Paper Title :Evaluate the Services Provided to Pilgrims According to Vision 2030

Author :Rola Y Masoud

Article Citation :Rola Y Masoud , (2022 ) " Evaluate the Services Provided to Pilgrims According to Vision 2030 " , International Journal of Management and Applied Science (IJMAS) , pp. 80-92, Volume-8,Issue-8

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)

Type : Research paper

Published : Volume-8,Issue-8

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