EKO SAPUTRO Primary Author Agus Wahyu Triatmo Additional Author mixed material bibliography 2025 Bahasa Indonesia

MANAJEMEN DAKWAH

157 HLM, 30 CM ABSTRAK Eko Saputro, 211231060, Implementasi Pelayanan Prima Terhadap Jemaah Haji Pusat Layanan Haji Dan Umroh Terpadu Di Kantor Kementerian Agama Kabupaten Klaten, Manajemen Dakwah Fakultas Ushuluddin dan Dakwah Universitas Islam Negeri Raden Mas Said Surakarta, 2025. Penelitian ini bertujuan untuk menganalisis implementasi pelayanan prima terhadap jemaah haji Pusat Layanan Haji dan Umroh Terpadu di Kantor Kementerian Agama Kabupaten Klaten dengan fokus pada enam konsep utama pelayanan prima, yaitu kemampuan, sikap, penampilan, perhatian, tindakan, dan tanggung jawab. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan teknik pengumpulan data melalui observasi, wawancara mendalam, dan dokumentasi. Hasil penelitian menunjukkan bahwa implementasi pelayanan prima telah berjalan cukup baik dan terstruktur. Kemampuan petugas sesuai dengan bidang tugasnya dan didukung oleh penempatan yang tepat serta evaluasi rutin. Sikap ramah, sopan, dan empati menjadi landasan utama dalam interaksi dengan jemaah. Penampilan pegawai yang rapi dan profesional memberikan kesan positif,. Perhatian kepada kebutuhan jemaah dilakukan dengan serius melalui komunikasi aktif dan berbagai fasilitas pendukung. Tindakan pelayanan cepat, responsif, dan inovatif terutama dalam pemanfaatan teknologi digital. Tanggung jawab petugas terjaga melalui penerapan SOP yang ketat dan monitoring berkelanjutan. Implemetasi keenam konsep ini menghasilkan kepuasan jemaah yang tinggi serta pelayanan yang berorientasi pada efektivitas, transparansi, dan profesionalisme. Namun, masih ditemukan kendala pada pembagian tugas pokok dan fungsi yang belum optimal, terutama saat terjadi lonjakan jumlah jemaah, sehingga terkadang terjadi tumpang tindih tugas dan waktu tunggu yang lebih lama. Secara keseluruhan, pelayanan yang diberikan telah memenuhi standar pelayanan prima dan mendapat apresiasi positif dari masyarakat. Diharapkan, optimalisasi pembagian tugas, penguatan kompetensi pegawai, serta peningkatan fasilitas dan sistem evaluasi dapat semakin meningkatkan kualitas pelayanan haji di masa mendatang. Kata Kunci: pelayanan prima, jemaah haji, Kementerian Agama, Klaten, manajemen dakwah. xi ABSTRACT Eko Saputro, 211231060, Implementation of Excellent Service for Hajj Pilgrims at the Integrated Hajj and Umrah Service Center at the Ministry of Religious Affairs Office, Klaten Regency. Da'wah Management, Faculty of Ushuluddin and Da'wah, Raden Mas Said State Islamic University, Surakarta, 2025 This study aims to analyze the implementation of excellent service for Hajj pilgrims at the Integrated Hajj and Umrah Service Center at the Ministry of Religious Affairs Office in Klaten Regency, focusing on six core concepts of excellent service: competence, attitude, appearance, attention, action, and responsibility. The study employs a descriptive qualitative approach, with data collected through observation, in-depth interviews, and documentation. The results of the study indicate that the implementation of excellent service has been fairly well-structured and effectively carried out. Staff competencies align with their respective duties, supported by proper placement and routine evaluations. Friendly, polite, and empathetic attitudes serve as the foundation for interactions with the pilgrims. The neat and professional appearance of staff contributes to a positive impression. Attention to the pilgrims' needs is handled seriously through active communication and the provision of various supporting facilities. Service actions are quick, responsive, and innovative, particularly through the use of digital technology. Staff responsibilities are upheld through the application of strict Standard Operating Procedures (SOPs) and continuous monitoring. The implementation of these six concepts has resulted in high levels of pilgrim satisfaction and service that emphasizes effectiveness, transparency, and professionalism. However, challenges remain, particularly in the optimization of task and function distribution, especially during periods of increased pilgrim numbers. This sometimes results in overlapping responsibilities and longer waiting times. Overall, the services provided have met the standards of excellent service and have received positive recognition from the public. It is hoped that optimizing task distribution, strengthening staff competencies, and enhancing facilities and evaluation systems will further improve the quality of Hajj services in the future. Keywords: excellent service, Hajj pilgrims, Ministry of Religious Affairs, Klaten, da'wah management. EKO SAPUTRO NONE Perpustakaan Fakultas Ushuluddin & Dakwah Open Source Library Management System 2X6.3 SAP I C1 SK202550040.1 PERPUSTAKAAN FAKULTAS USHULUDDIN DAN DAKWAH (2x6.3) 2X6.3 SAP I C1 ABSTRAK HALAMAN JUDUL BAB 1 BAB 2 BAB 3 BAB 4 BAB 5 DAFTAR PUSTAKA LAMPIRAN FULL TEKS Cover_211231060.jpeg.jpeg 13381 2026-05-04 10:27:38 2026-05-04 10:27:38 machine generated