Manajemen Pelayanan Administrasi Terhadap Calon Jemaah Haji di Kota Cimahi
DOI:
https://doi.org/10.15575/mjhu.v5i1.55118Abstract
Penelitian ini menganalisis manajemen pelayanan administrasi calon jemaah haji di Kemenag Kota Cimahi sesuai UU No. 8/2019. Menggunakan teori Ratminto dan Winarsih, fokus penelitian mencakup perencanaan, implementasi, koordinasi, dan penyelesaian aktivitas. Metode penelitian adalah deskriptif kualitatif melalui observasi, wawancara, dan dokumentasi. Hasil menunjukkan perencanaan didukung SOP namun terkendala sumber daya. Implementasi berjalan sesuai ketentuan meski terhambat masalah dokumen dan integrasi teknologi. Koordinasi internal dilakukan tetapi belum optimal dalam kelancaran informasi. Tahap penyelesaian melibatkan evaluasi rutin, namun tindak lanjut keluhan perlu diperkuat. Secara umum, manajemen pelayanan sudah cukup baik, tetapi memerlukan peningkatan efektivitas, efisiensi, dan responsivitas untuk mewujudkan tata kelola profesional yang adaptif bagi masyarakat.
Kata Kunci: Manajemen Pelayanan, Administrasi, Haji dan Umrah.
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