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All Journal Jurnal Ilmu Sosial dan Humaniora EMPATI : JURNAL ILMU KESEJAHTERAAN SOSIAL Jurnal Bina Praja Ijtimaiyah: Jurnal Ilmu Sosial dan Budaya Creative Research Journal JOURNAL OF SCIENCE AND SOCIAL RESEARCH MIMBAR : Jurnal Penelitian Sosial Dan Politik Journal of Social Science Focus : Jurnal Pekerjaan Sosial Altruis: Journal of Community Services Jurnal Borneo Akcaya : Jurnal Penelitian dan Pengembangan Pelayanan Publik Empiricism Journal ALTRUISTIK : Jurnal Konseling dan Psikologi Pendidikan Jurnal Ilmiah Perlindungan dan Pemberdayaan Sosial (Lindayasos) Journal of Social Science Asian Journal of Management, Entrepreneurship and Social Science
Yunilisiah Yunilisiah
Faculty Of Social And Political Science, Universitas Bengkulu
Religion Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Physics Public Health Social Sciences Other

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Peran dan Upaya Pemerintah dalam Meningkatkan Kualitas Pelayanan Ibadah Haji di Kabupaten Bengkulu Utara Astirani, Verenica Nefa; Suharto, Sugeng; Yunilisiah, Yunilisiah
Empiricism Journal Vol. 7 No. 1: March 2026
Publisher : Lembaga Penelitian dan Pemberdayaan Masyarakat (LITPAM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/ej.v7i1.4696

Abstract

Penelitian ini bertujuan untuk menganalisis peran dan upaya Pemerintah Kabupaten Bengkulu Utara dalam meningkatkan kualitas pelayanan ibadah haji. Penelitian menggunakan pendekatan deskriptif kualitatif dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Informan penelitian terdiri dari pejabat Bagian Kesejahteraan Rakyat, pihak Kantor Kementerian Agama Kabupaten Bengkulu Utara, serta jamaah haji. Analisis kualitas pelayanan dilakukan dengan memadukan kerangka peran pemerintah (regulator, dinamisator, fasilitator, dan katalisator) serta dimensi Hajjsequal yang meliputi health, guidance, accommodation, transportation, dan facilities. Hasil penelitian menunjukkan bahwa pemerintah daerah menjalankan perannya sebagai regulator melalui penyusunan kebijakan teknis dan pembentukan kepanitiaan manasik haji. Sebagai dinamisator, pemerintah menggerakkan kesiapan jamaah melalui pelaksanaan manasik yang terstruktur. Sebagai fasilitator, pemerintah menyediakan dukungan sarana dan prasarana, termasuk bantuan transportasi dan identitas daerah bagi jamaah. Sebagai katalisator, pemerintah membangun koordinasi lintas sektor dengan instansi terkait guna mendukung kelancaran pelayanan. Pada dimensi kualitas layanan, aspek guidance dan facilities tergolong baik, sedangkan aspek health dan accommodation masih memerlukan penguatan. Upaya peningkatan kualitas pelayanan dilakukan pada dataran input, proses, dan output, yang meliputi penguatan sumber daya manusia, pelaksanaan pelayanan yang terkoordinasi, serta hasil pelayanan yang dirasakan langsung oleh jamaah. Kebaruan penelitian ini terletak pada integrasi analisis peran pemerintah daerah dengan dimensi kualitas layanan haji berbasis Hajjsequal dalam konteks pemerintah kabupaten. Secara keseluruhan, Pemerintah Kabupaten Bengkulu Utara telah menunjukkan komitmen dalam meningkatkan kualitas pelayanan ibadah haji, meskipun penguatan regulasi daerah yang lebih komprehensif masih diperlukan untuk mendukung keberlanjutan pelayanan. The Role and Efforts of the Government in Improving the Quality of Hajj Service Delivery in Bengkulu Utara Regency Abstract This study aims to analyze the role and efforts of the North Bengkulu Regency Government in improving the quality of hajj services. The study employed a qualitative descriptive approach, with data collected through interviews, observations, and documentation. Research informants consisted of officials from the Public Welfare Division, representatives of the Ministry of Religious Affairs Office of North Bengkulu Regency, and hajj pilgrims. Service quality analysis was conducted by integrating the government role framework (regulator, dynamizer, facilitator, and catalyst) with the Hajjsequal dimensions, namely health, guidance, accommodation, transportation, and facilities. The findings show that the local government performed its role as a regulator through technical policy formulation and the establishment of hajj guidance committees. As a dynamizer, the government enhanced pilgrims’ readiness through structured hajj guidance programs. As a facilitator, it provided supporting facilities and infrastructure, including transportation assistance and regional identity attributes for pilgrims. As a catalyst, the government built cross-sectoral coordination with related institutions to support smooth service delivery. In terms of service quality, the guidance and facilities dimensions were relatively strong, while the health and accommodation dimensions still require improvement. Efforts to improve service quality were carried out at the input, process, and output levels, including human resource strengthening, coordinated service implementation, and service outcomes directly perceived by pilgrims. The novelty of this study lies in integrating the local government role framework with Hajj service quality dimensions based on Hajjsequal in the context of district-level governance. Overall, the North Bengkulu Regency Government has demonstrated commitment to improving the quality of hajj services, although stronger local regulations are still needed to ensure service sustainability.
Co-Authors Anggreani, Rita Aris Tristanto Aris Tristanto Aris Tristanto Astirani, Verenica Nefa Bangsu, Tamrin Darubekti, Nurhayati Desy Afrita Gandi Indah Jaya Ishak Fadlurrohim Jaya, Gandi Indah Jenny, Despita Antika Lisa Adhrianti Munandar, Aries Nurhayati Darubekti Permata, Sri Putri puspitasari, ni made anggraeni Rafinita Aditia Ramadhan, Rahmad Andre Sakroni Setiawati, Ida Agus Suharto, Sugeng Suminar, Panji Tamrin Bangsu Tamrin Bangsu Trinoviani, Inayah Tristanto , Aris Tristanto, Aris Veeraramany, Thayanhithy Yuli Hartanto