مشكلات الحجاج: البيئية التواصلية والرضا عن الخدمات - دراسة عن حجاج من الباكستان -

Abstract

This study has examined the pilgrims’ problems, their problem related communicative ecology, their satisfaction levels with the services provided and the impact of communication contacts on satisfaction in a probability sample of 439 Pakistani pilgrims. The housing quality, the transport problems, and the train problems emerged as the most important problems alongside a number of other problems. The pilgrims’ communication ecology in problem situations comprises eleven communication sources. Of these, contacts with family/friends and co-pilgrims made top of the list followed by such community organization sources like information counters, tour operators, and the Hajj mission officials. The mediated sources of contacts with the ethnic newspaper (the Urdu language newspaper), and the mainstream Saudi mass media ranked the 3rd & the 4th. The Internet and the digital billboards were each cited in less than 10 percent of the responses. Stepwise multiple regressions revealed that the most important sources of impact on satisfaction were contacts with community organizations, family/friends & co-pilgrims, the ethnic newspaper and the digital screens. Implications of the impact on satisfaction are discussed and a set of recommendation derived for communicating with the pilgrims.