STRATEGI PELAYANAN IBADAH HAJI DAN UMROH di PT. SUTRA TOUR HIDAYAH LAMONGAN

Abstract

Every Muslim always wants  to  perfect  his worship again by performing  Hajj  and  Umrah  if he is able, the process of organizing  Hajj and Umrah  must  continue  every  year.  Hajj  and  Umrah  organizers  aim to provide services, guidance and   protection   to   prospective   pilgrims,   service   is   the company's  ability  to  provide  good  service  to  consumers  so  that  consumers  feel satisfied.  One  of  them  is  PT  Sutra  Tour  Hidayah  Lamongan  which is engaged in  services in  providing  services  for  prospective  pilgrims  for  Hajj  and  Umrah. The  focus  of  the  problem  discussed  in  this  study  is  How  is  the  strategy  of Hajj  and  Umrah  services  at  PT  Sutra  Tour  Hidayah  Lamongan?.  This  research is  entitled  Strategy  of  Hajj  and  Umrah  Services  at  PT.  Sutra  Tour  Hidayah Lamongan using qualitative research and descriptive approach, data collection techniques  using  interviews  and  documentation.  The  results  of  this  study  are  the service    strategy  of  PT  Sutra Tour Hidayah    applying    service    principles according  to  an Islamic perspective, namely:  being  gentle,  please  help,  look good,  be  polite  and  according  to  the  rules,  be  honest,  be  responsible  and  not favoritism  n  serving  the  congregation,  and  be  quick  to  respond.  in  responding to  complaints  experienced  by  the  congregation