ANALYSIS OF THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT (TQM) IN INCREASING THE INTEREST OF PROSPECTIVE HAJJ & UMRAH PILGRIMS (CASE STUDY OF PT FAHMY GLOBAL MANDIRI BANGKALAN AROSBAYA)

(STUDI KASUS PT FAHMY GLOBAL MANDIRI BANGKALAN AROSBAYA)

Abstract

This study aims to analyze the implementation of Total Quality Management (TQM) in increasing the interest of prospective pilgrims for Hajj and Umrah travel, with a case study at PT Fahmy Global Mandiri Bangkalan Arosbaya. Total Quality Management (TQM) is a management system focused on continuous quality improvement by involving all organizational elements to achieve customer satisfaction. In the context of Hajj and Umrah travel agencies, TQM implementation is essential due to the high level of competition among agencies and the increasing awareness of prospective pilgrims regarding service quality.

This research uses a qualitative approach with data collection techniques including in-depth interviews, observations, and documentation. Research informants consist of the management and staff of PT Fahmy Global Mandiri, as well as several prospective pilgrims who have utilized the agency’s services. Data analysis was conducted descriptively by identifying the TQM implementation process, its impact on prospective pilgrims’ interest, and the challenges faced during its implementation.

The results reveal that the implementation of Total Quality Management (TQM) at PT Fahmy Global Mandiri involves several key processes focusing on improving service quality and customer satisfaction. However, the study also identifies several obstacles in the TQM implementation process, such as limited resources and the lack of commitment among some staff members. Therefore, this research is crucial for providing strategic recommendations to PT Fahmy Global Mandiri to enhance competitiveness and increase the interest of prospective pilgrims effectively.