SERVICE MANAGEMENT STRATEGY AND UMRAH SERVICE QUALITY AS DRIVERS OF PILGRIM SATISFACTIONAT PT. DARUL ARQAM PROBOLINGGO

Authors

  • Zainur Ridho Sekolah Tinggi Ekonomi dan Bisnis Islam Badri Mashduqi
  • Layli Rohmatillah Nurul Jadid University, Paiton, Probolinggo
  • Filda Nuriah A’yun Graduate Student at the Faculty of Islamic Studies, Lil Wafidin Department of Tafsir and Qur'anic Studies, Al Azhar University, Cairo

DOI:

https://doi.org/10.32332/multazam.v5i2.11459

Keywords:

Service Management, Service Quality, Pilgrim Satisfaction, Umrah, PT. Darul Arqam

Abstract

This study examines the service management strategies of PT. Darul Arqam Travel and Tour Kraksaan Probolinggo in enhancing Umrah pilgrims’ satisfaction. Using a qualitative phenomenological approach, data were obtained through observation, interviews, and documentation. The findings indicate that PT. Darul Arqam improves service quality through employee recruitment and training, transparent communication, continuous supervision, and responsive customer service. Despite being a new company, it has successfully built trust and loyalty among pilgrims. Challenges remain, including limited resources, operational complexity, and managing expectations. Strengthening training programs, improving complaint handling, and utilizing digital technology are recommended. Effective service management strategies are essential for improving service quality and increasing pilgrim satisfaction.

References

Agustin, Eki, Hikmat Purnama, Farid Abdul Malik, and Neng Siti Qomariyah. “Analisis SWOT Terhadap Pelayanan Haji dan Umrah Pada Kbihu Al Ihsan Kecamatan Caringin Kabupaten Sukabumi.” Jurnal Multidisiplin West Science 2, no. 12 (2023): 1163–68. https://doi.org/10.58812/jmws.v2i12.1089.

Agustina, Vita Dwi. “Manajemen Pelayanan Umrah Di PT. Patuna Mekar Jaya Tour & Travel Cabang Bengkulu.” Skripsi, Institut Agama Islam Negeri Bengkulu, 2021. http://repository.iainbengkulu.ac.id/5613/1/SKRIPSI%20VITA%20DWI%20AGUSTINA.pdf.

Ahmadi, Eva Shinta Aisyah, and Sudahri. “Analysis of Communication Strategies of Hajj and Umrah Travel Agencies in Building Pilgrims’ Trust Through Digital Media: A Case Study of PT. Assunniyah Al-Jauhari.” Ilomata International Journal of Social Science 6, no. 2 (2025): 642–68. https://doi.org/10.61194/ijss.v6i2.1710.

Anesta, Khaira Lasmi, and Jon Kenedi. “Manajemen Pelayanan Dalam Meningkatkan Minat Calon Jama’ah Haji Dan Umroh Pada Pt. Tour And Travel Auliya Perkasa Abadi Di Pasaman Barat.” Multazam : Jurnal Manajemen Haji Dan Umrah 3, no. 2 (2023): 26–36. https://doi.org/10.32332/multazam.v3i2.7470.

Atmadja, Ferry Setyadi. “Strategi Pelayanan Prima Dalam Menumbuhkan Kepercayaan Jamaah Umrah Pada PT. Wisata Titiannusantara Pelangi Di Jakarta Pusat.” Skripsi, Universitas Islam Negeri Syarif Hidayatullah Jakarta, 2019. https://repository.uinjkt.ac.id/dspace/handle/123456789/48963.

Azis, Abdul, Hamidah, and Muktadi. “Human Resources Management Strategy in Umrah Services.” Atlantis Press, January 21, 2021, 209–14. https://doi.org/10.2991/aer.k.210121.028.

Candra, Almun Wakhida, and Renny Oktafia. “Penerapan Manajemen Pelayanan Prima Untuk Peningkatan Kepuasan Calon Jamaah Haji Dan Umrah Di PT Mabruro Sidoarjo.” Jurnal Ilmiah Ekonomi Islam 7, no. 1 (2021): 9–15. https://doi.org/10.29040/jiei.v7i1.1811.

