Page |1

Chapter One (Introduction)

 Page |2

Background of the Study

Religious tourism in one of the biggest sectors of tourism in Bangladesh. This tourism is

often considered the oldest form of tourism. Hajj and Umrah are the biggest and shinning

area of religious tourism in this country. Hajj is one of five core foundations of Islam. It

becomes foroz for a Muslim when he has enough money and becomes capable for

performing Hajj. Bangladesh is one of the Muslim majority countries and for the most

Hajj pilgrims it is the fourth one after Indonesia, Pakistan, and India. Umrah is another

big part of religious tourism, people visit holy places in Makka and Madina for two

weeks or few more days during Umrah period. Travel agencies play vital role to manage

Hajj and Umrah activities in Bangladesh. In our country travel agencies act as tour

operators themselves. So, the activities of tour operators and travel agencies are almost

same here in Hajj and Umrah field. There are more than ATAB registered 3000 travel

agents do tour operating activities in Bangladesh and around 1500 agencies are registered

as Hajj and Umrah agent according to HAAB. The tour operator activities are important

for our religious tourism because this agencies or tour operators act as private

organization mostly. Every year more than 95% Hajj pilgrim go for Hajj from these

private organizations and for Umrah pilgrims it is 100% though. So, finding out the

activities of tour operators in Hajj and Umrah section will be much helpful for gaining

the knowledge of religious tourism.

 Page |3

Rationale of the Study

Hajj and Umrah and Bishwa Ijtema these three can be defined as major religious tourism

areas for Muslims in Bangladesh. There are 23,71,675 million pilgrims performed Hajj in

2019 year from all over the world. At this moment more than one lakh pilgrims perform

Hajj from Bangladesh every year. This year 1,27,106 pilgrims went to Saudi Arabia for

doing Hajj from both government and private agencies. So, it is one of the major sectors

of economy for the country and off course it has also many impacts on some other sectors

too. It is also challenging for government to maintain the total Hajj process. The impact

of tour operators as well as the Hajj agencies are huge where almost 1,500 private

agencies and more than lakh pilgrims are related. Hajj sector is a huge more than

expected for anyone. Besides the number of Umrah pilgrims are also increasing day by

day now. People become interested to visit holly places Makka and Madina with three

times lower cost than Hajj. During winter season more people go for Umrah because of

suitable weather. So, this internship is a step to full fill the idea of the activities of tour

operators in two biggest religious tourism area.

 Page |4

Origin of the Study

Internship is an important part of MBA program for the students of Tourism and

Hospitality Management at University of Dhaka. After studying and completing the

relevant courses successfully, I want to build up my career in tourism sector. I preferred

travel agency business specially in religious tourism sector. Doing internship in a travel

agency as well as tour operators is a big opportunity for applying theoretical knowledge

with practical experience. The duration of the internship period was three month which

carries a best learning process to know about a tourism organization properly. This

internship report has been assigned to me by my advisor Dr. Md. Shariful Alam

Khandakar with a view to have an in depth understanding of the topic. I have worked in a

reputed Hajj agency M/S. Dhakar Tari as an intern and I have got vast opportunity to

learn about tour operating in the field of Hajj and Umrah.

 Page |5

Problem Statement

The problem I observed during my internship is facing various types of behavior from the

pilgrims. Specially the Hajj pilgrims during my internship period, in this year total 300

pilgrims went for Hajj from this agency. The expected behavior form 300 people cannot

be same, some of them live in the city doing job in public and private organization, some

of them came from rural area doing business or retired person. They came to office

regularly for different purpose, often they came to me and ask for providing unnecessary

documents to them such as visa copy, bank register certificate even I was busy with

another important task.

Another big problem I faced that I was infected by Dengue, serotype DENV2 during

internship period. I had to admit to hospital and could not attend in the office for two

weeks. It took almost a month to recover my body for moving normally.

My internship was started during rush time of Hajj period when the agency and the

pilgrims were taking final preparations This fact itself is definitely not a problem, but

taking some challenges during rush time of an organization can effect on performance.
 Page |6

Objectives of the Study

The main objective of the report is to gather practical knowledge particularly regarding

any

travel agency and its operations. Theoretical classes of MBA program provide us

knowledge regarding theories and models whereas internship program gives us the

chance to view those systems and their operations based on theories and models in

practice. Apart from this broad objective, the other objectives of this report as follows:

 Narrating experience in working in M/S. Dhakar Tari.

 To learn about tourism business in religious sector.

