Ferry Firdaus, Margono Setiawan, D. Djumahir, S. Sumiati
High growth of umrah pilgrims encourages rapid development umrah service providers in Indonesia. Under such conditions, competition for market share of umrah pilgrims is also getting tougher. This study aims is to examine the effect of emotional intelligence and spiritual intelligence on service quality, customer satisfaction and customer loyalty, as well as effect of service quality on customer satisfaction and effect of customer satisfaction on loyalty. Data was collected from umroh pilgrims and analyzed by Structural Equation Modeling (SEM) through software of SmartPLS (Partial Least Square). 2.0. The research results can be explained as follows. First, emotional intelligence has positive and significant effect on service quality. Second emotional intelligence has positive and significant effect on customer satisfaction. Third, emotional intelligence does not have positive and significant effect on loyalty. Forth, spiritual intelligence has positive and significant effect on service quality. Fifth, spiritual intelligence has positive and significant effect on customer satisfaction. Sixth, spiritual intelligence has positive and significant effect on loyalty. Seventh, service quality has positive and significant effect on customer satisfaction. The last, service quality has positive and significant effect on customer satisfaction. © 2017 Serials Publications Pvt. Ltd.
Faculty of Economics and Business, Brawijaya University, Indonesia
