STRATEGI LAYANAN DALAM MENINGKATKAN KEPUASAAN JAMAAH HAJI (Studi Kasus KBIHU Nurul Haramain Probolinggo 2020)
Abstract
Realizing satisfaction (Satisfaction) for the hajj pilgrims apparently cannot be done by all KBIHU. Many of these service business actors try in various ways to formulate specific strategies how to provide ideal services so that it has implications for these goals. Therefore it is necessary to identify and analyze with special attention how to satisfy the pilgrims it serves. This research uses a qualitative approach, with a descriptive type of research. Sources of research data were obtained from KBIHU Nurul Haramain (Purpose sampling) and also considered the snowball sampling model. Data collection techniques using documentation, observation, and interviews. While the technical data analysis is by collecting data, reducing data, displaying data, and drawing conclusions. The validity of the data used a triangulation model (researchers, data sources, methods, and theories). The results of research in this journal explain that the service strategy in increasing the satisfaction of pilgrims consists of travel documentation services, providing health services (theoretical & practical), professional TL (Tour Leader) and TG (Tour Guide), providing Hajj ritual services. maximally, facilitate the formation of hajj alumni reunion forums every year, provide adequate facilities related to consumption and media for Hajj rituals, involve figures and professionals in congregational guidance
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