 Researching and obtaining knowledge about tour operating business.

 To relate the theoretical knowledge with the practical content.

 To enlarge my experience from a real organization in tourism sector.

 To learn about the daily operation that is conducted in tourism related

organization.

 To be familiar with the operation and management systems of the travel agency.

 To gain knowledge about how to face different customer behaviors within a time.

 To enhance communication skill with foreigners through e-hajj system.

 Page |7

Area of the Study

The area of the study is M/S Dhakar Tari in Purana Paltan, Dhaka and the Hajj office in

Ashkona, Dhaka opposite side of the airport. This report is a descriptive study which tries

to focus on the theories and practices of the activities of tour operators in Bangladesh. In

connection with this effort, a case study has been conducted on a Hajj agency.

Limitations of the Study

It is not an easy task to prepare this report on the topic like this in a short period. The
limitations of the study are as follows:

 The duration of this internship was not enough to cover all aspects of tour

operator activities.

 The information acquired for the study was not adequate.

 It is too difficult to cover all functions of the different desk to make

understandable.

 Such a study was carried out by me for the first time.

 I could not attend during decision making time in the organization.

 Page |8

Chapter Two: (Literature Review)

 Page |9

Introduction

Tour operators are responsible for organizing and selling the services specified and

advertised in a tour package. Tour operators offer packages are developed for and

marketed directly to the general public. For Hajj and Umrah they create special tour

packages for interested person. Sometimes, the packages are designed to the

specifications of a travel agent who markets them under the agency’s name through

agency-owned retail agents. An operator typically offers a variety of packages in a single

season, which collectively is termed as a tour program. Packages may cater to individuals

or groups. For Hajj there are no way to offer individual packages, pilgrims must go with

groups for doing Hajj. For Umrah packages can be offered for individual but tour

operators offer lower cost if they go with group. As I mentioned before in Bangladesh

travel agencies act as tour operator so travel agents offer those packages themselves for

Hajj and Umrah and keep communication with the intended persons. In this chapter the

concept, definition and types of tour operators related in religious tourism and the types

of online activities are discussed.

 P a g e | 10

Concepts of Tour Operators

A tour operator is a private retailer that provides tourism related services to the public on

behalf of suppliers such as hotels, airlines and package tours. In addition to dealing with

Hajj and Umrah tourists most tour operators have a separate plan devoted to making

travel arrangements for religious travelers. Tour operation business is an important

constituent of the tourism industry. The tour operator is a partner in the distribution

channel for catering to out bound, inbound & domestic tourists. The business of tour

operation is integrated with other tourism business as it is a linking point between the

tourists and other service providers. The role of tour operators also has become diverse.

They work as agents, promoters & image builders of the destinations. Many tour

operators offer only these religious tours for public and they are known as Hajj agency.

They need to be licensed from MORA for becoming Hajj agency. For Umrah business

agents also need to be licensed from MORA. In Bangladesh some tour operators have

Hajj and Umrah both licenses.

Definition of Tour Operators

A tour operator or travel agent can be defined as any person or organization which

organizes and sells travel to a customer. In Bangladesh Hajj and Umrah agency can be

defined as organization which offer packages for Hajjis and maintains all house,
 P a g e | 11

transportation, airlines contracts for doing Hajj and Umrah. These tour operators also

responsible for looking after the pilgrims in abroad. The tour operator is a vital link

between tourists and the primary service providers. It also acts as a destination promotion

agency.

Types of Organization related Hajj and Umrah

We know Tour operators are basically categories into four types, inbound, outbound,

domestic and ground operators. The travel agencies and tour operators do different

activities but for Hajj and Umrah sector in Bangladesh Hajj and Umrah agencies are tour

operators themselves. These agencies are depended on some other organizations also.

The common types of organization in this area are as follows:

Hajj agencies: Hajj agencies in Bangladesh offer Hajj packages to the pilgrims and

responsible for every other process during Hajj departure and arrival. These agencies

need to organize all services house, transportation in abroad and visa, ticket process for

the hajjis. They also organize Umrah packages with using another agency’s Umrah

license.

Umrah agencies: Umrah agencies need IATA license for starting Umrah services. The

offer short time packages like 7 to 20 days. They can organize the Umrah pilgrims

themselves or transfer them to Hajj agencies as some Hajj agencies do not have Umrah

license.
 P a g e | 12

Ticket agents: These organizations do only ticket business not offering any Hajj and

Umrah packages. They sell tickets to Hajj and Umrah agencies. The can offer individual

or group ticket to them.

