E-Prosiding Persidangan Serantau Manasik Haji 2025 (MANASIK2025)

MANASIK2025 Putrajaya, Malaysia, 7-8 Oktober 2025 583 TECHNOLOGY AND INNOVATION IN REDUCING CHALLENGES FOR HAJJ AND UMRAH PILGRIMS Siti Maziah Binti Ab Rahman 1 , Hasnun Anip Bin Bustaman 2 , Ahmad Zawawee Mohd Nor 3 Faculty Business and Management, Universiti Teknologi MARA, Kelantan, Malaysia Email : maziah650@uitm.edu.my ABSTRACT The pilgrimage of Hajj and Umrah involves a complex journey that requires meticulous management to ensure the smoothness and safety of the pilgrims. This study aims to examine the role of technology and innovation in addressing various challenges faced by pilgrims during the performance of these rituals. These challenges include issues related to overcrowding, communication, health, safety, and logistical management. Through an analysis of various modern technological applications such as integrated pilgrim management systems, drone utilization, mobile applications, as well as artificial intelligence and health monitoring systems, this study evaluates the effectiveness of these innovations in enhancing the pilgrims’ experience. The findings indicate that the adoption of technology can reduce risks, accelerate management processes, and provide clearer guidance to pilgrims, thereby contributing to a more efficient and safer pilgrimage. The study also discusses the challenges in implementing technology and offers recommendations for future improvements. In conclusion, technology and innovation are crucial elements that should be comprehensively integrated to support a smoother and more meaningful Hajj and Umrah journey. Keywords: hajj and umrah, technology adoption, innovation in pilgrimage management, pilgrim safety and experience, digital solutions for religious tourism INTRODUCTION The Hajj and Umrah pilgrimages represent some of the largest annual religious gatherings worldwide, with the 2025 Hajj attracting 1,673,230 pilgrims (Al-Nana et al., 2025), including approximately 1.51 million international pilgrims from 171 countries and over 166,000 domestic participants (General Authority for Statistics, Saudi Arabia, 2025). In addition, over 15 million pilgrims performed Umrah in the first quarter of 2025 (Alshaibi, 2024; Kahfi et al., 2025), marking a significant increase and highlighting the growing demand for efficient pilgrimage management (General Authority for Statistics, 2025). These tremendous numbers underscore the scale of the logistical, safety, health, and communication challenges that arise in managing the pilgrimage experience, especially as they involve pilgrims from diverse linguistic, cultural, and health backgrounds. Overcrowding at key ritual sites such as the Grand Mosque, Mina, Arafat, and Jamarat which is poses critical risks, including stampedes and accidents, which historically have led to serious injuries and loss of life (Aljohani, 2015; ALSOLAMI, 2019; Owaidah, 2022). Coordinating transportation and accommodations for millions of pilgrims while ensuring orderly and timely conduct of rituals is a highly complex task. Communication gaps increase confusion, especially with many pilgrims unfamiliar with local customs and environments, which in turn can affect mental and physical preparedness. Health- related emergencies such as heat strokes and chronic condition exacerbations also require immediate and reliable interventions to prevent fatalities in dense crowds (Paganini et al., 2024; Yezli, 2023). The Islamic injunction to perform Hajj and Umrah fully and with devotion is clearly stated in the Quran: “And complete the Hajj and Umrah for Allah...” (Surah Al-Baqarah, 2:196). This verse not only