Islamic Service Quality dalam Mendukung Keberlanjutan Biro Perjalanan Haji dan Umrah di Jawa Timur

Abstract

Services provided during the Hajj and Umrah pilgrimages are closely tied to pilgrims’ experiences, satisfaction, trust, and the continuity of their relationships with service providers. This study examines the role of Islamic Service Quality in supporting the sustainability of Hajj and Umrah agencies in East Java by synthesizing previous research. A qualitative approach was applied through a literature review of relevant journal articles, books, and official documents. Descriptive-qualitative analysis was conducted through reduction, classification, comparison, interpretation, and synthesis. The study indicates that Islamic Service Quality can be examined using Compliance, Assurance, Reliability, Tangibles, Empathy, and Responsiveness as the six dimensions of the CARTER framework. Previous literature links service quality to pilgrims’ satisfaction, trust, loyalty, repurchase intention, and customer retention. Support for sustainability is understood through the development of satisfaction, trust, loyalty, retention, and long-term relationships, rather than as a direct influence of Islamic Service Quality on sustainability. Research on travel agency services in Surabaya, Probolinggo, and Jember reinforces the relevance of the East Java context. The synthesis results indicate the need to strengthen Islamic-principled services as part of efforts to maintain relationships with pilgrims and support the sustainability of travel agencies.