Government management Hajj process:

When a person wishes to do Hajj from Bangladesh by default he will go to a private

agency unless. Even government employees try to ignore government management Hajj

process unless government offers him or her cost-free Hajj service. It is hard for

government to find out around 5000 pilgrims for them where more than 1,20,000

pilgrims perform Hajj through private agencies. The group leaders are often

unexperienced recruited for serving the pilgrims.

Private agencies management Hajj process:

At this moment more than 1,500 private Hajj agencies available in Bangladesh but every

year maximum 600 agencies can find Hajjis. It will be hard for a Hajj intended person to

find a trustworthy agency if he or she has no reference or recommendation. Some

agencies offer very much lower cost offer than declared minimum Hajj package by Hajj
 P a g e | 13

Ministry but actually it is known as ‘Fitra’ where pilgrims will be placed in a hotel which

is too far away from Masjid Al Haram.

Process of performing Hajj and Umrah

In this modern age the whole process of performing Hajj and Umrah is done in online.

The Processes for an agency are shown with a SmartArt model:

 P a g e | 14

Pre-registration

Registration

HMIS

IBAN Payment

Accomodation Contract

E-Gate Account

E-Hajj Account

Tickets

Pilgrims Medical Report

MOFA

VISA

Pilgrims Departure

IT Services related Hajj & Umrah

As the Hajj and Umrah process are done by online progress so they are highly depended

on these IT services:
 P a g e | 15

E-Serve E-Gate E-Hajj

E-Serve: This is managed by Business Automation Ltd on behalf of Ministry of

Religious Affairs. This IT sector developed all Pre-registration, registration, HMIS

process for Hajj process. E-Serve system was developed by a BUET team back in 2016.

E-Gate: This service is for South Asian countries. Hajj agencies do contract process with

Moallem and hotel authorities through E-Gate.

 P a g e | 16

E-Hajj: This is the biggest online area for Hajj and Umrah process. The IBAN bank

payment, making official pilgrims list, accommodation, transportation, food deal and

VISA process everything is done thorough E-Hajj system.

P a g e | 17
 P a g e | 18

Chapter Three (Organization Overview)

 P a g e | 19

General Description of the Organization

M/S Dhakar Tari is a reputed Hajj agency for providing great services to Hajj and Umrah

pilgrims. It is run by a team of young and energetic employees fully experienced with

modern day's travel trade and its practices. M/S Dhakar Tari an HAAB and ATAB

accredited Travel and Hajj Agency in Bangladesh. The office of M/S Dhakar Tari is

centrally located in the hub of Purana Paltan area, within close proximity of tour

operators and arilines offices in Dhaka. The office is well appointed with the internal and

external communications, being effectively maintained by telephone, internet, computer

networking. This agency manages all Hajj and Umrah packages and acts as tour operator

itself. M/S Dhakar Tari provides Umrah services in almost every month except Hajj time.

Around 50 pilgrims perform Umrah in every month with M/S Dhakar Tari. This agency

provides closest accommodation near the Haram Sharif so Hajjis can go and return from

prayer within a short period.

History

M/S Dhakar Tari stared the journey in 2008 with getting trade license which is required

to open as travel agency. After a year it was permitted as travel agency. Then in 2013 it

acquired Hajj license finally. M/S Dhakar Tari continuing Hajj and Umrah services

successfully for the last six years. Pilgrims become so satisfied and they advise their

relatives and friends to contact with this agency for performing Hajj and Umrah.
 P a g e | 20

Now in every year the number of pilgrims is increasing and, in this year, there are 300

pilgrims perform Hajj with M/S Dhakar Tari.

The number of pilgrims of M/S Dhakar Tari since 2013:

Year Pilgrims
2013 185
2014 146
2015 184
2016 212
2017 175
2018 221
2019 300

Vision & Mission

The vision of M/S Dhakar Tari to be the market leader in terms of Hajj and Umrah

service. Then air ticketing themselves and ensure maximization of the potential

customers to increase the profit. The Training facilities will be upgraded more in future

with using more larger area. The mission is to focus on the customers’ demand and

ensuring quality through Good Servicing Practice (GSP) and by using extensive

promotional activities to achieve the goal of religious tourism sector and air ticketing

sector. They will be increasing the effectiveness of staff to serve pilgrims, and

performance of infrastructure works with a core focus on offering religious hospitality in

compliance with the international standards.

