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Journal

IMPLEMENTASI MODEL KUALITAS PELAYANAN SERVICE QUALITY (SERVQUAL) TERHADAP JEMAAH HAJI KHUSUS

Mabrur: Academic Journal of Hajj and Umra · Vol. 4 No. 2 (2025) · pp. 225–244

DOI
10.15575/mjhu.v4i2.51263
ISSN
2830-0254
Published
2025-10-12
Publisher
Faculty of Da'wah and Communication, UIN Sunan Gunung Djati, Bandung
Language
eng

Abstract

Penelitian ini bertujuan menganalisis implementasi model kualitas pelayanan Service Quality (SERVQUAL) pada jemaah haji khusus di PT. NRA Tour & Travel. Dengan menggunakan metode kualitatif deskriptif melalui observasi, wawancara, dan dokumentasi, penelitian ini menemukan bahwa lima dimensi SERVQUAL bukti fisik, keandalan, daya tanggap, jaminan, dan empati telah diterapkan cukup baik. Hal ini terlihat dari fasilitas memadai, pelayanan konsisten, respons cepat, serta perhatian personal staf dan pembimbing ibadah terhadap jamaah. Meski demikian, masih terdapat kelemahan pada koordinasi internal dan pemanfaatan teknologi informasi. Temuan ini menegaskan pentingnya peningkatan integrasi sistem pelayanan agar kualitas haji khusus semakin optimal sesuai standar yang ditetapkan Kementerian Agama.

Collaboration network of the authors

40 authors · 58 co-authorship links · 1 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Hasanuddin University
  • Sekolah Tinggi Teologi Sangkakala
  • Universitas Islam Negeri Sultan Maulana Hasanuddin Banten
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Deden SumpenaAffiliation unknown2
Firmansyah FirmansyahHasanuddin University1
Dwi Novita SariSekolah Tinggi Teologi Sangkakala1
Jelita ApriliaAffiliation unknown1
Sugandi MiharjaAffiliation unknown1
Arif RahmanAffiliation unknown1
Enjang EnjangAffiliation unknown1
Tazkia Aulia Rihadatul AisyAffiliation unknown1
Naf’an TarihoranUniversitas Islam Negeri Sultan Maulana Hasanuddin Banten1
Aat RoyhatudinAffiliation unknown1
Sarah SalsabilaAffiliation unknown1
Devi EryantiAffiliation unknown1
Wiryo SetianaAffiliation unknown1
Bunga Yustika Khoerrotul UmmahAffiliation unknown1
Dadang Ahmad FajarAffiliation unknown1
Mu'thiyatul ZhillaAffiliation unknown1
Abdul Rahman ShalehAffiliation unknown1
Eva Nur HopipahAffiliation unknown1
Asep Ahmad FathurrohmanAffiliation unknown1
Dewi SadiahAffiliation unknown1
Mega Utami MaharaniAffiliation unknown1
Hilma MulqiyahAffiliation unknown1
Sintani NahariniAffiliation unknown1
Arif RahmanAffiliation unknown1
Sheila NovilaAffiliation unknown1
Mizwar Luthfiansyah NugrahaAffiliation unknown1
Muh Jihan PananiAffiliation unknown1
Asep ShodiqinAffiliation unknown1
Sheyrill AthqianitaAffiliation unknown1
Ridwan RustandiAffiliation unknown1
Al-Lahla Zikri MufadilAffiliation unknown1
Asep MuhyiddinAffiliation unknown1
Ahmad FauziAffiliation unknown1
Amin HamdaniAffiliation unknown1
Muhammad Nabil RishamAffiliation unknown1
Linda AnitaAffiliation unknown1
Muhamad NasrudinAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.uinsgd.ac.id/index.php/mabrur/oai, first harvested 7 Nov 2026, last seen 8 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">IMPLEMENTASI MODEL KUALITAS PELAYANAN SERVICE QUALITY (SERVQUAL) TERHADAP JEMAAH HAJI KHUSUS </dc:title>
	<dc:creator>Iqbal Tsani, Muhamad</dc:creator>
	<dc:creator>Mujib, Abdul</dc:creator>
	<dc:creator>Azis, Ali</dc:creator>
	<dc:description xml:lang="en-US">Penelitian ini bertujuan menganalisis implementasi model kualitas pelayanan Service Quality (SERVQUAL) pada jemaah haji khusus di PT. NRA Tour &amp;amp; Travel. Dengan menggunakan metode kualitatif deskriptif melalui observasi, wawancara, dan dokumentasi, penelitian ini menemukan bahwa lima dimensi SERVQUAL bukti fisik, keandalan, daya tanggap, jaminan, dan empati telah diterapkan cukup baik. Hal ini terlihat dari fasilitas memadai, pelayanan konsisten, respons cepat, serta perhatian personal staf dan pembimbing ibadah terhadap jamaah. Meski demikian, masih terdapat kelemahan pada koordinasi internal dan pemanfaatan teknologi informasi. Temuan ini menegaskan pentingnya peningkatan integrasi sistem pelayanan agar kualitas haji khusus semakin optimal sesuai standar yang ditetapkan Kementerian Agama.</dc:description>
	<dc:publisher xml:lang="en-US">Faculty of Da'wah and Communication, UIN Sunan Gunung Djati, Bandung</dc:publisher>
	<dc:date>2025-10-12</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.uinsgd.ac.id/index.php/mabrur/article/view/51263</dc:identifier>
	<dc:identifier>10.15575/mjhu.v4i2.51263</dc:identifier>
	<dc:source xml:lang="en-US">Mabrur: Academic Journal of Hajj and Umra; Vol. 4 No. 2 (2025): Mabrur: Academic Journal Of Hajj and Umra; 225-244</dc:source>
	<dc:source>2830-0254</dc:source>
	<dc:source>10.15575/mjhu.v4i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.uinsgd.ac.id/index.php/mabrur/article/view/51263/15312</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2025 Muhamad Iqbal Tsani, Abdul Mujib, Ali Azis</dc:rights>
</oai_dc:dc>