Hajj Service Management to Increase Pilgrim Satisfaction from Gorontalo

Abstract

The research aims to analyze and describe hajj service management to increase pilgrim satisfaction from Gorontalo. The research method was the mix method, a method that combined two methods, the qualitative and quantitative. Data were collected by questionnaire, interview, observation, and Focus Group Discussion (FGD) techniques. Informants were 14 hajj officials and 30 respondents consisting of 2014-2018 pilgrims. The findings were: First, hajj service management in Gorontalo was started by: 1) doing an open and systematic hajj official recruitment online, 2) performing hajj services, 3) monitoring and evaluating hajj services by studying field cases, and 4) conducting follow-up to improve and optimize the services; second, factors determining successful hajj services were: 1) management/hajj official commitment, 2) budget/human resource supports, 3) leadership commitment, and 4) pilgrim competence, to prevent any dependency showed by the pilgrims to each other, and third, average hajj satisfaction was 86.06%, consisting of: 1) services at Antara Hajj Embarkation, 2) administrative services, 3) health services, and 4) hajj transportation services. Besides, the evidence argued that when the pilgrims were in Mecca, the mo’duola (social solidarity) culture began to be abandoned and disappear due to their selfishness.

Keywords: hajj service management, pilgrim satisfaction

DOI: 10.7176/PPAR/9-6-09

Publication date:June 30^th 2019