Strategi Pelayanan Prima Pada Jamaah Lansia Di PT Amanah Travel Indonesia

Abstract

PT. Amanah Travel Indonesia adalah suatu badan penyelenggaraan ibadah umrah di PT. Amanah Travel Indonesia terdapat beberapa masalah dalam memberikan pelayanan prima pada jamaah lansia seperti kurang memberikan informasi kepada jamaah lansia kurangnya perhatian dari tour leader dan muthowif kepada jamaah lansia sehingga pelayanan prima diberikan kepada jamaah lansia belum maksimal. Penelitian ini bertujuan untuk menggali strategi pelayanan prima pada jamaah lansia di PT. Amanah Travel Indonesia. Penelitian ini menggunakan metode kualitatif dengan teknik pengumpulan data berupa wawancara, observasi, dan dokumentasi.Metodologi yang digunakan adalah kualitatif melalui observasi, wawancara, dan dokumentasi dengan data dokumen untuk memahami dan menjelaskan fenomena sosial yang terjadi Hasil penelitian ini menunjukkan bahwa Startegi Pelayanan Prima Pada Jamaah Lansia di PT. Amanah Travel Indonesia dapat dilihat dari pelayanan ibadah umrah pada jamaah lansia di PT Amanah Travel Indonesia menerapkan standar pelayanan prima kemampuan, sikap, penampilan, perhatian, tindakan, tanggung jawab memberikan pelayanan prima yang diberikan oleh muthowif dan tourleader kepada jamaah lansia, selama berada di Arab Saudi yang dirasakan oleh jamaah lansia, muthowif memberikan arahan kepada jamaah lansia,

PT. Amanah Travel Indonesia is an agency for organizing Umrah worship at PT Amanah Travel Indonesia there are several problems in providing excellent service to elderly pilgrims such as lack of information to elderly pilgrims lack of attention from tour leaders and muthowif to elderly pilgrims so that excellent service is provided to elderly pilgrims not yet optimal. This study aims to explore the strategy of excellent service to elderly pilgrims at PT Amanah Travel Indonesia. This research uses qualitative methods with data collection techniques in the form of interviews, observations, and documentation. The methodology used is qualitative through observation, interviews, and documentation with document data to understand and explain the social phenomena that occur. The results of this study indicate that the Excellent Service Strategy for Elderly Pilgrims at PT. Amanah Travel Indonesia can be seen from the Umrah worship service for elderly pilgrims at PT Amanah Travel Indonesia applying excellent service standards of ability, attitude, appearance, attention, action, responsibility to provide excellent service provided by muthowif and tourleader to elderly pilgrims, while in Saudi Arabia which is felt by elderly pilgrims, muthowif provides direction to elderly pilgrims.