BPS Conducts Hajj Service Satisfaction Survey Using Sample of 14,400 Pilgrims
The Indonesian Ministry of Hajj and Umrah (Kemenhaj) is collaborating with the Central Statistics Agency (BPS) to conduct the Indonesian Hajj Service Satisfaction Survey (SKLHI) for 1447 Hijriah/2026 CE. This survey will serve as an annual barometer for evaluating hajj services. Deputy Head of the BPS SKLHI Team, Nur Ikhas, stated that the survey aims to provide feedback on the level of satisfaction among pilgrims regarding the organisation of the hajj pilgrimage.
For data collection, BPS uses questionnaires per service stage, interviews by surveyors, and digital methods. Unlike a census, this survey uses a sample of around 14,400 pilgrims. The sampling technique employed is stratified and multi-stage random sampling based on batches and embarkation points.
“We use sampling to ensure representation from every embarkation point,” said Nur Ikhas, during survey activities in Madinah on Monday (4/5/2026).
This year introduces new innovations. In addition to questionnaires, BPS has added three methods: in-depth interviews, which involve detailed discussions with pilgrims to explore satisfaction with hajj services more thoroughly; field observations, where BPS personnel directly inspect rooms, meals, transportation, and airport welcome processes; and digital questionnaires, allowing pilgrims to complete the survey without paper.
“This provides convenience for pilgrims; if they don’t want to use paper, they can use digital,” he explained.
Furthermore, this year BPS is not only measuring service satisfaction but also process indices. He gave an example: last year, questions were only about hotel services in general. “Previously, it was just ‘Have pilgrims received a hotel?’; now it’s added ‘Was the key distribution process smooth? Was the wait long?’ Similarly for meals: ‘Is the food tasty?’ plus ‘How was the distribution process? Was it late?’, and so on,” Ikhas clarified.
The final results, in the form of the Hajj Service Satisfaction Index, will be processed in Saudi Arabia and reported to BPS Central. Afterwards, BPS Central will collaborate with Kemenhaj to release the official figures.
“The results of the hajj satisfaction index will certainly serve as an evaluation barometer. If the value decreases or increases, it will provide material for Kemenhaj to see which services need improvement and which staff roles need evaluation,” he said.
Nur Ikhas also emphasised that success is not measured by a specific number, but by the process. “For example, if it was a certain value before, now has it increased or not? That increase is what is called success,” he stated.
On Monday (4/5/2026) afternoon, BPS survey personnel were observed distributing questionnaires to sample pilgrims from Jakarta (KJT) Embarkation Batch 14 at the Al Ritz Al Madinah Hotel. The survey personnel worked with the Batch Leader of the Hajj Organising Group (PPIH) to visit pilgrims’ rooms, providing direct explanations on how to fill out the survey questionnaires.
In addition to pilgrims from Embarkation KJT 14, on Monday BPS also distributed questionnaires to samples from Banten (JKB) Embarkation Batch 09.
Observations by reporters from the Madinah Hajj Media Centre (MCH) Working Area, through direct interview methods, revealed that several pilgrims expressed satisfaction with the hajj services facilitated by Kemenhaj this year.