Paper Title
Evaluate the Services Provided to Pilgrims According to Vision 2030
Abstract
Purpose
The research explores the striking service quality dimensions on the pilgrims satisfaction with services provided to pilgrims
while on their pilgrimages. Providing an excellent quality of service is crucial in terms of creating and sustaining a
competitive advantage in the tourism industry. The Saudi authorities must strive for constant progress in improving the
quality of services they provide for pilgrimages. This study is significant because it offers insights into pilgrimages and the
appropriate services that best suit the needs of the pilgrims to shape the relationship between service quality and Pilgrims
satisfaction levels in the Hajj pilgrimage. It will also help top management to identify areas for improvement and help advise
them how, when and where to improve resources in order to enhance service quality, thereby offering a higher quality of
pilgrim's service.
Research design
Qualitative and Quantitative methodology was used in the study. Firstly, interviews were conducted with 20 pilgrims, and
the results were analysed using quantitative methods. A further exercise consisted of questionnaires sent to150 participants.
Data from the130 answers we received, together with data from the 20 interviews data analysed using cross-sectional
timing.Smart Partial Least Sequre(PLS)to test hypotheses and provide result.
Originality value
The empirical work could be a useful and practical tool for policymakers, Hajj managers and the various players involved in
the highly competitive hajj arena to reorient their strategies and adopt a more Pilgrim-focused approach.
Research gap
The study seeks to reduce the large gap in the literature where little research has been published to demonstrate the benefits
of evaluating the services provided to pilgrims((Eid,2012;Freeman& Radziwill,2018).
Keywords - Pilgrims Satisfaction, Service Quality, experience, assessment, tool, PilgrimsJourney Map(PJM)