Implementation of Hajj Registration Services at Bank Muamalat Darmo Branch
Keywords:
Service Implementasi, Hajj Registration, Bank Muamalat Darmo Branch, BPS-BPIH, SISKOHATAbstract
This study aims to analyze the implementation of Hajj registration services at Bank Muamalat’s Darmo Branch Office, which serves as a Bank Accepting Hajj Pilgrimage Cost Deposits (BPS-BPIH). The study employs a qualitative approach with a descriptive research design. Data were collected through observation, interviews with Customer Service and Front Office Processing (FOP) staff, and document review. The results indicate that the Hajj registration service implementation has proceeded according to established procedures, encompassing the provision of information to prospective pilgrims, the opening of Hajj Savings Accounts (RTJH), document verification, the acceptance of initial deposits, data entry via the ProHaj system, and integration with SISKOHAT for the issuance of Hajj quota numbers. Service delivery is supported by effective coordination between Customer Service and FOP staff. However, certain challenges persist, such as incomplete documentation from prospective pilgrims, network disruptions during system synchronization, and the need for assistance for elderly pilgrims. Therefore, improving service quality and optimizing information systems are essential to support more effective Hajj registration service delivery.
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