Service quality and technology for performing Hajj
This case highlights the success of Lembaga Tabung Haji as the sole provider of Hajj (pilgrimage) management services for Muslims residing in Malaysia to perform Hajj in the Holy Land. A very significant contributing factor to the success of Lembaga Tabung Haji was the services provided by various s...
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| Format: | Article |
| Language: | English |
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Universiti Putra Malaysia Press
2014
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| Online Access: | http://psasir.upm.edu.my/id/eprint/35356/ http://psasir.upm.edu.my/id/eprint/35356/1/Service%20quality%20and%20technology%20for%20performing%20Hajj.pdf |
| _version_ | 1848848031923830784 |
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| author | Hussin, Siti Rahayu Abd Rahman, Azmawani Abdul Latiff, Ahmed Razman |
| author_facet | Hussin, Siti Rahayu Abd Rahman, Azmawani Abdul Latiff, Ahmed Razman |
| author_sort | Hussin, Siti Rahayu |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | This case highlights the success of Lembaga Tabung Haji as the sole provider of Hajj (pilgrimage) management services for Muslims residing in Malaysia to perform Hajj in the Holy Land. A very significant contributing factor to the success of Lembaga Tabung Haji was the services provided by various staff under Tabung Haji as well as related parties. This case specifically discuss about the opportunities and challenges for the Guidance Division, a division under the Hajj Department, focusing on two types of Tabung Haji staff: PIHTAS (Hajj facilitators in the Holy Land) and PEKTA (Hajj course facilitators). The case highlighted the need for guidance among the prospective pilgrims both while in Malaysia and in the Holy Land. The knowledge on hukum and the support (such as counselling) given by PEHTAS & PEKTA helped ease the challenges faced by prospective pilgrims who were in unfamiliar places performing unfamiliar rituals. Delivery of service and service quality directly influenced the satisfaction of these pilgrims. In the future, the introduction of technology to assist delivery of the services might further improve service quality, hence increasing customer satisfaction with Lembaga Tabung Haji as a whole. |
| first_indexed | 2025-11-15T09:28:02Z |
| format | Article |
| id | upm-35356 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T09:28:02Z |
| publishDate | 2014 |
| publisher | Universiti Putra Malaysia Press |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-353562016-03-30T04:47:24Z http://psasir.upm.edu.my/id/eprint/35356/ Service quality and technology for performing Hajj Hussin, Siti Rahayu Abd Rahman, Azmawani Abdul Latiff, Ahmed Razman This case highlights the success of Lembaga Tabung Haji as the sole provider of Hajj (pilgrimage) management services for Muslims residing in Malaysia to perform Hajj in the Holy Land. A very significant contributing factor to the success of Lembaga Tabung Haji was the services provided by various staff under Tabung Haji as well as related parties. This case specifically discuss about the opportunities and challenges for the Guidance Division, a division under the Hajj Department, focusing on two types of Tabung Haji staff: PIHTAS (Hajj facilitators in the Holy Land) and PEKTA (Hajj course facilitators). The case highlighted the need for guidance among the prospective pilgrims both while in Malaysia and in the Holy Land. The knowledge on hukum and the support (such as counselling) given by PEHTAS & PEKTA helped ease the challenges faced by prospective pilgrims who were in unfamiliar places performing unfamiliar rituals. Delivery of service and service quality directly influenced the satisfaction of these pilgrims. In the future, the introduction of technology to assist delivery of the services might further improve service quality, hence increasing customer satisfaction with Lembaga Tabung Haji as a whole. Universiti Putra Malaysia Press 2014 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/35356/1/Service%20quality%20and%20technology%20for%20performing%20Hajj.pdf Hussin, Siti Rahayu and Abd Rahman, Azmawani and Abdul Latiff, Ahmed Razman (2014) Service quality and technology for performing Hajj. Asian Journal of Case Research, 7 (3). pp. 33-46. ISSN 1985-4579 http://ajcr.putrabusinessschool.edu.my/?mod=archive&id=36 |
| spellingShingle | Hussin, Siti Rahayu Abd Rahman, Azmawani Abdul Latiff, Ahmed Razman Service quality and technology for performing Hajj |
| title | Service quality and technology for performing Hajj |
| title_full | Service quality and technology for performing Hajj |
| title_fullStr | Service quality and technology for performing Hajj |
| title_full_unstemmed | Service quality and technology for performing Hajj |
| title_short | Service quality and technology for performing Hajj |
| title_sort | service quality and technology for performing hajj |
| url | http://psasir.upm.edu.my/id/eprint/35356/ http://psasir.upm.edu.my/id/eprint/35356/ http://psasir.upm.edu.my/id/eprint/35356/1/Service%20quality%20and%20technology%20for%20performing%20Hajj.pdf |