The effect of demographics on Quality Management Principles of ISO 9001:2008 amongst Malaysia Hajj Pilgrims

Abstract

The implementation of Quality Management Principles (QMP) is crucial in ensuring business excellence. Many ISO certified organizations have adopted the QMP of ISO 9001:2008 for achieving and sustaining business performance. However, studies related to the implementation of QMP amongst Malaysia Hajj pilgrims are limited. This study examines the effect of demographic of Hajj Pilgrims on QMP of ISO 9001:2008. Four constructs of QMP were developed and a questionnaire was prepared to measure the implementation of the QMP as perceived by the Malaysia Hajj Pilgrims. 500 questionnaires were distributed to the respondents using stratified random sampling procedure. A total of 350 usable questionnaires were collected and analyzed. The overall descriptive result indicated that the QMP are highly adhered to by staff of TH. It shows that the Hajj Pilgrims rated high level of QMP being practiced by the staff. This implies that TH has performed the excellent performance of QMP in the delivery of hajj services. There is no significant effect of demographic on QMP for gender, age, occupation, academic and frequency of performing Hajj except for category of Hajj pilgrims.