ANALISIS MANAJEMEN OPERASIONAL PELAYANAN JAMAAH UMRAH PADA PT. MULTAZAM WISATA AGUNG CABANG PADANGSIDIMPUAN
DOI:
https://doi.org/10.52657/jiem.v17i01.3533Keywords:
Manajemen Operasional, Pelayanan Jamaah Umrah, Kualitas Pelayanan, Biro Perjalanan Umrah , Kepuasan JamaahAbstract
Penelitian ini bertujuan untuk menganalisis manajemen operasional pelayanan jamaah umrah pada PT. Multazam Wisata Agung Cabang Padangsidimpuan. Penelitian menggunakan pendekatan kualitatif deskriptif dengan subjek penelitian yang terdiri atas pimpinan, staf operasional, pembimbing manasik, dan jamaah yang dipilih secara purposive. Data dikumpulkan melalui wawancara, observasi, dan dokumentasi, kemudian dianalisis menggunakan teknik reduksi data, penyajian data, dan penarikan kesimpulan dengan uji keabsahan melalui triangulasi sumber dan teknik. Hasil penelitian menunjukkan bahwa manajemen operasional pelayanan jamaah umrah telah dilaksanakan secara terstruktur melalui pengelolaan administrasi, bimbingan manasik, transportasi, akomodasi, pelayanan pasca-umrah, serta koordinasi keuangan antara cabang dan pusat. Kualitas pelayanan secara umum telah berjalan dengan baik, terutama pada aspek keandalan, daya tanggap, jaminan, dan empati, meskipun masih ditemukan kendala pada aspek fasilitas fisik. Kondisi tersebut berdampak pada tingginya tingkat kepuasan jamaah terhadap pelayanan yang diberikan. Implikasi penelitian menunjukkan pentingnya standarisasi fasilitas dan penguatan sistem operasional guna meningkatkan kualitas pelayanan jamaah secara berkelanjutan.
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