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Over recent years, large events have conferred huge significance on Event Management, or the management of mass meetings. In the religious sector, for centuries, pilgrimages have been a clear example of mass events of a spiritual nature (Al-Harrbi, 1998). Due to the nature of these events, which can mobilize millions of people in just a few days, obtaining and sending information has become an essential process for managing such large crowds that come from different cultural and social backgrounds. Furthermore, such big, crowded events have increased the need for effective communication among and between officials and guests. Hence, it became necessary to rely on new technology to increase awareness amongst pilgrims, umrah performers and visitors during the performance of the Hajj rituals. Moreover, it provides them with a great deal of peace and safety. Recently, the Saudi authorities began to use interactive touchscreen technology to increase awareness during the Hajj rituals. Islam’s Hajj and Umrah pilgrimages comprise two of the oldest forms of religious tourism. According to Akbulut and Ekin (2018) the Arabic word ‘Hajj”’ is translated in English as ‘pilgrimage’, which means journey to a holy place. Haj (as cited in Akbulut and Ekin, 2018:19) is the fifth pillar of Islam and as such it is incumbent upon every adult, sane, free and capable (physically, mentally and financially). The pilgrimage to Mecca is one of the five pillars of Islam and is obligatory for those with sufficient financial means. Many Hajjis describe it as the most significant religious event in their lives. Within the framework of the Kingdom’s vision 2030, they have started to use interactive touchscreen technology.
This helps facilitate the process of Hajj and Umrah and provides comfort to pilgrims, Umrah performers and visitors in addition to providing them with the necessary awareness. This study aims to explore the extent to which pilgrims and umrah performers rely on the use of interactive touchscreen technology and how dependent they are on it to guide them.
Touchscreen Technology
In the past few years, the integration of touchscreen technology as a source of information has been used widely in numerous fields ranging from banking, supermarket, airlines, hotels, and museums (Milne, 2018). Many studies showed that touchscreen technology has demonstrated acceptance among consumers. Other studies focused on examining their effectiveness as a strategy that can enrich customer service and exploring the perspectives and experiences of customers using the technology (Piotrowicz & Cuthbertson, 2014). Moreover, display manufacturers worldwide have acknowledged the upward trend in adoption and have begun to integrate touchscreen functionality into the fundamental design of their products (Brewster, Hoggan, & Johnston, 2008). According to Brewster et al., (2008), touchscreen technology is becoming ever so common with manufacturers and users and is on the rise as a source of information and awareness especially during mass meetings.
Akbulut &Ekin (2009:18) confirmed that Hajj is a form of religious tourism. The Hajj to the Saudi Arabian holy cities of Mecca and Medina is basic to Islam and is a pilgrimage that all Muslims are required to make at least once in their lifetime unless they are excused from doing so by extenuating circumstances. The Hajj is considered the single largest annual gathering of human beings, where the number of pilgrims reaches more than 2 million congregating at one time. The rapidly growing number of pilgrims to Makkah every year to attend Hajj poses continual problems for Saudi Arabian authorities as they seek to ensure the safety and security of the pilgrims. In the last couple of years, the ministry of Hajj and Umrah in Saudi Arabia have started using touchscreen technology during Hajj and Umrah to help provide information and spread awareness to the pilgrims and the Umrah performers. This is also used to help always provide safety especially during the Hajj and Umrah rituals. Though touchscreen technology that helps pilgrims perform Hajj activities efficiently is gaining popularity, not many studies have investigated the pilgrims’ usage of and adaption to this new technology.