The Influece of Service Quality and Intelegence Emotional to Satisfaction of Pilgrims in Lhokseuamwe and Characteristic Indivual as Moderate Variable

Nurmala Nurmala; Sullaida Sullaida; Marbawi Marbawi; Yusniar Yusniar; Azhar Azhar

Proceedings of the 1st International Conference on Finance Economics and Business, ICOFEB 2018, 12-13 November 2018, Lhokseumawe, Aceh, Indonesia

Research Article

The Influece of Service Quality and Intelegence Emotional to Satisfaction of Pilgrims in Lhokseuamwe and Characteristic Indivual as Moderate Variable

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@INPROCEEDINGS{10.4108/eai.12-11-2018.2288799,
    author={Nurmala  Nurmala and Sullaida  Sullaida and Marbawi  Marbawi and Yusniar  Yusniar and Azhar  Azhar},
    title={The Influece of Service Quality and Intelegence Emotional to Satisfaction of Pilgrims in Lhokseuamwe and Characteristic Indivual as Moderate Variable},
    proceedings={Proceedings of the 1st International Conference on Finance Economics and Business, ICOFEB 2018, 12-13 November 2018, Lhokseumawe, Aceh, Indonesia},
    publisher={EAI},
    proceedings_a={ICOFEB},
    year={2019},
    month={10},
    keywords={quality of service emotional intelligence individual characteristics and satisfaction},
    doi={10.4108/eai.12-11-2018.2288799}
}

Nurmala Nurmala
Sullaida Sullaida
Marbawi Marbawi
Yusniar Yusniar
Azhar Azhar
Year: 2019
The Influece of Service Quality and Intelegence Emotional to Satisfaction of Pilgrims in Lhokseuamwe and Characteristic Indivual as Moderate Variable
ICOFEB
EAI
DOI: 10.4108/eai.12-11-2018.2288799

Nurmala Nurmala¹^,*, Sullaida Sullaida¹, Marbawi Marbawi¹, Yusniar Yusniar¹, Azhar Azhar¹

1: Lecturer at Universitas Malikussaleh, Indonesia

*Contact email: nurmala@unimal.ac.id

Abstract

The purpose of this study is to analyze the effect of service quality and emotional intelligence on the satisfaction of pilgrims in Lhokseumawe, with individual characteristics as moderating variable. Sampling of population used probability sampling. The samples of research are 200 people and data analyzed by using Structural Equation Model. Based on the reasearch conclude that service quality and emotional intelligence are influences to satisfaction of pilgrims in Lhokseumawe. While, individual characteristics do not affect to satisfaction of pilgrims in Lhokseumawe. But individual characteristics moderate of emotional intelligence on the satisfaction of pilgrimsin Lhokseumawe.

Keywords: quality of service emotional intelligence individual characteristics and satisfaction

Published: 2019-10-25
Publisher: EAI

: http://dx.doi.org/10.4108/eai.12-11-2018.2288799