Service Quality melalui Umrah Coaching pada Jemaah Umrah Khusus di Surabaya

Abstract

The aim of this research is to describe how the quality management of services for special Umrah pilgrims is implemented by travel companies in Surabaya? (3) What is the form of Umrah guidance for special Umrah pilgrims at travel companies in Surabaya? (3) How can service quality be improved through Umrah guidance for special Umrah pilgrims at travel companies in Surabaya? This research took a qualitative approach, and the research subjects were four Umrah tour and travel companies in the city of Surabaya; PT. Arofahmina, PT. Syafira, PT. Ebad Wisata, PT. An-Nur Karah the Great. As a result, the Umrah service method (service quality) practiced by the Umrah tour and travel company in Surabaya is quite good, especially the service to special Umrah pilgrims, and the implementation is in accordance with theory and practice. The four Umrah travel companies, Arofahmina, Shafira, Ebad, and An-Nur, are fully aware of the superior quality of service so they always try to provide the best service. Starting from the owner, staff, tour leader to mutowwif, they are encouraged to provide maximum service, the best service. And what is interesting about all these services is the Umrah service development model, where these services will be received by Umrah pilgrims from the moment they register. There are even companies that provide this service from pre-registration. Assistance is provided from pre-registration by staff. Then consult on worship and rituals by the ustad before departure. In the holy land, Tour leaders provide Umrah guidance services and mutowwifs must really serve. After the Umrah, a WA group was created for communication, and monthly lectures were held for all alumni as well as facilitators for reunions for each departing member.