Religious Tourists’ Satisfaction with Services and Their Impacts on Spirituality in the Post-COVID-19 Era

Abstract

Islamic pilgrimage has social, political, and economic benefits, but there are major challenges in the management of large numbers of groups at one time. This spiritually healing journey is likely to be influenced by the overall experience and the quality of logistical services provided while performing the rituals. In the postpandemic period, challenges were more apparent in preventing the spread of infection while maintaining acceptable levels of spiritual atmosphere. Pilgrims’ characteristics might mediate or moderate the changes in spirituality based on individuals’ satisfaction with service quality. In the current study, we investigated the potential service quality predictors of spiritual satisfaction among Muslim pilgrims and investigated the potential mediators and/or moderators of such relationships. The results showed that higher spirituality satisfaction scores were independently associated with enhanced satisfaction with medical services, religious guidance, and the overall Hajj experience. These relationships were not mediated by any demographic characteristics. The Hajj experience significantly moderated the relationship between satisfaction with religious guidance and spirituality. It is recommended that the national authorities should ensure the highest levels of spiritual satisfaction via improving medical and guidance services to achieve the spiritual healing of pilgrims.