Strengthening the state’s presence in the Holy Land

Indonesia’s Hajj service satisfaction score reached 83.28 percent this year, a result the author describes as evidence that the state is more visibly caring for pilgrims in the Holy Land.

The article argues that organising the Hajj for Indonesia’s enormous quota is far more than a logistical operation. It is a complex humanitarian, diplomatic and spiritual undertaking, conducted amid extreme weather, cross-border bureaucracy and the expectations of millions of families at home.

The satisfaction figure, released by Indonesia’s Central Statistics Agency, placed this year’s services in the “Very Satisfactory” category. The author presents the result as an empirical assessment from tens of thousands of pilgrims who had recently returned to Indonesia and directly evaluated the services they received.

The article links the result to structural reform, firmer management and a broader vision among the relevant ministries, including the Ministry of Hajj and Umrah. Under a new government structure designed to reduce slow bureaucracy, public services shifted from a bureaucratic orientation toward results and pilgrim satisfaction.

A central element was a strict approach to governance across the Hajj system. Service providers and vendors in Saudi Arabia faced firm sanctions when they breached contracts, a policy the author says created a deterrent and encouraged better service. Greater openness to public oversight and regular evaluations also helped rebuild confidence that pilgrims’ funds were being managed with integrity and without rent-seeking practices.