KUALITAS PELAYANAN HAJI DALAM PENINGKATAN KEPUASAN JEMAAH (Studi Kasus di KBIHU Nurul Haramain Kraksaan)

Abstract

Service is one of the most important aspects that must be considered by every institution, because without good service, customer satisfaction will never be realized. In relation to the pilgrimage, there are many problems that arise as a result of the service, for example, services in the rituals of Hajj, not a few Hajj and Umrah Guidance Groups that only meet the needs of prospective pilgrims in terms of material, while the application does not. Therefore it is necessary to identify and analyze with special attention how to satisfy the pilgrims. The method used in this study is a qualitative method with descriptive analysis techniques. The data obtained from the Guidance Group for Hajj and Umrah Nurul Haramain were systematically processed in the form of written words and archives to obtain an overview of information related to the strategy of guidance for Hajj rituals for elderly prospective pilgrims. Data collection techniques by observation, interviews and documentation. The steps of data analysis are data reduction, data presentation and conclusion drawing. The results of this study indicate that the Hajj and Umrah Nurul Haramain Guidance Group Hajj services to prospective pilgrims pay attention to five concepts of service quality, namely first, physical evidence (tangibles) which includes the appearance of employees and infrastructure. Second, reliability which includes accuracy and reliability. Third, responsiveness which includes fast, precise and careful service. Fourth, the assurance provided in increasing satisfaction is carried out through administrative and scientific guarantees. Fifth, empathy (empathy) which includes communication and attention.