THE EFFECTIVENESS OF THE HAJJ QUEUING SYSTEM IN REDUCING THE PSYCHOLOGICAL IMPACT OF WAITING TIMES ON PROSPECTIVE HAJJ PILGRIMS

Abstrak

This study aims to analyze the effectiveness of the Hajj queue system in reducing the psychological impacts caused by the long waiting period experienced by prospective Indonesian Hajj pilgrims. The study employed a qualitative method with a descriptive approach to understand pilgrims' experiences, perceptions, and views regarding the queue system implemented by the government. Data were collected through interviews, observations, and documentation, and were analyzed using data reduction, data presentation, and conclusion drawing techniques. The findings reveal that the Hajj waiting period, which can extend for decades, generates various psychological effects, including anxiety, uncertainty, loss of control, and dissatisfaction with services. The main factors contributing to the long waiting list include the limited Hajj quota allocated by the Saudi Arabian government, the high number of applicants, the restricted period for Hajj implementation, and the complexity of administrative and visa procedures. The implementation of a queue system based on queue numbers through the Integrated Hajj Information and Computerization System (SISKOHAT) has improved transparency, fairness, and information certainty for prospective pilgrims, thereby helping to reduce psychological pressure during the waiting period. Nevertheless, further improvements and evaluations are still needed to address disparities in waiting periods among regions and to enhance the quality of Hajj services in Indonesia.