Policy Implementation and the Quality of Hajj Health Services in Pangandaran Regency, Indonesia

The organization of the Hajj is a government responsibility that includes providing guidance, services, and protection to ensure that pilgrims can perform the pilgrimage safely and in accordance with Islamic principles. One of the most important aspects of Hajj administration is the delivery of health services, because the pilgrimage requires adequate physical and mental readiness, particularly among elderly pilgrims and those with health risks. This study examines how policy implementation influences the quality of Hajj services in Pangandaran Regency, Indonesia. Using an exploratory sequential mixed-methods design, the research combines qualitative coding with quantitative testing through SEM-PLS. The quantitative results show that policy content has a positive and significant effect on service quality (β = 0.317; t = 3.839; p = 0.000), whereas policy context has a positive but marginal effect (β = 0.142; t = 1.955; p = 0.050). Measurement model statistics indicate acceptable quality, with all retained outer loadings above 0.60, AVE above 0.50, and composite reliability above 0.80. The strongest higher-order contributors are resources for policy content, power for policy context, and empathy for service quality. Qualitative analysis using NVivo reinforces these results by highlighting communication, regulation, evaluation, health, government, and ecosystem coordination as recurring themes. A project map reading further shows that policy substance and implementation context converge in shaping empathy, responsiveness, and reliability in services for pilgrims. The study concludes that improving Hajj service quality requires not only supportive institutions but, more importantly, clear policy design, strong resource readiness, and human-centered implementation.

Public Administration, Public Policy

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