Abstract

Objectives: This study aimed to identify logistics management and its services, understand the components of logistics management and its indicators, clarify the concept of mental image and customer satisfaction, and determine the impact of logistics management on customer satisfaction. Methods: The study relied on the descriptive analytical approach, using a questionnaire to collect information. It was applied to an available sample of 54 workers in some Saudi companies serving Umrah pilgrims. Results: The results of the study indicated that Umrah companies rely on an integrated transportation fleet that meets the needs of pilgrims with high quality, and that the employees of Umrah companies are distinguished by interacting with the needs of pilgrims and developing the services provided to them. It concluded that some companies lack a pricing policy that suits all pilgrims. While the results indicated that companies are keen to measure the quality of services provided to Umrah pilgrims in an attempt to understand and meet their requirements, one of the basic factors for achieving pilgrim satisfaction is reducing time and raising quality. The results confirmed that Umrah companies provide a set of integrated logistical services that attempt to achieve pilgrim satisfaction and improve the mental image of the Kingdom of Saudi Arabia and its role in facilitating services for visitors to the House of God. Conclusion: Based on the findings of the study, we recommend the following: Umrah companies should reconsider their costs to make them affordable for all pilgrims, take advantage of technological advancements and incorporate them into the management of logistics companies to reduce costs and increase the quality of services provided, work on improving communication with pilgrims to understand their requirements and enhance the company's competitive advantage, and conduct regular surveys to understand the opinions of pilgrims and their satisfaction with the company's logistical services.