ANALISIS TERHADAP PENERAPAN STANDAR KEAMANAN DAN KENYAMANAN PENYELENGGARA PERJALANAN IBADAH UMRAH (PPIU) STUDI PADA PT. TELAGA QOLBU AL-KAUTSAR DI KOTA DURI, RIAU

This study aims to analyze the implementation of security and comfort standards by PT. Telaga Qolbu Al-Kautsar (TQA) as an Umrah Travel Organizer (PPIU) in Duri City, Riau. The main focus of this research is to identify TQA’s legal responsibility in ensuring the safe and comfortable departure and return of pilgrims in accordance with Minister of Religious Affairs Regulation No. 8 of 2018. Additionally, this study evaluates the effectiveness of service quality improvement strategies implemented by TQA to meet the expected service standards for pilgrims. This research employs an empirical method with a socio-legal approach, combining normative analysis of regulations with field investigations. Data collection techniques include in-depth interviews with TQA management, pilgrims, and relevant regulators, direct observations of facilities and departure procedures, and analysis of operational documents and the company's internal policies. The findings indicate that although TQA has made efforts to comply with regulations and provide services according to standards, several key challenges remain. These include limitations in human resources, difficulties in collaborating with external partners such as airlines and accommodation providers, and the need for adaptation to evolving regulatory dynamics. This study recommends strengthening regulatory oversight by the government, developing training programs for TQA staff to enhance service competence, and innovating travel management systems to improve the security and comfort of pilgrims sustainably.