Transformasi Digital dalam Meningkatkan Kualitas Pelayanan Haji dan Umrah di Indonesia

Abstract

Digital transformation in the organization of Hajj and Umrah services in Indonesia has become a strategic necessity in responding to the increasing complexity of public service demands. As the country with the largest number of Hajj pilgrims in the world, Indonesia is required to provide services that are effective, efficient, transparent, and accountable. This study aims to analyze the role of digital transformation in improving the quality of Hajj and Umrah services, particularly in terms of service efficiency, data accuracy, information transparency, and pilgrim satisfaction. The research method uses a qualitative approach through literature review by examining various national journals, academic books, and government policy documents related to Hajj and Umrah management. The results indicate that the implementation of digital systems mobile-based Hajj service applications, and information technology-based data integration significantly improves service speed, reduces administrative errors, and provides real-time access to information for pilgrims. Furthermore, digitalization enhances transparency and accountability in Hajj and Umrah administration. However, the implementation still faces several challenges, including low digital literacy, limited technological infrastructure, and human resource readiness. Therefore, comprehensive strategies are required, including strengthening human resources, improving technological infrastructure, and providing digital education for pilgrims to support successful digital transformation in enhancing service quality