Abstract

The Hajj pilgrimage, the fifth pillar of Islam, presents a significant challenge in service delivery due to the massive influx of pilgrims and the complexity of managing logistics. This research, aligned with Saudi Arabia's Vision 2030, systematically evaluates the quality of services provided during the Hajj season using contemporary service quality theories and multivariate statistical methodologies. The study aims to identify critical gaps in current service structures, develop an integrated improvement framework, and evaluate the impact of service quality improvements on pilgrim satisfaction and operational efficiency. The research employs the Hajj SERVQUAL model and proposes 12 key service dimensions. A comprehensive research study will determine the precise relationships and secondary objectives of the research. A pilot study, including opinion polls and experimental interventions, will be conducted to validate the proposed framework, providing practical insights for service improvement. Outcomes include a validated service quality model aligned with the Vision 2030 goals of innovation, sustainability, and excellence in religious tourism services.

Keywords

Service Quality, SERVQUAL model, Hajj pilgrimage, pilgrimage satisfaction, Pilgrimage Satisfaction Model.

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Dr. Rahmat Nurcahyo