Upaya Kelompok Bimbingan Ibadah Haji dan Umroh (KBIHU) dalam Meningkatkan Customer Relationship Management Haji dan Umroh (Studi Kasus di KBIHU Assalam Lahat)
Keywords:
KBIHU, Customer Relationship Management, Haji, Umroh, Layanan PelangganAbstract
Penelitian ini bertujuan untuk menganalisis upaya yang dilakukan oleh Kelompok Bimbingan Ibadah Haji dan Umroh (KBIHU) Assalam Lahat dalam meningkatkan Customer Relationship Management (CRM) untuk layanan haji dan umroh. Dalam konteks ini, CRM menjadi penting untuk membangun hubungan yang baik antara penyelenggara dan jamaah, terutama dalam menghadapi kompetisi yang semakin ketat di industri perjalanan ibadah. Metode yang digunakan dalam penelitian ini adalah studi kasus, dengan pengumpulan data melalui wawancara, observasi, dan analisis dokumen. Hasil penelitian menunjukkan bahwa KBIHU Assalam Lahat telah menerapkan berbagai strategi, termasuk pemanfaatan teknologi informasi, pelatihan sumber daya manusia, dan peningkatan layanan pelanggan. Data menunjukkan bahwa 75% jamaah merasa puas dengan layanan yang diberikan, dan 60% dari mereka bersedia merekomendasikan KBIHU Assalam kepada orang lain. Penelitian ini diharapkan dapat memberikan kontribusi bagi pengembangan strategi CRM di sektor haji dan umroh, serta menjadi acuan bagi KBIHU lain di Indonesia.
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