ANALISIS SISTEM PELAYANAN HAJI DAN UMRAH PADA PT MALINDO MAKKAH MADINAH DI MEDAN

Abstract

The institution of pilgrims and umrah who claim that the institution has excellent service quality. Some even provide some evidence to make consumers believe in the services made by the Hajj and Umrah travel agencies. However, in reality, there are many abandoned jama'ah who do not even leave for Hajj and Umrah because the negligence of the services provided by the bureaus is irresponsible.
PT Malindo Makkah Madinah has a strong will and continuously strives to maximize the quality of service by improving the performance of employees with training, asking complaints to jama'ahnya directly, establishing good working relationship with customers and related institutions, the communication between leaders and employees, as well as improvement of existing infrastructure facilities in the company.
With these efforts are expected to provide good service and professional and can meet the satisfaction of its customers. Factors that support services to jama'ah are the facilities given to jama'ah like four- or five-star hotel type, adequate transportation, the presence of doctors who accompany the jama'ah to provide drugs. Whereas the inhibiting factor is the number of complaints of jama'ah about the food menu provided by the hotel and flight delays due to weather that is less supportive for flight