The DOI matches its Crossref record.
Pelayanan Publik Penyelenggaraan Keberangkatan Haji Reguler pada Kantor Kementerian Agama Kota Pekanbaru
Open accessAbstract
Penelitian ini bertujuan untuk menganalisis kualitas pelayanan haji reguler di Kantor Kementerian Agama Kota Pekanbaru serta mengidentifikasi hambatan-hambatan yang dihadapi dalam penyelenggaraan pelayanan haji. Dengan menggunakan metode kualitatif deskriptif dengan pendekatan fenomenologi, penelitian ini mengumpulkan data melalui wawancara, observasi, dan dokumentasi. Wawancara dilakukan dengan petugas di Seksi Penyelenggara Haji dan Umrah serta jemaah haji yang telah atau sedang mengurus pendaftaran. Observasi dilaksanakan untuk melihat proses pelayanan langsung, dan dokumentasi digunakan untuk mengkaji prosedur administrasi serta sistem yang diterapkan. Data yang terkumpul dianalisis secara tematik menggunakan teori kualitas pelayanan dari Zeithaml, dengan fokus pada dimensi tangible, reliability, responsiveness, assurance, dan empathy. Hasil penelitian menunjukkan bahwa pelayanan haji di Kantor Kementerian Agama Kota Pekanbaru masih menghadapi hambatan terkait keterbatasan infrastruktur, gangguan teknis pada sistem Siskohat, serta kurangnya pemahaman teknologi di kalangan jemaah, terutama lansia. Penelitian ini menyarankan perbaikan infrastruktur, peningkatan teknologi, serta pelatihan untuk petugas dan jemaah untuk meningkatkan kualitas pelayanan.
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Metadata
- Authors
- Intan, N., & Rusli, Z.
- Affiliations
- Riau University (ID)
- ORCID
- Rusli, Zaili
- Venue
- AURELIA: Jurnal Penelitian dan Pengabdian Masyarakat Indonesia
- Publisher
- Rayyan Jurnal
- Published
- 2026-01-31
- Volume
- 5
- Issue
- 1
- Pages
- 190-198
- ISSN
- 2964-2493 (ISSN-L)
- 2962-0430
- OpenAlex
- W7133126101
- Cited by
- 0
- References
- 0
- FWCI
- 0.00
- Type
- journal article
- Language
- id
- Open access
- diamond
- doi.org
- Licence
- Locations
- AURELIA Jurnal Penelitian dan Pengabdian Masyarakat Indonesia (publishedVersion, cc-by-nc)
- Topics
- Social Sciences › Political Science and International Relations › Public Administration in Developing Nations
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Health Sciences › Health Professions › General Health Professions › Healthcare Quality and Satisfaction
- Keywords
- hajj services, public service quality, hajj registration, Ministry of Religious Affairs office, Pekanbaru, infrastructure constraints, elderly pilgrims, technological literacy, barriers to services
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