Peran dan Upaya Pemerintah dalam Meningkatkan Kualitas Pelayanan Ibadah Haji di Kabupaten Bengkulu Utara
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Penelitian ini bertujuan untuk menganalisis peran dan upaya Pemerintah Kabupaten Bengkulu Utara dalam meningkatkan kualitas pelayanan ibadah haji. Penelitian menggunakan pendekatan deskriptif kualitatif dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Informan penelitian terdiri dari pejabat Bagian Kesejahteraan Rakyat, pihak Kantor Kementerian Agama Kabupaten Bengkulu Utara, serta jamaah haji. Analisis kualitas pelayanan dilakukan dengan memadukan kerangka peran pemerintah (regulator, dinamisator, fasilitator, dan katalisator) serta dimensi Hajjsequal yang meliputi health, guidance, accommodation, transportation, dan facilities. Hasil penelitian menunjukkan bahwa pemerintah daerah menjalankan perannya sebagai regulator melalui penyusunan kebijakan teknis dan pembentukan kepanitiaan manasik haji. Sebagai dinamisator, pemerintah menggerakkan kesiapan jamaah melalui pelaksanaan manasik yang terstruktur. Sebagai fasilitator, pemerintah menyediakan dukungan sarana dan prasarana, termasuk bantuan transportasi dan identitas daerah bagi jamaah. Sebagai katalisator, pemerintah membangun koordinasi lintas sektor dengan instansi terkait guna mendukung kelancaran pelayanan. Pada dimensi kualitas layanan, aspek guidance dan facilities tergolong baik, sedangkan aspek health dan accommodation masih memerlukan penguatan. Upaya peningkatan kualitas pelayanan dilakukan pada dataran input, proses, dan output, yang meliputi penguatan sumber daya manusia, pelaksanaan pelayanan yang terkoordinasi, serta hasil pelayanan yang dirasakan langsung oleh jamaah. Kebaruan penelitian ini terletak pada integrasi analisis peran pemerintah daerah dengan dimensi kualitas layanan haji berbasis Hajjsequal dalam konteks pemerintah kabupaten. Secara keseluruhan, Pemerintah Kabupaten Bengkulu Utara telah menunjukkan komitmen dalam meningkatkan kualitas pelayanan ibadah haji, meskipun penguatan regulasi daerah yang lebih komprehensif masih diperlukan untuk mendukung keberlanjutan pelayanan.
The Role and Efforts of the Government in Improving the Quality of Hajj Service Delivery in Bengkulu Utara Regency
Abstract
This study aims to analyze the role and efforts of the North Bengkulu Regency Government in improving the quality of hajj services. The study employed a qualitative descriptive approach, with data collected through interviews, observations, and documentation. Research informants consisted of officials from the Public Welfare Division, representatives of the Ministry of Religious Affairs Office of North Bengkulu Regency, and hajj pilgrims. Service quality analysis was conducted by integrating the government role framework (regulator, dynamizer, facilitator, and catalyst) with the Hajjsequal dimensions, namely health, guidance, accommodation, transportation, and facilities. The findings show that the local government performed its role as a regulator through technical policy formulation and the establishment of hajj guidance committees. As a dynamizer, the government enhanced pilgrims’ readiness through structured hajj guidance programs. As a facilitator, it provided supporting facilities and infrastructure, including transportation assistance and regional identity attributes for pilgrims. As a catalyst, the government built cross-sectoral coordination with related institutions to support smooth service delivery. In terms of service quality, the guidance and facilities dimensions were relatively strong, while the health and accommodation dimensions still require improvement. Efforts to improve service quality were carried out at the input, process, and output levels, including human resource strengthening, coordinated service implementation, and service outcomes directly perceived by pilgrims. The novelty of this study lies in integrating the local government role framework with Hajj service quality dimensions based on Hajjsequal in the context of district-level governance. Overall, the North Bengkulu Regency Government has demonstrated commitment to improving the quality of hajj services, although stronger local regulations are still needed to ensure service sustainability.
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