Guidelines for Improving the Service Quality of Hajj Business Operators in Bangkok

Abstract

The research study titled “Guidelines for Improving the Service Quality of Hajj Operators in Bangkok” aims to: 1. Examine the management practices of Hajj operators in Bangkok, 2. Investigate the service-related issues faced by these operators, and 3. Propose strategies to improve the service quality of Hajj operators in Bangkok. This qualitative research was conducted through in-depth interviews and focus group discussions with 35 Hajj operators in Bangkok. The findings were analyzed to develop systematic management improvement guidelines.

The results revealed that the management practices of Hajj operators in Bangkok emphasize planning and providing convenience to service recipients. It was also found that organizational size significantly affects the quality of management and service delivery. Larger operators excel in terms of resources, systems, and their ability to meet customer needs, whereas smaller and medium-sized operators face several limitations that require development to address challenges and improve service efficiency.

The study identified key service challenges, including a shortage of qualified personnel, inadequate training, and inefficient management. Effective management requires systematic planning, the adoption of technology, and personnel development. Based on the findings, the study proposed several strategies for improving the service quality of Hajj operators in Bangkok. These include enhancing management capabilities, providing training to staff to improve their expertise, integrating appropriate technologies into service processes, and implementing effective safety management systems. These strategies aim to deliver high-quality services that truly meet the needs of service recipients and beneficial for Hajj operators in Bangkok, enabling them to enhance their service quality and achieve greater customer satisfaction.