Human-Centered Service-Based Governance Model for Elderly-Friendly Hajj Services at the Banyumas Regency Ministry of Hajj and Umrah Office

Abstract

The rising number of elderly Hajj pilgrims in Indonesia necessitates that Hajj organizers implement service management practices that are more inclusive, adaptive, and pilgrim-centric. This study aims to analyze elderly-friendly Hajj service management, examine the implementation of human-centered service principles, and formulate a human-centered service model for elderly-friendly Hajj services at the Banyumas Regency Hajj and Umrah Office. A qualitative, descriptive research approach was employed, with the study conducted at the Banyumas Regency Hajj and Umrah Office. Informants were selected via purposive sampling: H. Abdul Malik (Head of the Administration Sub-division), Heri Isnaeni, S.H. (Head of the Hajj Service and Hajj/Umrah Economic Ecosystem Development Facilitation Section), and Laila Azizah, S.Ag. (Head of the Hajj and Umrah Guidance and Supervision Section). Data were collected through in-depth interviews, observation, and document review, and subsequently analyzed using the interactive model developed by Miles, Huberman, and Saldaña, comprising data condensation, data display, and conclusion drawing. The findings indicate that elderly-friendly Hajj service management has been implemented through the strengthening of administrative systems, priority services, health screenings, pilgrim guidance, coordination with Hajj and Umrah Guidance Groups (KBIHU), and continuous service monitoring. The human-centered service principle is realized through pilgrim-oriented services, simplified procedures, clear communication, intensive assistance, the provision of elderly-friendly facilities, and service evaluations based on pilgrim experiences and feedback. This study produced a human-centered service model for elderly-friendly Hajj services, comprising seven key components: (1) service planning based on the needs of the elderly, (2) an adaptive administrative system, (3) preventive healthcare services, (4) integrated support, (5) inclusive communication, (6) multi-stakeholder collaboration, and (7) continuous monitoring and evaluation. By placing elderly pilgrims at the center of service delivery, the model enables the implementation of Hajj services that are professional, inclusive, humane, and sustainable. The findings are expected to serve as a reference for developing policies and innovations regarding elderly-friendly Hajj services, both in Banyumas Regency and in other regions.