Risa Yunita Additional Author Haryono S. Additional Author

PT. Garuda Indonesia Airlines is an Indonesian state airline has a fleet of as many as 46 aircraft. Has a network of international flights reach 13 domestic flights and 22. The problem in this paper is how the degree of correspondence between importance and satisfaction Umrah travel agents to pre-flight service at PT. Garuda Indonesia? The purpose of research is to know and understand how the level of compatibility between importance and satisfaction umrah travel agents, to solve the problem the authors use three (3) methods, namely, the first method of data collecting field data (field research) and data libraries. Second, the method of data analysis by using analysis of the level of interest and customer satisfaction.Third, the method of measuring service quality SERVQUAL model.The results of the analysis and discussion shows: average - average variable X by 4.12, the average - average of 4.38 and a Y variable rate - the average percentage of 94.45% means that the scale of measurement indicates the level of average - mean services provided by the company near-perfect . Service to customers needs to be done by the company as having the answers is very important, at 50.8%. While based on the results of calculations per SERQUAL overall dimensions of service quality, namely -13.3 indicates a negative value, meaning that the services pre-flight service gaps (gap), for which the company needs to take action on improvement priorities assurance dimension (security and certainty)