 P a g e | 21

Goals

 Incorporating latest technology and quality service to improve quality at all times.

 Adding mobile app services for the pilgrims.

 Give adequate emphasis on public relation to build image.

 To add at least one additional service in each year.

 Campaigning in the other cities alongside Dhaka.

 Becoming the IATA agent itself.

Objectives

 Taking care of everything to provide the best experience and satisfaction.

 Packages are designed carefully taking your requirements in mind to provide the

best possible service.

 Improving staff skills on the ground to ensure that high-quality services are

delivered to the pilgrims.

 Providing satisfied hospitality during staying in Makka and Madina.

 Ensuring quality accommodation and transportation service in Saudi Arabia.

Facilities in M/S Dhakar Tari

 P a g e | 22

Information Desk: Intended pilgrims can get enough information form the information

desk. Usually rural area pilgrims cannot get information about Hajj and Umrah before.

They can be helped with getting information about processing required documents like

passport, medical report.

Helping with prerequisites: Customers get help for preparing prerequisites of Hajj and

Umrah from the agency.

Budget Packaging: M/S Dhakar Tari offers two types package for Hajj so pilgrims can

perform Hajj within their capable budget.

Catering Service: The catering service from M/S Dhakar Tari is excellent in abroad.

They have their own covenanted cook for serving food to the pilgrims.

Training Facilities: The arrangement of training for the pilgrims before leaving for Hajj

is noticeable. Pilgrims will get to know about every step of Hajj and Umrah before

departure.
 P a g e | 23

Chapter Four (Methodology)

Population Selection
 P a g e | 24

Study on this large area will be started by applying direct approach of exploratory

research design, where, one major non-disguised method will be used to collect primary

data at initial level. I had opportunities to meet with other agency proprietors and

directors during attending Hajj, HAAB office and besides the office of M/S Dhakar Tari.

The interviews will follow an unstructured questionnaire where opinions of the agency

proprietors and pilgrims will be considered to gain clear insights about key variables

which are associated to form and explain the cognitive, affective and behavioral mental

stages of finding out expectation of Hajj pilgrims in services.

Data Collection
Data have been collected from two sources. These are as under:

 Primary source

 Secondary source

The primary source of data includes the following:

 Face to face conversation with the Proprietor of and director of M/S Dhakar Tari

 Working and handle some selection procedure.

 Data and information, I have collected from my personal experiences.

 Personal experience gained by visiting HAAB and ATAB offices.

The secondary sources of data include as under:

 P a g e | 25

 Text book

 Relevant web site links

 MORA circulars

 Internet

 Website of MORA and Saudi Arabia Hajj office.

 From different articles.

Questionnaire Design

I used open question, dichotomous question, hypothesis test for the tour operators

and agree/disagree, satisfied/dissatisfied option questions for the

pilgrims/customers.

Research Questions

In order to achieve its objectives, there are a number of research questions that this study

will seek to answer from the proprietor of the travel agencies. These include:

Open questions:

 How long has this agency been operational?

 How did you learn the skills you use in this business?

 What were the major problems when you started this agency?

 Where did you get the capital to finance this tour business?

 How many Umrah tours do you offer per in a year besides Hajj?
 P a g e | 26

Dichotomous Questions:

 Do you stay with you pilgrims during Hajj & Umrah in Saudi Arabia?

 Do you feel challenge with other tour operators in Hajj & Umrah area?

 Do you think IBAN is secured payment system for Hajj & Umrah process?

 Do you keep a business records for your agency?

 Is this tour company your main source of income?

Sample Size

Since, there are opportunities to meet with tour operators and pilgrims together. So, the

sample size will be divided by two sections. The sample size for tour operator is 20 and

for the pilgrims is 50.

 P a g e | 27

Chapter Five (Analysis)

Hypotheses:
 P a g e | 28

Considering the aim and objectives of the study following hypotheses have been set. Here
H₀ means null hypothesis and H₁ means alternative hypothesis.

RQ1: Is Hajj Ministry maintaining Hajj and Umrah process properly?

H₀: Hajj Ministry is not maintaining Hajj and Umrah process properly for some reasons.

H₁: Hajj Ministry tries to maintain but it is hard to success in this kind of large area.

RQ2: What is the main reason for the problems mostly during Hajj time?

H₀: The negligence of Hajj agencies is the main reason for the problems mostly during
Hajj time.

H₁: The negligence of pilgrim themselves is the main reason for the problems mostly
during Hajj time.

