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bibo:abstract "This research is motivated by the exceptionally long hajj waiting period in the Special Region of Yogyakarta, which reaches approximately 33 years, resulting in a significant number of registered pilgrims who pass away or suffer permanent illness before their scheduled departure. This condition has led to an increasing volume of hajj quota transfer cases handled by Kanwil Kemenag DIY, with 377 transfer cases recorded in 2025. This study aims to analyze how the hajj quota number transfer services at the Regional Office of the Ministry of Religious Affairs of the Special Region of Yogyakarta in 2025 performs based on the dimensions of public service quality (SERVQUAL). This research employs a qualitative descriptive approach through a single case study strategy. Data were collected through direct observation, in-depth interviews with the Head of the Hajj and Umrah Affairs Division, the service team, and heirs who received the transfer, as well as documentation of regulations and service documents. Data analysis used the interactive model by Miles, Huberman, and Saldaña (2014), with validity tested through source and technique triangulation. The findings indicate that the hajj quota transfer service at Kanwil Kemenag DIY has generally operated well across all five SERVQUAL dimensions. In terms of reliability, services were carried out based on systematic standard operating procedures with rigorous administrative verification, although timeliness remains constrained by the centralization of quota unblocking authority at the national level. Regarding responsiveness, officers demonstrated good responsiveness in initial reception and adaptive communication, though service speed remains inconsistent across bureaucratic units. In terms of assurance, the legal validity of service outcomes is guaranteed through the SISKOHAT system, which allows independent verification by users with tightly controlled data security. Regarding empathy, the service demonstrated a humanistic approach through adaptive communication and dedicated attention to elderly and vulnerable groups, although its effectiveness remains constrained by the complexity of cross-agency administrative procedures. In terms of tangibles, physical service facilities were considered adequate with comfortable and disability-friendly spaces, though digital technology infrastructure still requires strengthening. This study concludes that service barriers can be categorized into structural barriers arising from the national system design and budgetary policies beyond the control of regional units, and operational barriers addressable through improvements at the institutional level."^^xsd:string;
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