Abstract

This study aimed to identify the extent of the satisfaction of officials in the Central Hajj Committee with the level of services provided by the authorities concerned with Hajj and Umrah, and to reveal the most important mechanisms used by the Central Hajj Committee to measure the satisfaction of pilgrims and Umrah performers. It relied on the descriptive analytical approach using the questionnaire tool in collecting information. It was applied to an available sample of (112) officials of the Central Hajj Committee in all the parties that participate in the membership of the Central Hajj Committee. The results of the study indicated that the security services had the highest level of satisfaction with the rest of the services provided by the officials of the Central Hajj Committee by 85.3%, and that the departure services were the lowest in the level of satisfaction of the officials of the Central Hajj Committee for the rest of the services provided. It concluded that the electronic means of registration are the most important among the arrival and reception services, which facilitated visitors to the Kingdom in contrast to the traditional systems used previously. While the results of health services indicated the efficiency of hospitals in Makkah Al-Mukarramah in providing distinguished medical services to the pilgrims, it recommended the need to continue improving the level of all services provided to the pilgrims in a manner appropriate to the increase in numbers according to the 2030 vision of the Kingdom.