The Quality of Crowd Management and Its Impact on the Experience of Event Visitors in Riyadh Season

Abstract

This research aims to measure visitors’ satisfaction and investigate how crowd management plans and service quality affects visitors’ satisfaction in the Riyadh Season mega-event, To understand how visitors’ experiences at the Riyadh Season affect their return intentions, To examine how health and safety practices affect visitors’ experience and satisfaction at the Riyadh Season. Whereas the events that attract many people necessitate the organizers to have a crowd management plan and robust safety procedures to minimize possible risks. Whether sporting events, celebrity events, or major festivals, many people gathered in one place can have fatal consequences if not properly planned and controlled. Crowd management is essential for tourist attraction sites, especially for destinations that attract many visitors. A cross sectional survey approach was used to gather information and achieve the study purpose. Survey questionnaire was distributed to 542 participants through Google survey. Quantitative analysis using SPSS was performed on the data collected. The findings showed that service quality positively impact customer satisfaction. Similarly, quality health and safety measures enhance customer experience and satisfaction. The result also found that satisfaction with Riyadh season events increased their return intentions.