Communication Management via WhatsApp in Hajj and Umrah Travel Agencies: A Qualitative Study in Indonesia
DOI:
https://doi.org/10.63199/progresif.v2i2.61Keywords:
Communication Management, Digital Media, Hajj and Umrah, Islamic Business Ethics, WhatsappAbstract
This study explores the role of WhatsApp as a communication management tool in Hajj and Umrah travel agencies. The background of this research lies in the increasing reliance on digital communication platforms for religious tourism services, where effective communication is essential for ensuring smooth operations and building pilgrims’ trust. The objective of this study is to analyze how WhatsApp supports administrative processes, religious guidance, emergency handling, and marketing, while also identifying challenges faced in its implementation. Using a qualitative approach with interviews, observations, and documentation, the study provides comprehensive insights into communication practices. Results show that WhatsApp significantly enhances efficiency in disseminating information, strengthens relationships between agencies and pilgrims, and contributes to pilgrims’ satisfaction. However, issues such as information overload, the digital divide among elderly pilgrims, and privacy concerns remain challenges that require structured management. The study concludes that WhatsApp is not merely a messaging platform but a strategic communication tool that aligns with Media Richness Theory, Uses and Gratifications Theory, and Islamic business ethics. This research contributes to communication science by contextualizing digital media use in religious tourism and provides practical implications for improving service quality in Hajj and Umrah travel management.
References
Agrawal, S. R., & Mittal, D. (2024). Leisure time posts on WhatsApp status drive travel and tourism consumption. Journal of Hospitality and Tourism Insights, 7(1), 458–478. DOI: https://doi.org/10.1108/JHTI-12-2022-0587
Ahmadi, E. S. A., & Sudahri. (2025). Analysis of Communication Strategies of Hajj and Umrah Travel Agencies in Building Pilgrims’ Trust Through Digital Media: A Case Study of PT. Assunniyah Al-Jauhari. Ilomata International Journal of Social Science, 6(2), 642–668. https://doi.org/10.61194/ijss.v6i2.1710 DOI: https://doi.org/10.61194/ijss.v6i2.1710
Al-Rizki Febriyanti, C., Sabillah Bahri, E., Taufiqurrahman, S., & Hafiz, A. (2024). Media Sosial sebagai Alat Informasi dan Komunikasi dalam Manajemen Haji dan Umroh: Studi Kepustakaan. Rayah Al-Islam, 8(3), 927–939. https://doi.org/10.37274/rais.v8i3.1029 DOI: https://doi.org/10.37274/rais.v8i3.1029
Al Hafidz, T. N., Firmandinesta, A., & Istiqomah, I. (2025). PENDAMPINGAN DALAM PEMBUATAN KONTEN MELALUI MEDIA SOSIAL INSTAGRAM NAFISAH TOUR TRAVEL. Abdimas Altruis: Jurnal Pengabdian Kepada Masyarakat, 8(1), 85–91. DOI: https://doi.org/10.24071/aa.v8i1.11275
Anesta, K. L., & Kenedi, J. (2023). Manajemen Pelayanan Dalam Meningkatkan Minat Calon Jama’Ah Haji Dan Umroh Pada Pt. Tour and Travel Auliya Perkasa Abadi Di Pasaman Barat. Multazam : Jurnal Manajemen Haji Dan Umrah, 3(2), 26. https://doi.org/10.32332/multazam.v3i2.7470 DOI: https://doi.org/10.32332/multazam.v3i2.7470
Arsyadani, A. A., & Maulidia, R. (2024). Etika Bisnis Islam dalam Pelayanan Haji dan Umrah USKINU Ponorogo. AL-MIKRAJ Jurnal Studi Islam Dan Humaniora (E-ISSN 2745-4584), 5(01), 1585–1597. DOI: https://doi.org/10.37680/almikraj.v5i01.6366
Atikah, R. S., Tan, A. L., Trupp, A., Chong, K. L., Arni, A. G., & Arumugam, V. M. (2022). The emergence of a new religious travel segment: Umrah do it yourself travellers (DIY). GeoJournal of Tourism & Geosites, 40(1). DOI: https://doi.org/10.30892/gtg.40104-800
Chanif, M. I., Tijani, A., & Basofitrah, A. (2024). Dynamics of Indonesian Hajj and Umrah Management in Communicating with Local Residents of Saudi Arabia. Golden Ratio of Data in Summary, 4(2), 167–173. DOI: https://doi.org/10.52970/grdis.v4i2.460
Denzin, N. K. (2017). The research act: A theoretical introduction to sociological methods. Routledge. DOI: https://doi.org/10.4324/9781315134543
Handayati, P., Harahap, R. F., & Herdiani, A. (2020). Government roles in mitigating the fraudulence of hajj and umrah travel industry in Indonesia. The 2nd International Research Conference on Economics and Business (IRCEB 2018), January, 79–89. DOI: https://doi.org/10.5220/0008786200790089
Khadijah, U. L. S., Novianti, E., & Anwar, R. (2022). Social Media in Guiding and Marketing Religious Tourism: the Case of Umrah and Hajj Services. Sosiohumaniora, 24(1), 69. https://doi.org/10.24198/sosiohumaniora.v24i1.36579 DOI: https://doi.org/10.24198/sosiohumaniora.v24i1.36579
Markham, A., Buchanan, E., & Committee, the A. E. (2013). Ethical Decision Making in Internet Research: Version 2.0 . 1–19. http://aoir.org/reports/ethics2.pdf%0Apapers3://publication/uuid/E51ADFEF-9F32-4C99-96DE-3FE0F56F37CD
Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative data analysis: A methods sourcebook. (No Title).
