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.
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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.