Strategi Manajemen Kbihu Ka’bah Dalam Mempertahankan Integritas Pelayanan Pada Jemaah

Abstract

The integrity of services provided by Hajj and Umrah Guidance Groups (Kelompok Bimbingan Ibadah Haji dan Umrah KBIHU) plays a crucial role in building pilgrims' trust and ensuring the quality of religious guidance. This study aims to analyze the management strategies implemented by KBIHU Ka'bah in maintaining service integrity for pilgrims. The research employed a qualitative descriptive approach. Data were collected through observations, in-depth interviews with the management and pilgrims of KBIHU Ka'bah, and documentation. Data were analyzed using the interactive model of data reduction, data display, and conclusion drawing. The study adopted David's strategic management theory, encompassing strategy formulation, strategy implementation, and strategy evaluation, alongside the concept of service integrity consisting of honesty, responsibility, consistency, and transparency. The findings indicate that KBIHU Ka'bah maintains service integrity through structured strategic planning, systematic implementation of service programs, and continuous evaluation of service performance. Service integrity is reflected in transparent information delivery, responsible assistance to pilgrims, consistent service procedures, and openness in organizational management. Nevertheless, differences in pilgrims' understanding and communication challenges remain obstacles to maintaining optimal service quality. This study contributes to the development of strategic management practices in Islamic religious organizations by emphasizing the importance of integrity-based service management to enhance organizational credibility and pilgrims' satisfaction.