Muhammad Nauval Hazieq, Wardatul Hamro, & Abdul Hafiz. (2024). Inovasi Layanan Manajemen Haji dan Umroh : Memanfaatkan Media Sosial untuk Edukasi dan Informasi Jamaah. Bridge : Jurnal Publikasi Sistem Informasi Dan Telekomunikasi, 2(3), 153–158. https://doi.org/10.62951/bridge.v2i3.133 DOI: https://doi.org/10.62951/bridge.v2i3.133
Patton, M. Q. (2002). Qualitative research and evaluation methods 3rd. ed. Sage publications.
Prasetyo, A., & Pratiwi, I. K. (2016). Islamic Business Ethics Implementation in Marketing Communication of Hajj/Umroh Travel Agency “X” Surabaya. Al-Iqtishad: Journal of Islamic Economics, 8(1), 81–100. https://doi.org/10.15408/aiq.v8i1.2510 DOI: https://doi.org/10.15408/aiq.v8i1.2510
Rahmawati, S. A. (2021). Hajj Pilgrims’ Abandonment: The Protection for Consumer (Case of PT Anugrah Karya Wisata Utama and PT Abu Tours & Travel). Journal of Law and Legal Reform, 2(4), 481–492. DOI: https://doi.org/10.15294/jllr.v2i4.48764
Saad, M., Sohaimi, N. S., Ahmat, N. N., Baharudin, N. A. M., & Sharif, M. S. M. (2024). Problems and Challenges in Islamic Religious Tourism: Perspectives of Malaysian Hajj and Umrah Travelersâ€TM and Travel Agencies. International Journal of Research and Innovation in Social Science, 8(11), 1207–1223. DOI: https://doi.org/10.47772/IJRISS.2024.8110096
Sayudin, S., Yusup, A., & Ferdiansah, R. (2023). Management Analysis of Hajj and Umrah Travel Services PT. JGroup Amanah Wisata. American Journal of Economic and Management Business (AJEMB), 2(2), 58–65. DOI: https://doi.org/10.58631/ajemb.v2i2.21
Showail, A. J. (2022). Solving Hajj and Umrah challenges using information and communication technology: A survey. IEEE Access, 10, 75404–75427. DOI: https://doi.org/10.1109/ACCESS.2022.3190853
Siregar, D., Harahap, F. S., Sitepu, K., Adlina, M., Sabila, P. C., Prasetyo, A., Rivai, M., Nababan, S., & Silalahi, D. R. B. (2024). The Influence of Digital Literacy on the Use of Whatsapp Group Applications for Students and Teachers: Pengaruh Literasi Digital Terhadap Penggunaan Aplikasi Grup Whatsapp Bagi Siswa dan Guru Di SMKS Muhammadiyah 9 Medan. CONSEN: Indonesian Journal of Community Services and Engagement, 4(1), 47–51. DOI: https://doi.org/10.57152/consen.v4i1.1041
Sulistyawati, T. B., Z, M. G. A., & Saiban, K. (2024). Liability of the Umroh and Hajj Travel Bureau (Case Study on PT. Musafir International Indonesia). EAS Journal of Humanities and Cultural Studies, 6(03), 111–116. https://doi.org/10.36349/easjhcs.2024.v06i03.008 DOI: https://doi.org/10.36349/easjhcs.2024.v06i03.008
W John, C. (2013). Qualitative Inquiry And Research Design Choosing Among Five Approaches.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Khalwa Rofida Taqqiya, Airlangga Bramayudha
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
