The meaning of innovation in the umrah business process: A qualitative study on umrah travel

Hidayatul Nur’Syamsiyah; Leonard Adrie Manafe; Dodit Cahyo  Nugroho

doi:10.55942/pssj.v5i6.420

Authors

Hidayatul Nur’Syamsiyah Sekolah Tinggi Ilmu Ekonomi Mahardhika
Leonard Adrie Manafe Sekolah Tinggi Ilmu Ekonomi Mahardhika https://orcid.org/0000-0003-3045-6810
Dodit Cahyo Nugroho Sekolah Tinggi Ilmu Ekonomi Mahardhika

DOI:

https://doi.org/10.55942/pssj.v5i6.420

Keywords:

Umrah Business Innovation, Digital Technology, Government Regulation, Human Resources, Congregation Trust

Abstract

This study focuses on examining the integrative factors that determine successful innovations in the business process of Umrah in PT. Umi Muthmainah Berkah Umrah and Hajj Travel are located in Surabaya. The factors examined were technology, regulation, human resource (HR) quality, and pilgrims' trust. The method used was qualitative, with a case study approach and data collection through in-depth interviews, observations, and document analysis. The results showed that while digitized systems bolster operational efficiency and convenience for pilgrims, a far greater hurdle in human resources limits the ability to utilize technology. Travel companies are subject to strict compliance requirements, which necessitate continual adaptation and travel agency innovation. The human resource quality gained through systematic and ongoing training fosters successful innovation, while trust from pilgrims significantly affects business reputation and sustainability. This study affirms the synergistic integration of technology, regulation, human resources, and congregation trust, which constitute the pillars of innovation and umrah business success. The study results suggest directions for management to focus more on the enhancement of technology and human resources, and for the government to formulate pro-innovation policy regulations. This study also encourages the public to be more discerning in selecting a Umrah bureau to receive optimal and more trustworthy services.

Author Biographies

Hidayatul Nur’Syamsiyah, Sekolah Tinggi Ilmu Ekonomi Mahardhika

Hidayatul Nur’Syamsiyah is currently a student in the Management Study Programme at Sekolah Tinggi Ilmu Ekonomi Mahardhika, Surabaya. Her academic interests center on business law, fiscal and monetary policy, and organizational management practices in the Indonesian context. She has contributed to several academic projects and coursework focusing on legal and economic aspects of business management, demonstrating an emerging research interest in the intersection of regulatory frameworks and corporate strategy.

Leonard Adrie Manafe, Sekolah Tinggi Ilmu Ekonomi Mahardhika

Leonard Adrie Manafe, SE, MM is a lecturer in the Management Study Programme at Sekolah Tinggi Ilmu Ekonomi Mahardhika, Surabaya, Indonesia. His teaching and research expertise lie in human resource management, organizational behavior, and quality management systems. He has published empirical studies examining the effects of compensation, job stress, and work environment on employee satisfaction, reflecting his commitment to addressing contemporary challenges in workplace management. He is actively involved in supervising undergraduate research and fostering student engagement with evidence-based managerial practices.

Dodit Cahyo Nugroho, Sekolah Tinggi Ilmu Ekonomi Mahardhika

Dodit Cahyo Nugroho, SE, MM is a faculty member of the Management Study Programme at Sekolah Tinggi Ilmu Ekonomi Mahardhika, Surabaya. His academic focus includes organizational behavior, marketing management, and the implementation of quality systems in corporate settings. He has co-authored peer-reviewed research on employee job satisfaction and workplace conditions, contributing to the discourse on improving organizational performance through human-centered approaches. He is dedicated to integrating research findings into his teaching to enhance student understanding of real-world management dynamics.

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