IMPLEMENTASI MODEL KUALITAS PELAYANAN SERVICE QUALITY (SERVQUAL) TERHADAP JEMAAH HAJI KHUSUS

Authors

  • Muhamad Iqbal Tsani UIN Sunan Gunung Djati Bandung, Indonesia
  • Abdul Mujib UIN Sunan Gunung Djati Bandung, Indonesia
  • Ali Azis UIN Sunan Gunung Djati Bandung, Indonesia

DOI:

https://doi.org/10.15575/mjhu.v4i2.51263

Abstract

Penelitian ini bertujuan menganalisis implementasi model kualitas pelayanan Service Quality (SERVQUAL) pada jemaah haji khusus di PT. NRA Tour & Travel. Dengan menggunakan metode kualitatif deskriptif melalui observasi, wawancara, dan dokumentasi, penelitian ini menemukan bahwa lima dimensi SERVQUAL bukti fisik, keandalan, daya tanggap, jaminan, dan empati telah diterapkan cukup baik. Hal ini terlihat dari fasilitas memadai, pelayanan konsisten, respons cepat, serta perhatian personal staf dan pembimbing ibadah terhadap jamaah. Meski demikian, masih terdapat kelemahan pada koordinasi internal dan pemanfaatan teknologi informasi. Temuan ini menegaskan pentingnya peningkatan integrasi sistem pelayanan agar kualitas haji khusus semakin optimal sesuai standar yang ditetapkan Kementerian Agama.

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Published

2025-10-12

How to Cite

Iqbal Tsani, M., Mujib, A., & Azis, A. (2025). IMPLEMENTASI MODEL KUALITAS PELAYANAN SERVICE QUALITY (SERVQUAL) TERHADAP JEMAAH HAJI KHUSUS . Mabrur: Academic Journal of Hajj and Umra, 4(2), 225–244. https://doi.org/10.15575/mjhu.v4i2.51263

Issue

Vol. 4 No. 2 (2025): Mabrur: Academic Journal Of Hajj and Umra

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Articles

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