RQ3: Why pilgrims face troubles during Visa process?

H₀: The agencies cannot finish the hotel and transportation management in Saudi Arabia
for the proper visa process.

H₁: The pilgrims cannot finish their payment progress and getting their passport in the
required time.

RQ4: Who is responsible for schedule problem during Hajj flights?

H₀: Mismanagement of Biman Bangladesh Airlines.

H₁: Mismanagement of private agencies.

RQ5: Why pilgrims cannot get proper documents during departure time?
 P a g e | 29

H₀: Due to proper guidelines of government and agencies.

H₁: Due to proper negligence of pilgrims themselves.

Fieldwork and data collection

I was appointed as the assistant of the director. My job was to handle the application,

creating the PID list and other options in HMIS. In the training program I met with all

300 pilgrims. I had to go to Hajj office sometimes and discussed with other tour operator

employees. I have worked in IT department of M/S Dhakar Tari. I used to handle the

IBAN payment and VISA process. Communicating with E-Gate and E-Hajj customer

services was also a great experience.

HMIS E-Gate

Pilgrims Hajj
Training
Session Office

VISA
E-Hajj Process

Data are collected from the proprietors, director, manager and Hajj pilgrims, then Umrah

pilgrims during my intern period. The pilgrims as well as I met during my intern period

would be identified at initial phase of the study.

 P a g e | 30

Data Analysis:

A mixed method is used to analyze the data. Descriptive statistics analysis will be

conducted using Microsoft Office version 2019 to analyze the data.

Graph 1: Gender

Gender

Female
44% Male
56%

Male Female

Among all Hajj pilgrims in this year, 56% were male and 44% were female.

Graph 2: Age

Age

199

56
41

00 4- 20 21 - 40 41 - 60 61 - 80 or
above

Among all pilgrims, wee see age group between 41-60 is the biggest one.
 P a g e | 31

Result of research questions from the 20 proprietors:

 How long has this agency been operational?

Operational time

8
7

3
2

Less than 5 years More than 5 years More than 10 years More than 20 years

Operational time

 How did you learn the skills you use in this business?

Learning Skill
Learning Skill
7

5
3
2

P r a c ti c a l Doing job in Tr ai n i n g Fr o m p ar t n er P r o fessi o n al

ex p er i en c e t r avel agen c y
 P a g e | 32

 What were the major problems when you started this agency?

Problems
7

0
Financial Political Lack of Lack of support Lower pilgrims
experience

Problems

 Where did you get the capital to finance this tour business?

Finance

Bank Loan

Partner sharing

Loan from relatives

Personal savings

0 1 2 3 4 5 6 7

Finance

 How many Umrah tours do you offer per in a year besides Hajj?
 P a g e | 33

Umrah Package
Umrah Package

7
4

4
P a c k a g e a ft e r P a c k a g e a ft e r P ac k age i n ev er y Tw o p ac k age i n a
two months one month month si n gl e m o n t h

 Do you stay with you pilgrims during Hajj & Umrah in Saudi Arabia?

Staying with PilGrims

40%

60%

Yes No

 Do you feel challenge with other tour operators in Hajj & Umrah area?

Feeling Challenge

30%

70%

Yes No

 Do you think IBAN is secured payment system for Hajj & Umrah process?
 P a g e | 34

IBAN Security
10%

90%

Yes No

 Do you keep a business records for your agency?

Keeping Business Records

15%

85%

Yes No

 Is this tour company your main source of income?

Main Income Source

20%

80%

Yes No

Hypothesis test result (in percentage):

 P a g e | 35

hypothesis test
H₀ H₁

20
40 45
55
70

80
60 55
45
30

R1 R2 R3 R4 R5

Survey questions result for agree or disagree options (in percentage):

90
Playing important role for religious tourism
10

100
The fraud agencies must be punished by Government
0

15
The visa process is smooth
85

5
Hajj Ministry should become more aware about the problems of Pilgrims
95

0 20 40 60 80 100 120

Disagree Agree

Survey questions result for satisfied or dissatisfied options (in percentage):

 P a g e | 36

90
Guidelines during Hajj/Umrah
10

75
Hajj and Umrah management process
25

85
Communication system of this agency
15

90
Catering system of this agency
10

70
Accommodation system in Saudi Arabia
30

80
Transportation system during Hajj/Umrah
20

0 10 20 30 40 50 60 70 80 90 100

Dissatisfied Satisfied

SWOT Analysis

SWOT stands for Strength, Weakness, and Opportunity & Threats. So, this company’s
SWOT analysis is given below:

Strength:
 Best quality service at reasonable price.

