Measuring visitor satisfaction with the quality of logistical services during the Arba'een visit An analytical and exploratory study from the perspective of visitors to the holy city of Karbala

Abstract

The current research aims to measure the level of visitor satisfaction with the quality of logistical services provided during the Arbaeen visit in the holy city of Karbala, with the possibility of identifying the obstacles facing the application of logistical management in the millions-strong gatherings. The analysis of the dimensions of service quality included (trust, responsiveness, assurance, empathy and accessibility of the service). The descriptive analytical method was adopted. Data was collected from a group of (281) visitors during the Arbaeen pilgrimage of 2024 using a validated questionnaire that was distributed (electronically - and manually). A set of statistical tools was used to test and examine the quality of the questionnaire. The results revealed, in general, a positive satisfaction with the services provided in its various dimensions. The research concluded by emphasizing the importance of psychological and relational factors (such as security and empathy) in the visitor experience, and also recommended the necessity of developing multiple and diverse indicators to measure the quality of services in the millions-strong visit .