Implementasi Manajemen Pelayanan Haji dalam Meningkatkan Kepuasan Jemaah di Kementerian Agama Kabupaten Bandung
DOI:
https://doi.org/10.15575/mjhu.v5i1.54833Abstract
Penelitian ini mengkaji implementasi manajemen pelayanan haji di Kementerian Agama Kabupaten Bandung dengan pendekatan kualitatif deskriptif melalui wawancara, observasi, dan dokumentasi. Hasil menunjukkan penerapan lima dimensi SERVQUAL tangible, reliability, responsiveness, assurance, dan empathy berjalan cukup baik, terutama pada manasik dan verifikasi dokumen. Namun, masih ditemukan kendala berupa keterbatasan fasilitas dan koordinasi lintas instansi. Secara umum, manajemen pelayanan haji dinilai efektif, meskipun perlu peningkatan melalui penguatan fasilitas serta percepatan koordinasi antar lembaga terkait.
Kata Kunci: Manajemen Pelayanan Haji, Kepuasan Jemaah, SERVQUAL
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