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

1
Rola Younis Masoud
Rola Younis Masoud
2
Wafa Mohammed Ahmed Zaid
Wafa Mohammed Ahmed Zaid
3
Prof. Asma Bahurmoz
Prof. Asma Bahurmoz
1 Faculty of Economics and Administration, King Abdul-Aziz University, Jeddah, Kingdom of Saudi Arabia

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Enhancing Hajj Pilgrim Satisfaction: A Strategic Analysis of Service Quality Dimensions using the Analytic Hierarchy Process (AHP) in Alignment with Saudi Vision  2030 Banner
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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 pilgrimages is incredibly challenging task. In an effort from the authors to direct 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.

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No external funding was declared for this work.

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The authors declare no conflict of interest.

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Rola Younis Masoud. 2026. \u201cEnhancing Hajj Pilgrim Satisfaction: A Strategic Analysis of Service Quality Dimensions using the Analytic Hierarchy Process (AHP) in Alignment with Saudi Vision 2030\u201d. Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 24 (GJMBR Volume 24 Issue A3): .

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Enhancing Saudi Arabia's Service Quality via Analytical Hierarchy Process.
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Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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May 1, 2024

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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 pilgrimages is incredibly challenging task. In an effort from the authors to direct 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.

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

Rola Younis Masoud
Rola Younis Masoud Faculty of Economics and Administration, King Abdul-Aziz University, Jeddah, Kingdom of Saudi Arabia
Wafa Mohammed Ahmed Zaid
Wafa Mohammed Ahmed Zaid
Prof. Asma Bahurmoz
Prof. Asma Bahurmoz

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