Enhancing Hajj Pilgrim Satisfaction: A Strategic Analysis of Service Quality Dimensions using the Analytic Hierarchy Process in Alignment with Saudi Vision 2030

Abstract

Saudi Arabia every year receives more than two million Muslims from all over the world to perform the Hajj (the Muslim pilgrimage to Makkah). "It must take place during a specific period of the year in a specific and limited space." (“Asma BAHURMOZ | Faculty Member | Prof of Operations Research | King ...”) To manage and satisfy such crowd, Considering the variety of cultures, languages, and different levels of socio-economic background, is next to impossible. Saudi vision 2030 has taken it as its duty to ensure that pilgrimages will have joyful experience and good memories to take back home. Authorities develop four categories of packages based on quality dimensions to meet different budgets. To manage and provide quality service for the pilgrimagesis incredibly challenging task. In an effort from the authors to dir ect their research towards this goal. A multi criteria decision model MCDM is developed to evaluate the service quality dimensions (SQD) and identify essential criteria that achieve pilgrim’s satisfaction and keep up with hajj vision 2030, The aim is to provide an easy tool though a scientific one for companies providing these packages to adjust their services to match pilgrims ' expectations.