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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...

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Main Authors: Harun, Amran, Muslim, Aini Khalida, Dzail, Dzunnur, Othman, Bestoon Abdulmaged
Format: Article
Language:English
Published: Technological University Dublin 2020
Subjects:
T Technology (General)
HS1525-1560 Religious societies
Online Access:http://eprints.uthm.edu.my/6312/1/AJ%202020%20%28272%29.pdf
http://eprints.uthm.edu.my/6312/
https://doi.org/10.21427/rq15-p355
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spelling my.uthm.eprints.63122022-01-30T02:20:27Z http://eprints.uthm.edu.my/6312/ Star rating factors for umrah services: the perspectives of umrah operators and consumers Harun, Amran Muslim, Aini Khalida Dzail, Dzunnur Othman, Bestoon Abdulmaged T Technology (General) HS1525-1560 Religious societies 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 fivestar rating factors identified by the Umrah operators and Umrah consumers were the mutawwif’s expertise, the hotel, problem-solving, valence, and airlines. Technological University Dublin 2020 Article PeerReviewed text en http://eprints.uthm.edu.my/6312/1/AJ%202020%20%28272%29.pdf Harun, Amran and Muslim, Aini Khalida and Dzail, Dzunnur and Othman, Bestoon Abdulmaged (2020) Star rating factors for umrah services: the perspectives of umrah operators and consumers. International Journal of Religious Tourism and Pilgrimage, 8 (4). pp. 26-36. ISSN 2009-7379 https://doi.org/10.21427/rq15-p355
institution Universiti Tun Hussein Onn Malaysia
building UTHM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tun Hussein Onn Malaysia
content_source UTHM Institutional Repository
url_provider http://eprints.uthm.edu.my/
language English
topic T Technology (General)
HS1525-1560 Religious societies
spellingShingle T Technology (General)
HS1525-1560 Religious societies
Harun, Amran
Muslim, Aini Khalida
Dzail, Dzunnur
Othman, Bestoon Abdulmaged
Star rating factors for umrah services: the perspectives of umrah operators and consumers
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 fivestar rating factors identified by the Umrah operators and Umrah consumers were the mutawwif’s expertise, the hotel, problem-solving, valence, and airlines.
format Article
author Harun, Amran
Muslim, Aini Khalida
Dzail, Dzunnur
Othman, Bestoon Abdulmaged
author_facet Harun, Amran
Muslim, Aini Khalida
Dzail, Dzunnur
Othman, Bestoon Abdulmaged
author_sort Harun, Amran
title 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_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_sort star rating factors for umrah services: the perspectives of umrah operators and consumers
publisher Technological University Dublin
publishDate 2020
url http://eprints.uthm.edu.my/6312/1/AJ%202020%20%28272%29.pdf
http://eprints.uthm.edu.my/6312/
https://doi.org/10.21427/rq15-p355
_version_ 1738581476350361600
score 13.211869

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