System Failures in the Organization of the Hajj and Their Impact on Pilgrims’ Experiences

Abstract

This study aims to analyze the influence of service system failure on pilgrim experience in the management of the Hajj pilgrimage. The research is motivated by various systemic issues in Hajj services, such as data asynchrony, poor coordination, and operational disruptions that potentially affect the quality of the pilgrim experience. This study employs a quantitative approach with an explanatory design. Data were collected through a survey of 150 Hajj pilgrims using a Likert scale-based questionnaire. Data analysis was conducted using simple linear regression to test the relationship between variables. The results indicate that service system failure has a negative and significant influence on pilgrim experience (β = -0.62; p < 0.001), with a coefficient of determination ($R^2$) of $0.384$. These findings suggest that higher levels of failure within the service system lead to lower quality in the experience perceived by pilgrims. Beyond the functional impact, service failure also affects the emotional and spiritual dimensions of the pilgrims, which are distinct characteristics of religious services. This research contributes by integrating the concepts of service system failure and customer experience within the context of Hajj services as a form of sacred service. Practically, the results emphasize the importance of system integration and service coordination in enhancing the quality of the pilgrim experience.