PILGRIM SATISFACTION AND THE EFFECTIVENESS OF RELIGIOUS TOURISM SERVICES: EVIDENCE FROM UMRAH OPERATIONS

Authors

  • Krisna UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan
  • Elli Tri Hartati Harahap UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan
  • Efrida Wardani Hutapea UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan
  • Mutiara Indah Siregar UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan
  • Wahyu Ramadhan Harahap UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan
  • Ricka Handayani UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan

Keywords:

Effectiveness, Service System, Hajj and Umrah, Pilgrim Satisfaction

Abstract

This study aims to analyze how effective PT. Multazam Wisata Agung Medan provides the main services to increase the satisfaction of the pilgrims, as well as to describe the factors that support and hinder the services in the company. The method applied in this study is a descriptive qualitative method, with data collection techniques through interviews and observations, which aims to describe, display, and explain information related to service quality at PT. Multazam Wisata Agung Medan to increase pilgrim satisfaction. Researchers conducted interviews with several informants, including pilgrims and staff. The findings of this study indicate that the quality of service at PT. Multazam Wisata Agung Medan is quite good in various aspects. For example, this company has professional employees, provides adequate facilities, is responsible for each pilgrim from the registration process, the implementation of Umrah, to their arrival, and provides the right service, communicates smoothly, and is able to build trust among pilgrims. Supporting factors revealed from the interview include: a. Efficient management. b. Quite a strategic location. c. Good communication. d. Adequate facilities. The inhibiting factors include: a. Limited number of employees. The guides carry out their duties with patience and dedication, starting from the homeland to arriving in the holy land, so that the pilgrims feel satisfied with the services obtained.

 

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2025-06-11 — Updated on 2025-06-13

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Krisna, Tri Hartati Harahap, E., Wardani Hutapea, E. ., Indah Siregar, M. ., Ramadhan Harahap, W., & Handayani, R. (2025). PILGRIM SATISFACTION AND THE EFFECTIVENESS OF RELIGIOUS TOURISM SERVICES: EVIDENCE FROM UMRAH OPERATIONS . Jurnal Manajemen Dakwah, 6(1), 13–26. Retrieved from https://ejournal.iainptk.ac.id/index.php/j-md/article/view/4576 (Original work published June 11, 2025)

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Vol. 6 No. 1 (2025): JMD

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Copyright (c) 2025 Wahyu Ramadhan Harahap, Ricka Handayani, Krisna, Elli Tri Hartati Harahap, Efrida Wardani Hutapea, Mutiara Indah Siregar

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