting (Q2) value is larger than zero (0) in the path model, this specifies that exogenous constructs have a good index for predictive relevance on the endogenous construct being investigated. Among the construct, awareness is the most important predictor and green product value tends to show a modest impact on environmental attitude. The study suggests that policymakers should place emphasis on environmental values to boost environmental awareness among young consumers in the process of making purchases. Specifically, environmental attitude was found to have full mediation on the relationship between green product value and green culture. However, no mediation occurs in the relationship between environmental awareness and green culture. The study concluded that awareness regarding going green activism in Nigeria among young consumers is still a matter of concern despite its impact and therefore, practitioners and collaborators in the green industry need to apply aggressive efforts to achieve this pathway, to ensure the design and implementation of effective policies that will promote going green and enhance the green circular economy

The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia

Purpose – With growing mobility in a globalized world and an estimate of more than 300 million people going on religious pilgrimages every year, various researchers have been focusing on pilgrimage-driven travel services. In this context and within the Islamic religious tradition, the “Umrah” is used as a case study in this paper. In addition, this study also investigated the effects of Umrah SMM (promotion, place, people, product, price, process, physical evidence, marketing communication and after sale service) on customer satisfaction and loyalty toward Umrah travel agents in “Malaysia.” Design/methodology/approach – Convenience sampling technique at four international airports in “Malaysia” was used to obtain data from Umrah travelers who had used Umrah services at least once. A total of 384 usable questionnaires were collected from this study and the data were analyzed using the partial least square. Findings – The result indicated that the marketing mix has a significant positive effect on customer loyalty through customer satisfaction both directly and indirectly. This study will be of interest to the Umrah travel industry, for Malaysia and all the other countries, in understanding how marketing mix strategies are essential in maintaining a long-term relationship with customers. Originality/value – The literature on Umrah travel services revealed that the traditional service marketing mix (SMM) of 7P’s is inadequate. The purpose of this paper is to address this gap and examine an innovative service marketing mix strategy for “Umrah Service” including marketing communication and after sales service. It investigates the effects of enhanced Umrah SMM on customer satisfaction and loyalty towards Umrah travel agents in “Malaysia”

The effect of electronic word of mouth communication on purchase intention moderate by trust: a case online consumer of Bahawalpur Pakistan

The aim of this study is concerned with improving the previous research finding complete filling the research gaps and introducing the e-WOM on purchase intention and brand trust as a moderator between the e-WOM, and purchase intention an online user in Bahawalpur city Pakistan, therefore this study was a focus at linking the research gap of previous literature of past study based on individual awareness from the real-life experience. we collected data from the online user of the Bahawalpur Pakistan. In this study convenience sampling has been used to collect data and instruments of this study adopted from the previous study. The quantitative research methodology used to collect data, survey method was used to assemble data for this study, 300 questionnaire were distributed in Bahawalpur City due to the ease, reliability, and simplicity, effective recovery rate of 67% as a result 202 valid response was obtained for the effect of e-WOM on purchase intention and moderator analysis has been performed. Hypotheses of this research are analyzed by using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The result of this research is e-WOM significantly positive effect on purchase intention and moderator role of trust significantly affects the relationship between e-WOM, and purchase intention. The addition of brand trust in the model has contributed to the explanatory power, some studied was conduct on brand trust as a moderator and this study has contributed to the literature in this favor. significantly this study focused on current marketing research. Unlike past studies focused on western context, this study has extended the regional literature on e-WOM, and purchase intention to be intergrading in Bahawalpur Pakistan context. Lastly, future studies are recommended to examine the effect of trust in other countries allow for the comparison of the findings

The effect of corporate social responsibility activities on customer satisfaction towards hypermarkets in Kuala Lumpur Malaysia

This study focused on identifying the effect of activities related to corporate social responsibility on customer satisfaction towards hypermarket. In this study, corporate social responsibility activities were investigated based on four dimensions including, community support, environmentally friendly, sell locally produced products, treating employees. The use of a survey was employed, in which questionnaires were distributed to the respondents, which were 384 customers of selected hypermarkets located within the area of kuala lumpur. An analysis of the collected data was performed using SmartPLS. Based on the result of the statistical analysis, corporate social responsibility activities (community support, environmentally friendly, sell locally produced products, treating employees). This aspect has a desirable consequence on the satisfaction of customers. A conclusion of the study was drawn and a number of recommendations were given based on the findings. One of the major conclusions of the study is that corporate social responsibility activities can only yield optimal performance and customer satisfaction if it is combined with knowledge, experiences and outstanding abilities in the use of community support, environmentally friendly, sell locally produced products, treating employees

The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malaysia

In the Malaysian Umrah industry, there are so many new entrants selling and offering similar products and services. As a result, Umrah providers must compete to survive in the Umrah travel industry, as there are currently so many competitors. They need to focus on customers’ special needs and preferences to maintain the long-term relationship. Hence, the purpose of this research is to identify the relationship between service marketing mix and customer’s loyalty towards Umrah travel agents in Malaysia. The customers who performed Umrah more than once were on the focus of this study. The necessary data were collected from 384 respondents through a structured questionnaire using a convenience sampling technique. The results of the research confirm that all “service marketing mix” elements (“price, product, place, promotion, process, people, and physical evidence”) show significant positive effects on customer loyalty. This study will be of interest to the Umrah travel industry in understanding how marketing mix strategies are essential for maintaining a long term relationship with customers