Findlay, A. M. Retailing : Critical Concepts. 3,2. Retail Practices and Operations. Taylor & Francis, 2002.

Firdaus, Hafida, Abd Aziz, and Abd Ghafur. “Efektifitas Sistem Pelayanan Haji Dan Umroh Dalam Meningkatkan Kepuasan Jamaah Di PT. Safara Layanan Utama Probolinggo.” ILTIZAM Journal of Shariah Economics Research 7, no. 1 (2023): 61–72. https://doi.org/10.30631/iltizam.v7i1.1795.

Hafida Firdaus, Abd Aziz, Abd Ghafur. Efektifitas Sistem Pelayanan Haji Dan Umroh Dalam Meningkatkan. 7, no. 1 (2023): 61–72.

Herlina. “Strategi Pelayanan Travel Tazkiyah Tour Terhadap Calon Jamaah Perempuan Dalam Menunaikan Ibadah Umrah.” Skripsi, Universitas Islam Negeri Alauddin Makassar, 2022. https://repositori.uin-alauddin.ac.id/id/eprint/22496.

Herlyanda, Dea Fajar, Mukti Ali, Nurul Wahidatul M, Wilis Ayu, and Ni’matus Sholihah. “Manajemen Pelayanan Haji Dan Umroh Di Kementerian Agama Kabupaten Mojokerto.” Jurnal Administrasi Pendidikan Islam 1, no. 1 (2019): 43–56. https://doi.org/10.15642/japi.2019.1.1.43-56.

Jawab, Ahmadih Rojali, and Salsabila Salsabila. “Pelayanan Prima Dalam Meningkatkan Kepuasaan Jamaah Umroh Pada Pt. Khazzanah Al – Anshary Tahun 2023.” Jurnal Manajemen Dakwah 12, no. 1 (2024). https://doi.org/10.15408/jmd.v12i1.39888.

Maharani, Mega Utami, Dewi Sadiah, Abdul Mujib, and Hilma Mulqiyah. “Strategi Pemasaran Biro Perjalanan Haji Dan Umroh Dalam Meningkatkan Minat Calon Jemaah.” MABRUR: Academic Journal of Hajj and Umra 1, no. 6 (2022): 85–106.

Maharani, Muthia, and Liana Dewi Susanti. “Peningkatan Pelayanan Pada PT. Saudi Patria Wisata Kota Metro Dilihat Dari Analisis SWOT.” Multazam : Jurnal Manajemen Haji Dan Umrah 1, no. 1 (2021): 54–62. https://doi.org/10.32332/multazam.v1i1.4630.

Meilani, Linda Friski, and Aulia Ranny Priyatna. Linda Friski Meilani, Aulia Ranny Priyatna Manajemen Pelayanan Haji ….. 1, no. 1 (2021): 82–88.

Moleong, Lexy J. Metodologi Penelitian Kualitatif. PT Remaja Rosdakarya, 2017.

Muhammad, Fiqri Hazmi. “Proses Manajemen Dalam Merekrut Calon Jamaah Umrah Di PT. Diba Tour & Travel.” Skripsi, Universitas Islam Negeri Sumatera Utara, 2021.

Mukminin, Furqon. “Manajemen Pelayanan Biro Perjalanan Haji Dan Umrah: Studi Kasus Di Sultan Agung Tour & Travel Semarang.” Undergraduate Thesis, Universitas Islam Negeri Walisongo Semarang, 2015. https://eprints.walisongo.ac.id/.

Mustaqim, Dede Al. “Improving Health Management For Hajj And Umrah Pilgrims In Indonesia: Implementation Of Minister Of Religious Affairs Decree No. 1456/2022.” Multazam : Jurnal Manajemen Haji Dan Umrah 4, no. 2 (2024): 172–83. https://doi.org/10.32332/multazam.v4i2.9362.

Nazaruddin, Nasrun, Rahmat Hidayat, and Ricco Andreas. “Analisis Strategi Pemasaran Dan Pelayanan Dalam Upaya Peningkatan Kualitas Daya Saing Biro Perjalanan Haji Dan Umroh Prospektif Ekonomi Syari’ah (Studi Pada Pt. Makkah Multazam Safir Dan Al Madinah).” Nizham Journal of Islamic Studies 8, no. 01 (2020): 95–112. https://doi.org/10.32332/nizham.v8i01.2090.

