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Munadhiroh
Institut Agama Islam Nahdlatul Ulama Tuban

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Manajemen Pelayanan Jamaah Umroh dalam Meningkatkan Kepuasan Pelanggan di PT. Prayogi Lintas Persada Tuban, Jawa Timur Munadhiroh; Jauharotina Alfadhilah
RUMI: Rumah Jurnal Ilmiah Multidisiplin Vol. 1 No. 2 (2026): RUMI (Rumah Ilmiah Jurnal Multidisiplin) (April)
Publisher : RUMI: Rumah Jurnal Ilmiah Multidisiplin

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Abstract

The development of umroh religious tourism in Indonesia triggers a growing competition between umroh travel agencies. Each umrah service provider is obliged to provide a reliable, secure, and secure facility to maintain customer loyalty. Customer services management includes the step-by-step of designing, organizing, implementing, and integrating services to achieve maximum consumer expectations. The study applies qualitative methods through descriptive research forms. The selection of qualitative methods is intended to be able to get a detailed research into the phenomenon of umroh banking services by pt. Qualitative research focuses more on understanding the meanings, grooves, and experiences that respondents felt in specific social environments. From the survey found in the field through observation, inquiry, and archive observation, it has been revealed that the management of the umroh services in pt prayogi cross persada tuban runs through several basic phases, that of pre-departure services, services during umroh worship, and post-religious services. In essence, the management of solid umroh services has had a tremendous impact on improving customer comfort.
Co-Authors Jauharotina Alfadhilah