Qolbu Dzakirilah
221105070864

Penelitian ini mengkaji implementasi kebijakan SISKOHAT pada pelayanan calon
jemaah haji di Kantor Kementerian Haji dan Umrah Kota Bogor sebagai upaya
peningkatan kualitas pelayanan publik berbasis sistem informasi yang terintegrasi.
Penelitian ini bertujuan untuk menganalisis implementasi kebijakan SISKOHAT dan
dampaknya terhadap kualitas pelayanan, serta mengidentifikasi faktor pendukung
dan penghambatnya. Penelitian ini menggunakan pendekatan kualitatif deskriptif
dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi,
dengan analisis implementasi kebijakan menggunakan model George C. Edwards III
dan dampak implementasi terhadap pelayanan menggunakan model SERVQUAL.
Hasil penelitian menunjukkan bahwa implementasi kebijakan SISKOHAT berjalan
cukup efektif, dibuktikan dari aspek komunikasi yang berlangsung jelas dan
konsisten, aspek sumber daya yang didukung sarana prasarana memadai serta
kompetensi operator yang baik meskipun jumlah SDM terbatas, aspek disposisi yang
menunjukkan komitmen pelaksana yang tinggi, serta aspek struktur birokrasi yang
telah berjalan cukup jelas meskipun belum didukung SOP yang baku. Implementasi
tersebut memberikan dampak positif terhadap kualitas pelayanan, seperti percepatan
proses, peningkatan akurasi data, kemudahan akses informasi, serta meningkatnya
responsivitas dan kepuasan jemaah. Faktor pendukung meliputi sarana prasarana,
kompetensi SDM, dan sistem terintegrasi, sedangkan faktor penghambat meliputi
keterbatasan SDM, belum adanya SOP baku, serta gangguan teknis pada jaringan
dan sistem.
Kata Kunci: Implementasi Kebijakan, Kualitas Pelayanan, Pelayanan Haji,
SISKOHAT, Sistem Informasi.

This study examines the implementation of the SISKOHAT policy in services for
prospective Hajj pilgrims at the Ministry of Hajj and Umrah Office of Bogor City as
an effort to improve the quality of public services through an integrated information
system. The study aims to analyze the implementation of the SISKOHAT policy and
its impact on service quality, as well as to identify the supporting and inhibiting
factors. This research uses a descriptive qualitative approach with data collection
techniques through interviews, observations, and documentation, while policy
implementation is analyzed using the George C. Edwards III model and the impact
of implementation on service quality is analyzed using the SERVQUAL model. The
results of the study indicate that the implementation of the SISKOHAT policy has
been fairly effective, as evidenced by the communication aspect, which has been
clear and consistent; the resource aspect, supported by adequate infrastructure and
competent operators despite the limited number of human resources; the disposition
aspect, which reflects the strong commitment of the implementers; and the
bureaucratic structure aspect, which has functioned quite clearly although it is not
yet supported by standardized operating procedures (SOPs). The implementation
has had a positive impact on service quality, including faster service processes,
improved data accuracy, easier access to information, and increased responsiveness
and satisfaction among pilgrims. Supporting factors include infrastructure, human
resource competence, and an integrated system, while inhibiting factors include
limited human resources, the absence of standardized SOPs, and technical
disruptions in the network and system.
Keywords: Policy Implementation, Service Quality, Hajj Services, SISKOHAT,
Information System.