Nurrahman, Fauziah. “Efektivitas Pelayanan Ibadah Umrah Berdasarkan Peraturan Pemerintah Pada PT. Ahsanta Tours and Travel Tangerang Selatan.” Skripsi, Universitas Islam Negeri Syarif Hidayatullah Jakarta, 2021. https://repository.uinjkt.ac.id/dspace/handle/123456789/55785.

Pajarno, Sandika. “Implementasi Manajemen Pelayanan Haji Dan Umrah Di PT Atina Rahmataka Wisata Bengkulu.” Master’s Thesis, Institut Agama Islam Negeri Bengkulu, 2021.

Rahma, Utari Nur, Dian Yunita Sari, Siti Nur Afifah, and Falichatus Sholichah. “Manajemen Pelayanan Haji Dan Umrah Kbih Nasrul Ummah.” Multazam : Jurnal Manajemen Haji Dan Umrah 3, no. 1 (2023): 15–24. https://doi.org/10.32332/multazam.v3i1.6097.

Ridho, Zainur, Mochammad Ilham Hidayat, and Taufiqur Rahman. “Integrasi Manajemen Dan Etika Bisnis Islam Dalam Layanan Ibadah Umrah.” Iltizam : Jurnal Ekonomi Dan Keuangan Islam 1, no. 2 (2024): 70–82. https://doi.org/10.35316/iltizam.v1i2.4422.

Rifa’i, Moh, and Dela Maghfiroh Kamila. “Strategi Layanan Dalam Meningkatkan Kepuasan Jamaah Haji (Studi Kasus KBIHU Nurul Haramain Probolinggo 2020).” HARAMAIN: Jurnal Manajemen Bisnis 1, no. 1 (2021): 1–10.

Sirin, Khaeron, and Maratus Soleha. “Strategi Pelayanan Dalam Peningkatan Kepuasan Jamaah Umrah Disabilitas Pada Pt. Dhiyaa El Haramain El Mubarakah Bekasi Jawa Barat.” Jurnal Manajemen Dakwah 12, no. 1 (2024). https://doi.org/10.15408/jmd.v12i1.39887.

Susilawati, Iseu, Ahmad Sarbini, and Asep Iwan Setiawan. “Implementasi Fungsi Manajemen Dalam Pelayanan Bimbingan Manasik Haji Di Kelompok Bimbingan Ibadah Haji.” Tadbir: Jurnal Manajemen Dakwah 1, no. 2 (2016): 190–206. https://doi.org/10.15575/tadbir.v1i2.135.

Utami, Kartika, and Wulandari Wulandari. “Evaluasi Pelayanan Tour Leader Pt Al Hijaz Terhadap Jamaah Umrah Pada Pt Al Hijaz Tahun 2019.” Multazam : Jurnal Manajemen Haji Dan Umrah 2, no. 1 (2022): 91–103. https://doi.org/10.32332/multazam.v2i1.5354.

Zairina, Farah. “Manajemen Pelayanan Ibadah Umrah Dalam Merekrut Jemaah Pada Masa Pandemi COVID-19 (Studi Kasus Di PT Sutra Tour Hidayah Pati).” Skripsi, Institut Agama Islam Negeri Surakarta, 2021. https://eprints.iain-surakarta.ac.id/9104/1/Full%20Teks_191231035.pdf.

Zulaikha, Siti. “Optimalisasi Pelayanan Haji Terhadap Jamaah Perempuan.” Multazam : Jurnal Manajemen Haji Dan Umrah 1, no. 1 (2021): 1–19. https://doi.org/10.32332/multazam.v1i1.4626.

Downloads

Published

2025-12-08

Issue

Vol. 5 No. 2 (2025): Multazam: Jurnal Manajemen Haji dan Umrah

Section

Articles

License

Copyright (c) 2025 Zainur Ridho, Layli Rohmatillah, Filda Nuriah A’yun

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.