The Effect of Demographics on Customer Satisfaction amongst Malaysia Hajj Pilgrims: Survey Result

Abstract

Customer satisfaction (CS) is one of the most important criteria for business performance. Customer satisfaction contributes to the customer loyalty, which in turn helps improving performance of the organisation such as sales and profit. In order to survive in the operation and business with intense competition between enterprises, the focus of CS is important to ensure business excellence. This piece of work relates to a study on effect of demographic of Hajj Pilgrims on customer satisfaction. A questionnaire was prepared and given to 500 respondents of Malaysian Hajj Pilgrims which gave a 70.0% response rate or 350 respondents. Overall descriptive result depicts high level of CS, showing that Malaysia Hajj Pilgrims have high satisfaction towards Hajj services, which are being provided by Hajj Pilgrims organiser. Lembaga Tabung Haji (TH), which manages more than 80.0% of Malaysia Hajj Pilgrims every year, has performed the excellent performance towards CS. This study also shows that there are no significant differences in CS amongst demographics such as gender, age, occupation, academic status except category of Hajj Pilgrims.