Peran Karyawan dalam Implementasi Pelayanan Prima bagi Jamaah Umroh di PT. Mutiara Amanah Panyuran Palang Tuban

Abstract

The increasing number of travel agencies has resulted in many still not implementing excellent service, so this study analyzes the role of employees in implementing excellent service for Umrah pilgrims at PT. Mutiara Amanah Panyuran Palang Tuban Branch. This research is motivated by the importance of service quality in the service industry, especially in the organization of Umrah pilgrimages that require optimal service, both from technical and spiritual aspects. As the spearhead of the company, employees have a strategic role in creating satisfaction and trust of pilgrims. PT. Mutiara Amanah has implemented excellent service from registration to the return of pilgrims who are always accompanied and given the best service. This study uses a qualitative approach with a descriptive type. Data were collected through interviews, observations, and documentation from informants consisting of branch managers and branch staff.