Analisis Penanganan Kendala Perjalanan Ibadah Umrah di PT. Al-Azhar Mitra Utama Cabang Bukittinggi

Abstract

Abstrak Penelitian ini bertujuan untuk menganalisis kendala yang dihadapi jamaah selama proses perjalanan ibadah umrah serta mengkaji upaya penanganan kendala tersebut berdasarkan perspektif manajemen risiko. Metode penelitian yang digunakan adalah metode kualitatif dengan pendekatan deskriptif, melalui pengumpulan data berupa observasi, wawancara, dan dokumentasi. Hasil penelitian menunjukkan bahwa kendala perjalanan ibadah umrah terdiri atas kendala internal dan eksternal. Kendala internal meliputi pengurusan paspor, kerusakan koper, keterlambatan penerbangan (delay), dan masalah kesehatan. Sementara itu, kendala eksternal mencakup permasalahan akomodasi karena keterbatasan koordinasi dengan pihak layanan di Arab Saudi, tersesat, kehilangan paspor di Arab Saudi, serta faktor lingkungan dan situasi di luar kendali penyelenggara. Penanganan kendala dilakukan melalui tahapan manajemen risiko, yaitu identifikasi, analisis, evaluasi, dan pengendalian risiko. Meskipun upaya penanganan telah dilakukan, masih diperlukan peningkatan dalam perencanaan dan pengawasan agar risiko dapat diminimalkan secara efektif. Penelitian ini diharapkan dapat memberikan kontribusi bagi penyelenggara perjalanan ibadah umrah dalam meningkatkan kualitas pelayanan dan manajemen risiko.   Abstract This study aims to analyze the obstacles faced by pilgrims during the Umrah pilgrimage and examine efforts to address these obstacles from a risk management perspective. The research method used was a qualitative descriptive approach, collecting data through observation, interviews, and documentation. The results indicate that obstacles during the Umrah pilgrimage consist of internal and external constraints. Internal obstacles include passport processing, damaged luggage, flight delays, and health issues. Meanwhile, external obstacles include accommodation issues due to limited coordination with service providers in Saudi Arabia, getting lost, losing passports in Saudi Arabia, and environmental factors and situations beyond the organizer's control. Obstacle management is carried out through the stages of risk management: identification, analysis, evaluation, and risk control. Although mitigation efforts have been implemented, improvements in planning and supervision are still needed to minimize risks effectively. This research is expected to contribute to improving the quality of service and risk management for Umrah pilgrimage organizers.