Analisis Peran Tour Leader Dalam Meningkatkan Kualitas Ibadah Jamaah Umrah Di PT Sukses Internasional Tour Dan Travel Regional Bukittinggi

Abstract

ABSTRAK

Penelitian ini dilatarbelakangi oleh pentingnya kualitas pelayanan dalam penyelenggaraan perjalanan ibadah umrah, khususnya peran tour leader sebagai pendamping utama jamaah selama perjalanan. Tour leader memiliki tanggung jawab dalam mengatur perjalanan, memberikan arahan ibadah, serta memastikan kenyamanan dan keamanan jamaah sejak keberangkatan hingga kembali ke tanah air. Oleh karena itu, penelitian ini bertujuan untuk mengetahui peran tour leader dalam meningkatkan kualitas ibadah jamaah umrah serta faktor pendukung dan penghambat yang dihadapi dalam pelaksanaannya.Penelitian ini menggunakan metode penelitian kualitatif dengan pendekatan deskriptif. Teknik pengumpulan data dilakukan melalui wawancara, observasi, dan dokumentasi terhadap tour leader serta beberapa jamaah umrah di PT Sukses Internasional Tour & Travel Regional Bukittinggi. Analisis data dilakukan melalui proses reduksi data, penyajian data, dan penarikan kesimpulan untuk memperoleh gambaran yang jelas mengenai peran tour leader dalam meningkatkan kualitas ibadah jamaah umrah. Hasil penelitian menunjukkan bahwa tour leader memiliki peran yang sangat penting dalam meningkatkan kualitas ibadah jamaah umrah melalui tiga peran utama, yaitu sebagai organizer, communicator, dan mover group. Sebagai organizer, tour leader bertanggung jawab dalam mengatur dan mengoordinasikan seluruh rangkaian perjalanan jamaah. Sebagai communicator, tour leader berperan dalam menyampaikan informasi secara jelas serta menjalin komunikasi yang efektif dengan jamaah dan pihak terkait. Sedangkan sebagai mover group, tour leader mampu menciptakan kebersamaan, menjaga kekompakan jamaah, serta memberikan motivasi spiritual selama pelaksanaan ibadah. Penelitian ini juga menemukan bahwa terdapat faktor pendukung seperti kompetensi tour leader, komunikasi yang baik, serta fasilitas yang memadai. Sementara itu, faktor penghambat meliputi perbedaan karakter jamaah, kondisi cuaca ekstrem, kepadatan jamaah di Tanah Suci, serta kendala teknis perjalanan. Secara keseluruhan, peran tour leader memberikan kontribusi yang signifikan dalam meningkatkan kualitas pelayanan dan membantu jamaah melaksanakan ibadah umrah dengan lebih tertib, nyaman, dan khusyuk.

ABSTRACT

This research is motivated by the importance of service quality in organizing the Umrah pilgrimage, especially the role of the tour leader as the main companion of the congregation during the trip. Tour leaders have the responsibility to organize trips, provide directions for worship, and ensure the comfort and safety of the congregation from departure to return to their homeland. Therefore, this research aims to determine the role of tour leaders in improving the quality of Umrah pilgrims' worship as well as the supporting and inhibiting factors that hinder its implementation. This research uses qualitative research methods with a descriptive approach. Data collection techniques were carried out through interviews, observation and documentation of tour leaders and several Umrah pilgrims at PT Sukses Internasional Tour & Travel Regional Bukittinggi. Data analysis was carried out through a process of data reduction, data presentation, and drawing conclusions to obtain a clear picture of the role of tour leaders in improving the quality of Umrah pilgrims' worship. The research results show that tour leaders have a very important role in improving the quality of Umrah pilgrims' worship through three main roles, namely as organizer, communicator and group mover. As an organizer, the tour leader is responsible for organizing and coordinating the entire pilgrimage trip. As a communicator, the tour leader plays a role in conveying information clearly and creating effective communication with the congregation and related parties. Meanwhile, as a group motivator, the tour leader is able to create togetherness, maintain the unity of the congregation, and provide spiritual motivation during worship. This research also found that there are supporting factors such as tour leader competence, good communication, and adequate facilities. Meanwhile, inhibiting factors include differences in the character of the congregation, extreme weather conditions, density of congregations in the Holy Land, as well as technical obstacles to travel. Overall, the role of the tour leader makes a significant contribution in improving the quality of service and helping pilgrims carry out the Umrah pilgrimage in a more orderly, comfortable and solemn manner.