Star Rating Factors for Umrah Services: The Perspectives of Umrah Operators and Consumers
The star rating system is widely used in the hotel industry to classify hotels according to their quality. However, the Umrah industry in Malaysia has yet to adopt the system. Thus, their services are not monitored by a controlled and reliable rating system. The star rating is deemed important to Um...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Technological University Dublin
2020-05-01
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| Series: | International Journal of Religious Tourism and Pilgrimage |
| Subjects: | |
| Online Access: | https://arrow.tudublin.ie/ijrtp/vol8/iss4/4 |
| _version_ | 1811323751003848704 |
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| author | Amran Harun Aini Muslim Dzunnur Dzail Bestoon Othman |
| author_facet | Amran Harun Aini Muslim Dzunnur Dzail Bestoon Othman |
| author_sort | Amran Harun |
| collection | DOAJ |
| description | The star rating system is widely used in the hotel industry to classify hotels according to their quality. However, the Umrah industry in Malaysia has yet to adopt the system. Thus, their services are not monitored by a controlled and reliable rating system. The star rating is deemed important to Umrah consumers as the system would provide the consumers with information about basic facilities or services that can be expected. Hence, the purpose of this study is to explore the key elements of a star rating that would suit the Umrah industry in Malaysia and to accomplish this, perspectives of Umrah operators and Umrah consumers are gauged. One hundred and eighty-one Umrah operators, namely the marketing managers, were involved in this study as respondents. Three hundred eighty-four individuals who had performed Umrah were also engaged as respondents. The information was then analysed using the Statistical Package for the Social Sciences (SPSS) software. The findings of this study confirmed that the top five-star rating factors identified by the Umrah operators and Umrah consumers were the mutawwif’s expertise, the hotel, problem-solving, valence, and airlines. |
| first_indexed | 2024-04-13T14:01:24Z |
| format | Article |
| id | doaj.art-661b796605ed42eb96fdf67b013c35d3 |
| institution | Directory Open Access Journal |
| issn | 2009-7379 |
| language | English |
| last_indexed | 2024-04-13T14:01:24Z |
| publishDate | 2020-05-01 |
| publisher | Technological University Dublin |
| record_format | Article |
| series | International Journal of Religious Tourism and Pilgrimage |
| spelling | doaj.art-661b796605ed42eb96fdf67b013c35d32022-12-22T02:44:02ZengTechnological University DublinInternational Journal of Religious Tourism and Pilgrimage2009-73792020-05-018410.21427/rq15-p355Star Rating Factors for Umrah Services: The Perspectives of Umrah Operators and ConsumersAmran Harun0Aini Muslim1Dzunnur Dzail2Bestoon Othman3Faculty Technology Management and Business Universiti Tun Hussien Onn Malaysia 86400 Parit Raja, Johor, MalaysiaFaculty of Technology Management and Business, Universiti Tun Hussein Onn Malaysia, 86400 Parit Raja Batu Pahat, Johor MalaysiaFaculty of Technology Management and Business, Universiti Tun Hussein Onn Malaysia, 86400 Parit Raja Batu Pahat, Johor MalaysiaDepartment Business administration,Koya Technical Institute Erbil Polytechnic University 44001, Erbil/Kurdistan, Iraq And, Universiti Tun Hussain Onn MalaysiaThe star rating system is widely used in the hotel industry to classify hotels according to their quality. However, the Umrah industry in Malaysia has yet to adopt the system. Thus, their services are not monitored by a controlled and reliable rating system. The star rating is deemed important to Umrah consumers as the system would provide the consumers with information about basic facilities or services that can be expected. Hence, the purpose of this study is to explore the key elements of a star rating that would suit the Umrah industry in Malaysia and to accomplish this, perspectives of Umrah operators and Umrah consumers are gauged. One hundred and eighty-one Umrah operators, namely the marketing managers, were involved in this study as respondents. Three hundred eighty-four individuals who had performed Umrah were also engaged as respondents. The information was then analysed using the Statistical Package for the Social Sciences (SPSS) software. The findings of this study confirmed that the top five-star rating factors identified by the Umrah operators and Umrah consumers were the mutawwif’s expertise, the hotel, problem-solving, valence, and airlines.https://arrow.tudublin.ie/ijrtp/vol8/iss4/4Umrah industrystar ratingUmrah servicesreligious tourismconsumer perspective |
| spellingShingle | Amran Harun Aini Muslim Dzunnur Dzail Bestoon Othman Star Rating Factors for Umrah Services: The Perspectives of Umrah Operators and Consumers International Journal of Religious Tourism and Pilgrimage Umrah industry star rating Umrah services religious tourism consumer perspective |
| title | Star Rating Factors for Umrah Services: The Perspectives of Umrah Operators and Consumers |
| title_full | Star Rating Factors for Umrah Services: The Perspectives of Umrah Operators and Consumers |
| title_fullStr | Star Rating Factors for Umrah Services: The Perspectives of Umrah Operators and Consumers |
| title_full_unstemmed | Star Rating Factors for Umrah Services: The Perspectives of Umrah Operators and Consumers |
| title_short | Star Rating Factors for Umrah Services: The Perspectives of Umrah Operators and Consumers |
| title_sort | star rating factors for umrah services the perspectives of umrah operators and consumers |
| topic | Umrah industry star rating Umrah services religious tourism consumer perspective |
| url | https://arrow.tudublin.ie/ijrtp/vol8/iss4/4 |
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