PILGRIMAGE MOVEMENT AND PILGRIM SATISFACTION AS A CUSTOMER

Justyna Żywiołek, Joanna Rosak-Szyrocka, Gilberto Santos

Abstract: The article illustrates the trend of non-relegation tourism, which, in a way, forces places of worship to take care of complete insfrastructure and satisfy the needs of pilgrims. Merely "offering" a place of worship is not enough these days. Research carried out in 2020 shows that the pilgrim has also become a customer who is more willing to participate in logistically well-prepared events and offers him opportunities. The article also analyzes possible future research and confirms the hypotheses. A tool in the form of the Kano Model was used for the research, serving to assess satisfaction.

Keywords: Pilgrim - Customer, Pilgrimage Movement, Customer Satisfaction

DOI: 10.24874/IJQR17.01-17

Recieved: 25.09.2021  Accepted: 08.10.2022  UDC: 608.34

Reads: 1328   

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