Title:
THE ROLE OF MUTAWWIF AS A MODERATION IN IMPROVING THE LOYALTY OF THE PILGRIM: STUDY IN PT. AL-MABRUR ACEH

Authors:
*Abdul Muthalib Buchari, Mukhlis and Said Musnadi ,Indonesia

Abstract:
This study examines the effect of exploring the role of mutawwif in moderating the influence of travel agent credibility, price and service quality in increasing the loyalty of pilgrims with pilgrim satisfaction as an intervening variable. The population is all pilgrims at PT. Al-Mabrur Aceh during 2016 to 2018 a number of 771 people, and the sampleis taken based on the method of Maximum Like hood Estimation so it provides 200 respondents. The research model is analyzed using Structural Equation Modeling (SEM), using Amos software. The resuls proves that travel agent credibility has a significant effect on pilgrim satisfaction, price has a significant effect on pilgrim satisfaction, service quality has a significant effect on pilgrim satisfaction, satisfaction has a significant effect on the loyalty of pilgrims, travel agent credibility has a significant effect on pilgrim loyalty, price has no significant effect on pilgrim loyalty, Service quality has a significant effect on pilgrim loyalty, there is an indirect effect of travel agent credibility on the loyalty of pilgrims through the satisfaction of pilgrims, on the indirect effect of prices on the loyalty of pilgrims through pilgrimage satisfaction, there is an indirect influence on the quality of service of pilgrims loyalty through pilgrim satisfaction, and Mutawwif becomes a predictor that moderates the effect of the travel agent credibility and service quality of the loyalty of pilgrims at PT. Al-Mabrur Aceh. These findings contribute academically, especially in the renewal of the causality theories and can be a reference for practical leaders, especially those in PT. Al-Mabrur Aceh. The novelty of this research lies in the combination of previous causality research models, with a new object. The limitation of the study is the number of variables studied and the scope of the study