Indonesia Introduces New Hajj Service Rating System, 2026 Score Deemed 'Satisfactory'

Jakarta. The Central Statistics Agency (BPS) has introduced a new methodology to measure the quality of Hajj services, with the country's first Indonesia Hajj Service Satisfaction Index (IKLHI) scoring 83.28 for the 2026 pilgrimage season, a rating classified as "satisfactory."

The new index was presented to the Hajj and Umrah Ministry on Thursday and replaces the previous Indonesia Hajj Pilgrim Satisfaction Index (IKJHI), which measured only services provided in Saudi Arabia.

BPS Chief Amalia Adininggar Widyasanti said the revised methodology offers a more comprehensive assessment by evaluating both the service process and outcomes, covering assistance provided in Indonesia before departure as well as services delivered during the pilgrimage in Saudi Arabia.

"Previously, we measured only the final outcomes of services overseas. Under the new methodology, we also assess the service process and include services provided in Indonesia, making the index more comprehensive," Amalia said.

Under the new framework, domestic Hajj services scored 83.85, while services provided in Saudi Arabia received a score of 82.71, resulting in an overall IKLHI score of 83.28.

To allow comparisons with previous years, BPS also calculated the 2026 score using the former methodology. Under the old IKJHI index, Indonesian pilgrims' satisfaction reached 91.45, up 2.99 points from 2025.

According to Amalia, the higher score under the previous methodology indicates that improvements made by the Ministry of Hajj and Umrah were recognized by pilgrims, although the new index provides a broader evaluation of the entire service experience.

The survey covered 14,400 Indonesian Hajj pilgrims and was conducted by 70 BPS enumerators. Of the respondents, 1,600 were surveyed to assess services provided in Indonesia, while 12,800 pilgrims from the first and second travel batches evaluated services in Saudi Arabia.

Indonesia, home to the world's largest Muslim population, sends one of the largest Hajj contingents each year under Saudi Arabia's quota system. The government has continued to reform Hajj management in recent years, including the establishment of the Ministry of Hajj and Umrah to oversee pilgrimage services and improve coordination for Indonesian pilgrims throughout their journey.