Aisyah Rahmawati Primary Author

The study aims to investigate the Umrah service operation of an Umrah travel agent. The research method used is a systematic literature review (SLR) using the PRISMA research protocol. A total of 28 final articles were reviewed and obtained through the Scopus database, Web of Science (WoS), and Google Scholar. The result shows a multidimensional service operation that is found in the Umrah process, and it’s reflected in the three stages of Umrah, namely pre-journey (before Umrah departure until registration), In-journey (departure until arrival in the home country), and post-journey (after arriving from pilgrimage). At each stage of Umrah, the agents provide variative service operations, starting from pre-journey service operations such as physical facilities of the Umrah agent, tour design, legal matters, and application process. Following that, in the In-journey stage, many service-related physical facilities such as transportation and hotels, security, monitoring, and spiritual service. The post-engagement and services provided focus on after-sales service, including receiving complaints and feedback, improving connection engagement, and connecting with the community. This research will benefit Umrah agents by increasing their service operations, leading to customer satisfaction and commitment.