POLA KOMUNIKASI INTERPERSONAL PEMBIMBING HAJI DAN UMROH DALAM MEMBERIKAN PELAYANAN KEPADA CALON JAMAAH HAJI DAN UMROH DI JAYA MAS TOUR & TRAVEL

Abstract

This study aims to identify and describe the interpersonal communication patterns
employed by Hajj and Umrah guides in providing services to prospective pilgrims at
Jaya Mas Tour & Travel. This research is motivated by the importance of
interpersonal communication in creating effective services, building trust, and
helping prospective pilgrims understand the procedures of Hajj and Umrah properly.
The study employed a qualitative method with a descriptive approach based on the
constructivist paradigm. Data were collected through observation, in-depth
interviews, and documentation involving Hajj and Umrah guides as well as
prospective pilgrims at Jaya Mas Tour & Travel. The data were analyzed through
the processes of data reduction, data presentation, and conclusion drawing. The
findings indicate that the interpersonal communication patterns implemented by the
guides have been effective through the application of openness, empathy,
supportiveness, positiveness, and equality, as proposed by DeVito's interpersonal
communication theory. Communication was carried out both face-to-face and
through digital media, enabling stronger relationships between the guides and
prospective pilgrims. The communication barriers encountered included differences
in
age, educational background, personal characteristics, and religious
understanding among the prospective pilgrims. To overcome these barriers, the
guides used simple language, applied a personal approach, provided continuous
assistance, and utilized communication media to ensure that information was well
understood. The study concludes that effective interpersonal communication plays
a significant role in improving the quality of services provided to prospective Hajj
and Umrah pilgrims at Jaya Mas Tour & Travel while also enhancing pilgrims' trust
and satisfaction with the services provided.