قياس مستوى جودة الخدمات المدركة و المتوقعة في الحرمين الشريفين في ظل جائحة كورونا من خلال نموذج (SERVQUAL)‎

الملخص EN

The study aimed to identify the perceived and expected quality of services provided in the Two Holy Mosques in the case of the Covid-19 crisis from the point of view of the beneficiaries of pilgrims, umrah and visitors.

The study followed the descriptive analysis approach by using the questionnaire that was applied to the sample.

The results showed that the sample members agreed with the items strongly after tangibility, such as (equipment, software, parking and the public appearance of the Two Holy Mosques) from the (SERVQUAL) scale, which is represented in the availability of sufficient spaces for social distancing during the rituals of the Two Holy Mosques.

It also showed that they agree to a very large degree on the availability of reliability in the Two Holy Mosques according to the (SERVQUAL) scale, which is represented in (the general presidency for the affairs of the Two Holy Mosques providing services in the correct and timely manner at the beginning during the Corona pandemic) as one of the most important elements of reliability.

The study recommended that it is necessary to maintain the level of quality of air conditioning and health ventilation in the Two Holy Mosques in the service of pilgrims and visitors to the Two Holy Mosques; it also recommended increasing the rates of implementation of hygiene work inside the Two Holy Mosques during the Corona pandemic in order to preserve visitors from the transmission of any possible infection.