COMMUNICATION MANAGEMENT IN IMPROVING THE QUALITY OF SERVICE FOR HAJJ AND UMRAH PILGRIMS

Abstract

The service of hajj and umrah pilgrims is one of the crucial aspects in the organization of quality worship that is oriented toward pilgrim satisfaction. The complexity of the worship process, which involves various administrative, technical, and spiritual stages, demands an effective, structured, and adaptive communication system to meet pilgrims' needs. This study aims to analyze the implementation of communication management in improving the quality of service for hajj and umrah pilgrims, particularly within institutions that organize worship guidance.The research method employed is a descriptive qualitative approach with data collection techniques through observation, in-depth interviews, and documentation study. Data analysis was carried out systematically through data reduction, data presentation, and conclusion drawing. The results indicate that systematically designed communication management is capable of enhancing the effectiveness of information delivery, strengthening the relationship between management and pilgrims, and significantly increasing the level of pilgrim satisfaction. The implications of this study affirm that communication is not merely a tool for conveying information, but rather a primary strategy in building service quality. The integration of interpersonal communication and the utilization of digital technology are important factors in supporting the success of hajj and umrah pilgrim services.