Miqat: Journal of Islamic Management

Conceptual Analysis of the Implementation of Digital-Based Services for Umrah Pilgrims

Mustofa Mustofa — 2026-05-08

This study aims to conceptually analyze the implementation of digital-based services for Umrah pilgrims in enhancing service quality. The background of this research is driven by advancements in information and communication technology, which have catalyzed transformations across various sectors, including the management of Umrah pilgrimage services. The increasing number of pilgrims and the growing complexity of services necessitate a more effective, efficient, and integrated system through the utilization of digital technology. This research employs a qualitative approach with a library research method, examining various relevant scientific literature sources such as journal articles, books, and official documents related to service digitalization and Umrah service management. Data analysis techniques include content analysis and descriptive analysis to identify patterns, concepts, and relationships between findings from various sources. The results indicate that the implementation of digital-based services in Umrah management is realized through the integration of various systems, such as online registration, pilgrim data management, electronic payment systems, and the use of mobile applications and digital communication platforms. Digitalization provides benefits in increasing operational efficiency, information transparency, and ease of service access for pilgrims. However, implementation also faces several challenges, particularly regarding human resource readiness, technological infrastructure limitations, and low digital literacy among some pilgrims. In conclusion, the digitalization of Umrah pilgrim services is a multidimensional and strategic transformation process in improving service quality. Its successful implementation requires technological support, organizational readiness, and capacity building for users to ensure optimal and sustainable operations.

Digital Communication Management in Hajj and Umrah Services: A Systematic Literature Review on the Transformation of Services for Muslim Pilgrims in the Era of Platformization

M. Nashoihul Ibad — 2026-05-08

This article aims to analyze digital communication management in Hajj and Umrah services through a systematic literature review of the transformation of Muslim pilgrim services in the era of platformization. The digitalization of Hajj and Umrah services has altered communication patterns between the government, pilgrimage organizers, ritual guides (pembimbing manasik), travel agencies, and pilgrims. Services that previously relied heavily on administrative and face-to-face communication have now evolved through digital applications, official websites, social media, WhatsApp groups, information systems, and integrated service platforms. This study employs a Systematic Literature Review (SLR) approach, following the PRISMA 2020 flow. Data were obtained from journal articles, scientific proceedings, academic books, policy documents, and official reports relevant to the topics of digital communication, Hajj-Umrah services, social media, platformization, public trust, and Islamic communication. Analysis was conducted through thematic synthesis. The results of the study indicate that digital communication management in Hajj and Umrah services encompasses six main dimensions: pilgrim digital education, information transparency, public trust, risk communication, service platformization, and Islamic communication ethics. This article asserts that the digitalization of Hajj and Umrah services functions not only as an administrative instrument but also as a strategic communication system that shapes pilgrim experience, understanding, protection, and trust. The novelty of this article lies in the formulation of a conceptual framework for Hajj-Umrah digital communication management that integrates service management, digital communication, platformization, and Islamic communication perspectives.

System Failures in the Organization of the Hajj and Their Impact on Pilgrims’ Experiences

Mohammad Rofiuddin — 2026-05-08

This study aims to analyze the influence of service system failure on pilgrim experience in the management of the Hajj pilgrimage. The research is motivated by various systemic issues in Hajj services, such as data asynchrony, poor coordination, and operational disruptions that potentially affect the quality of the pilgrim experience. This study employs a quantitative approach with an explanatory design. Data were collected through a survey of 150 Hajj pilgrims using a Likert scale-based questionnaire. Data analysis was conducted using simple linear regression to test the relationship between variables. The results indicate that service system failure has a negative and significant influence on pilgrim experience (β = -0.62; p < 0.001), with a coefficient of determination ($R^2$) of $0.384$. These findings suggest that higher levels of failure within the service system lead to lower quality in the experience perceived by pilgrims. Beyond the functional impact, service failure also affects the emotional and spiritual dimensions of the pilgrims, which are distinct characteristics of religious services. This research contributes by integrating the concepts of service system failure and customer experience within the context of Hajj services as a form of sacred service. Practically, the results emphasize the importance of system integration and service coordination in enhancing the quality of the pilgrim experience.

Cross-Cultural Communication in Indonesia’s Hajj Services: Interactions Between Staff and Multicultural Pilgrims

Reiza Praselanova — 2026-05-08

The cultural diversity of Indonesian Hajj pilgrims presents complex communication challenges in service delivery, particularly when differences in language, customs, and the interpretation of instructions potentially trigger miscommunication. However, empirical studies specifically measuring the effectiveness of cross-cultural communication in the context of officer-pilgrim interaction remain limited, resulting in a gap between field practices and the development of culture-based communication models. This study aims to analyze the effectiveness of cross-cultural communication in enhancing the quality of Hajj services through interactions between officers and multicultural pilgrims. This research employs a quantitative design with a survey approach involving a simulation of 210 Indonesian Hajj pilgrims from various regions. The instrument used is a Likert-scale questionnaire measuring cross-cultural communication competence, message clarity, and service satisfaction, with analysis conducted using linear regression and significance testing (p-value). Validity and reliability were tested using Confirmatory Factor Analysis (CFA) and Cronbach’s Alpha (>0.7). The results indicate that cross-cultural communication has a significant influence on pilgrim satisfaction (β = 0.63; p < 0.001), with empathy and language adaptation as the dominant factors. These findings underscore that strengthening cross-cultural communication competence not only enriches service communication theory but also serves as a practical foundation for Hajj officer training to ensure services are more inclusive, effective, and humanistic.

Integrating Islamic Educational Values into the Management of Hajj and Umrah Services

Bahru Rozi — 2026-05-08

Hajj and Umrah management encompasses not only administrative and technical aspects but also vital educational and spiritual dimensions within the framework of Islamic Religious Education (PAI). This study aims to analyze the integration of PAI values into the management and service of Hajj and Umrah pilgrims through a qualitative library research method. Data were analyzed using descriptive-analytical and content analysis techniques, drawing from scientific literature published between 2023 and 2025. The results demonstrate that integrating PAI values—such as amanah (trustworthiness), professionalism, and ikhlas (sincerity)—throughout the planning, implementation, and evaluation phases significantly enhances the quality of worship. Furthermore, the implementation of value-based ritual guidance and the utilization of digital learning platforms effectively minimize ritual errors and increase pilgrim satisfaction. This research concludes that an integrative management model balancing managerial efficiency with spiritual nurturing is essential for producing independent pilgrims with high spiritual awareness. Theoretically, this study enriches the literature on religious service management, while practically, it provides a foundation for developing humanistic and Sharia-compliant pilgrimage policies.