Peran Sumber Daya Manusia dalam Meningkatkan Kualitas Pelayanan Jamaah Haji dan Umrah

Authors

  • Lailani Universitas Islam Negeri Ar-Raniry
  • Abizal Muhammad Yati Universitas Islam Negeri Ar-Raniry

Keywords:

Human Resources, Hajj and Umrah Services, Service Quality, Service Excellence

Abstract

This study aims to analyze the role of human resources (HR) in improving the quality of services for Hajj and Umrah pilgrims and to identify factors influencing the optimization of HR performance in organizing these religious services. The research employs a library research method with a descriptive qualitative approach. Data were collected from books, scientific journals, and relevant official documents and analyzed using content analysis techniques. The findings indicate that human resources play a strategic role as the frontline service providers who directly interact with pilgrims. Service quality is highly influenced by the technical, social, and spiritual competencies of HR. The implementation of service excellence is a key approach to enhancing pilgrim satisfaction. Furthermore, HR development through training, supervision, and the utilization of technology is essential in improving service quality. Therefore, sustainable HR management optimization is crucial in delivering high-quality, professional, and pilgrim-oriented Hajj and Umrah services.

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Published

30.04.2026

How to Cite

Lailani, & Muhammad Yati, A. (2026). Peran Sumber Daya Manusia dalam Meningkatkan Kualitas Pelayanan Jamaah Haji dan Umrah . Al-Mabrur: Jurnal Manajemen Haji Dan Umrah, 1(1), 19–27. Retrieved from https://journal.ar-raniry.ac.id/index.php/almabrur/article/view/9989

Issue

Vol. 1 No. 1 (2026)

Section

Articles

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