Servicing Under Heat Stress: Pattern Of Service Quality Of Hajj Pilgrimage Journey
This study explores the dimensions of service quality and the performance of each dimension. Data was collected from the 10-year index of the quality of the Indonesian pilgrim service from 2010-2019 and analyzed using exploratory factor analysis and paired t-tests. The results show that the quality of the pilgrimage services can be divided into two dimensions, namely tangible dimensions and intangible dimensions. Furthermore, the intangible dimension is significantly higher than the tangible dimension. Furthermore, tangible and intangible dimensions are not significantly correlated. This study confirms the theory of constructual values in high contextual contexts. The practical implications and directions for future research are discussed.