Manajemen Pelayanan Prima dalam Meningkatkan Kualitas Manajemen KBIH

Abstract

Penelitian ini menjelaskan regulasi layanan yang diterapkan di KBIH Bintaldam III/Siliwangi, fasilitas-fasilitas layanan dan budaya pemberian layanan dalam meningkatkan kualitas manajemen KBIH. Metode yang digunakan dalam penelitian ini adalah studi deskriptif.. Analisis data dengan analisis kualitatif. Hasil penelitian menunjukkan bahwa regulasi layanan di KBIH Bintaldam III/Siliwangi berguna untuk memberikan jaminan kepada jamaah akan kualitas pelayanan, meningkatkan akuntabilitas dan memperjelas target pekerjaan. Fasilitas-fasilitas layanan di KBIH Bintaldam III/Siliwangi senantiasa diperbaiki dan ditingkatkan demi memberikan pelayanan prima terhadap jamaah. Budaya pelayanan prima di KBIH Bintaldam III/Siliwangi terdiri dari beberapa pilar, yaitu disiplin, ramah, dan melakukan pemberdayaan alumni. Tentunya regulasi layanan, fasilitas-fasilitas layanan dan budaya pelayanan prima sangat memiliki peranan penting dalam meningkatkan kualitas manajemen KBIH serta dalam melayani dan membantu para jamaah mulai dari proses pendaftaran haji, manasik haji, pemberangkatan jamaah haji ke tanah suci hingga kembali ke tanah air. This study explains the regulation of services implemented in KBIH Bintaldam III / Siliwangi, service facilities and service delivery culture in improving the quality of management of KBIH. The method used in this research is descriptive study with data collection techniques conducted are observation, interview, and documentation. Data analysis with qualitative analysis. The results show that service regulation in KBIH is useful to provide assurance to the congregation of the quality of service, increase accountability and clarify the target work. Service facilities at KBIH Bintaldam III / Siliwangi are constantly improved and upgraded to provide excellent service to pilgrims. The culture of excellent service at KBIH Bintaldam III / Siliwangi consists of several pillars, discipline, friendly, and empowering alumni. Service regulation, service facilities and excellent service culture have an important role in improving the quality of management of KBIH and in serving and assisting pilgrims starting from the process of Hajj registration, Hajj pilgrimage, departure of pilgrims to the Holy Land until returning to the country.