Development of a service delivery framework for South African Pilgrims travelling to Saudi Arabia

Abstract

This thesis is concerned with the service delivery received by pilgrims based in South Africa, especially with regards to services and amenities that were paid for and promised in the contract, but which may not have materialized. The focus on Hajj travelling can be viewed as an aspect of religious tourism (so to speak). Currently there is a dearth of research on this particular spiritual journey in South Africa. For this reason, this research aims to elucidate the service delivery components, processes and challenges. The researcher finds it necessary to research this topic because pilgrimage constitutes part of religious tourism and the policies governing the Hajj industry, as well as the operational aspects of the Hajj industry are unclear. Problems such as poor service standards, lack of business ethics and malpractice exist in the Hajj industry. The main challenges in the South African Hajj industry are: a) Lack of mainstream travel and tourism practices in the South African Hajj industry. b) Absence of a service and quality driven industry. c) Difficulty in acquisition of travel documentation for pilgrims. d) Lack of business ethics and malpractice by service providers. e) Limitations on travel through the newly introduced quota system by the Hajj Ministry of the Kingdom of Saudi Arabia (KSA). In 1994 the South African Government formed the South African Hajj and Umrah Council, (SAHUC) and is a nationally based constituted organisation. This organisation is officially recognised by the Kingdom of Saudi Arabia as the official structure responsible and accountable for facilitating the affairs of the South African pilgrims within South Africa and the Kingdom of Saudi Arabia (SAHUC, 2005).

The researcher intends on addressing the above-mentioned challenges through developing a service delivery framework that will help alleviate the problems in the industry between South African Hajj role players. The framework is aimed at identifying current gaps between supply and demand in the Hajj industry as well as providing recommendations for the future.