Strategi Pelayanan Prima Kelompok Bimbingan Ibadah Haji terhadap Calon Jamaah dalam Meningkatkan Bimbingan Kualitas Ibadah Haji

Abstract

Tujuan penelitian mengungkapkan konsep pelayanan prima, rancangan pemberian pelayanan, dan bentuk pelayanan KBIH Maqdis terhadap jamaah dalam meningkatkan kualitas bimbingan ibadah haji. Metode yang digunakan dalam penelitian ini adalah metode deskriptif dengan pendekatan kualitatif. Adapun langkah-langkah penelitian yang ditempuh; penentuan lokasi penelitian, pengumpulan data dengan menggunakan teknik observasi, wawancara, studi kepustakaan,  dokumentasi. Dari hasil penelitian disimpulkan bahwa konsep pelayanan prima KBIH Maqdis dalam meningkatkan kualitas bimbingan ibadah haji dilihat dari konsep pelayanan prima yang diterapkan KBIH Maqdis meliputi: kemampuan, sikap, penampilan, perhatian, tindakan dan tanggungjawab. Kemudian rancangan pemberian pelayanan prima KBIH Maqdis diantaranya: regulasi layanan, fasilitas layanan, peranan tim pengarah dan budaya pemberian pelayanan. Selain itu bentuk layanan KBIH Maqdis terhadap jamaah dalam meningkatkan kualitas bimbingan ibadah haji diantaranya KBIH Maqdis menyediakan pembimbing haji yang profesional dan materi bimbingan ibadah haji. The purpose of this study is to determine the concept of excellent service, the design of service delivery, and the form of KBIH Maqdis service to the congregation in improving the quality of pilgrimage guidance. The method used in this research is descriptive method with qualitative approach. The research steps taken; determination of research location, data collection by using observation technique, interview, literature study, further documentation of data analysis by means of data reduction, data classification and drawing conclusion. From the result of the research, it is concluded that the concept of excellent service of KBIH Maqdis in improving the quality of Hajj guidance from the concept of excellent service applied by KBIH Maqdis include: ability, attitude, appearance, attention, action and responsibility. Then the design of service delivery prime KBIH Maqdis include: service regulation, service facility, role of steering team and culture of service delivery. In addition, the form of KBIH Maqdis service to pilgrims in improving the quality of haj pilgrimage services such as KBIH Maqdis provides professional hajj guide and pilgrimage guidance material.