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All Journal Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah
Makmur
Universitas Islam Negeri Fatmawati Sukarno Bengkulu
Economics, Econometrics & Finance Social Sciences

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Manajemen Pelayanan Manasik Jama’ah Haji Lansia (Studi pada PT. Arafah Raya Gemilang Bengkulu) Wahnesly Nurliya Anggraini; Supardi Mursalin; Makmur
Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah Vol 11 No 3 (2026)
Publisher : Universitas Muhammadiyah Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30651/jms.v11i3.31795

Abstract

This study aims to determine how the management of guidance service for elderly Hajj pilgrims is implemented by PT. Arafah Raya Gemilang Bengkulu. This study used a qualitative method with a case study approach. Data collection techniques were carried out through interviews, observation, and documentation. The research informants consisted of the Deputy Director, Marketing Manager, HRD, and elderly pilgrims who had participated in the guidance activities at PT. Arafah Raya Gemilang Bengkulu. The results of the study indicate that the management of guidance service for elderly Hajj pilgrims has been implemented quite well based on the elements of tangibles, reliability, responsiveness, empathy, and assurance. The company provides adequate facilities to support the guidance activities such as projectors, guidebooks, Kaaba miniatures, and sound systems (loudspeakers). Equal distribution of materials for both attending and absent pilgrims, consistency of schedules, as well as fast, patient, and friendly services for elderly pilgrims can be seen from how the staff greet them politely, smile warmly, and listen without interrupting the pilgrims while speaking. In addition, the services provided are expected to help elderly pilgrims understand the procedures of Hajj worship more easily and comfortably.
Peran dan Kompetensi Muthawif pada Kepuasan Layanan Jamaah Umrah pada PT. Amanah Safari Internasional (Asafi) Tour Bengkulu Hellannisa Alfidah; Yosy Arisandi; Makmur
Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah Vol 11 No 3 (2026)
Publisher : Universitas Muhammadiyah Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30651/jms.v11i3.31796

Abstract

This study aims to analyze the role and competence of muthawif in relation to the satisfaction of Umrah pilgrims’ services at PT. Amanah Safari Internasional (ASAFI) Tour Bengkulu. The focus of this study includespilgrims’ experiences related to the role of the muthawif during theimplementation of Umrah,pilgrims’ perceptions of the muthawif competence, and the influence of these roles and competencies on pilgrims’ satisfaction, both emptionally and spiritually. This study employs a qualitative approach with a descriptive method. Data collection techniques include interviews, observation, and documentation. The results of the study indicate that, in general, pilgrims have a positive impression of the role of the muthawif. The muthawif is considered capable of providing clear, structured, and easily understood guidance in worship, as well as assisting pilgrims throughout the Umrah rituals in the Holy Land.In addition, the competence of the muhawif is considered good, as reflected in their mastery of Umrah materials, effective communication skills, and ability to handle various characteristics of pilgrims.The roles and competencies have been proven to significantly contribute to the level of pilgrims’ satisfaction, both in terms of service quality and the spiritual experience gained during the Umrah pilgrimage.
Co-Authors Hellannisa Alfidah Supardi Mursalin Wahnesly Nurliya Anggraini Yosy Arisandi