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Multidimensional Landscape of Umrah Service Operations: A Comprehensive Literature Review and Prospective Research Agenda
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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.
Aisyah Rahmawati - Personal Name
2051-4883
NONE
electronic file
2023
Apr 2023
Volume: 11, No: 2, pp. 5196-5218
ISSN: 2051-4883 (Print) | ISSN 2051-4891 (Online)
www.KurdishStudies.net
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