 Ensure customer security.

 Use of modern information technology.

 Secure transportation.

 Guarantee services for the making all kind of visa in short time with low cost.

 Experienced group of employees

 P a g e | 37

Weakness:
 Limited area of operation

 They have only two department financial department and marketing department.

 They have lots of clients but some managerial problem they have the tendency to

lose them.

 Comparatively low investment in increasing different operations.

 New in the airline ticketing sector.

Opportunities:
 Develop new service areas in religious tourism sector.

 Involvement of govt. incentives.

 Expansion of new branch in Bangladesh.

 Brand awareness in the market Opportunities.

 Entering in ticket sale business.

 There is cost-efficient& good quality assurance from the other companies.

Threats:
 Entrants of new agencies in market.

 Economic inflation.

 Higher temperature in Makkah during Hajj

 Adding tax by SA govt for Hajj and Umrah

 Pilgrims are aware for higher costing.

 P a g e | 38

Chapter Six (Findings)

 P a g e | 39

Discussion of the Findings

Until around 10 years ago the major problem of Bangladeshi Hajjis was falling trapped

into frauds. After taking all money from intended person, the frauds got away with all

payment. Hajjis from village sites specially faced this problem mostly because of the less

information than the city sites. Now total Hajj and Umrah process is happening in the

digital process. Bunking with Hajjis is not easy anymore. But old problem may be losing

day by day, with current digital process now we see pilgrims are facing new problems

that are smarter and harder to solve sometimes. Agencies need to set all house and

transport services in Makka and Madina around 3/4 months ago before the pilgrim arrival

for Hajj in Saudi Arabia. But many agencies fail to manage the proper house and

transport service within this time. Even if they manage there are some delinquencies

exist. Intended pilgrim will not get Visa if any single delinquency remains in the process.

Another big challenge is about flight ticket. Every agency wants wishful plane schedule

but it is so competitive to get it. Hajj Pilgrims face unexpected flight schedule and many

times their flight is cancelled because of poor ticket sale. Maintaining reputation and

networking level is so important for Hajj agencies neither in future number of customers

will be decreasing. Anyway, Umrah management is not much challenging like Hajj
 P a g e | 40

because the season for Hajj is one where people can go to Umrah in other ten months as

their wish.

Recommendations

M/S Dhakar Tari does not have a separate department for Umrah service. The employees

have to manage Hajj and Umrah both services from the same desk. It is troublesome

when both types of customer come together for services. So, it is recommended to rent or

buy a larger office where they can manage all services from separate departments. They

also must increase number of employees and other staff members as they are going to

start ticketing service future. They should listen carefully their clients in rush time.

Training program should not be done in a single day because managing 300 people in a

day is not easy task. Passport must be bought to do visa process instead of renting from

another agency. In recent years we see many pilgrims had to return from airport for

negligence of their agencies who did not attach proper documents with the passport so,

they must be careful about these occurrences. As a Hajj agency, M/S Dhakar Tari is

acting as a travel agency and tour operator both. So, they should keep in mind their

performance is affecting the religious tourism in the country too.

 P a g e | 41

Conclusion

This report has provided some interesting insight into the activities of religious tour

operator specially in Hajj and Umrah sector. I had the opportunity to work, study,

research and make a report on this company during my internship. To summarize the

whole study, I would like to say that, this organization is giving a wonderful service to

the people in general and at the same time they are also trying to educate our people

about quality religious tour operating procedures which is, according to my concept, a

very worthy step and we should cooperate with them in this matter for our own benefit.

This company is trying to manage the overall travel activities program and they will

definitely progress with the modernization of business environment. Finally, I would like

to say that this internship report on M/S Dhakar Tari has increase my practical

knowledge, skill & experiences in the study of Masters of Business Administration

Internship Program and made my MBA education completer and more successful.
 P a g e | 42

References

Chuck Y. Gee, James C. Makens, Dexter J.L. Choy. (1997, January 9). The Travel

Industry, 3rd edition. Selling Travel, 185-230.

Association of Travel Agents in Bangladesh. (n.d.). Retrieved from

https://www.atab.org.bd/

Daily Star. (2019, August 3). Retrieved from https://www.thedailystar.net/country/hajj-

2019-112606-pilgrims-reach-saudi-arabia-1781257

E-Hajj Service. (2019). Retrieved from https://ehaj.haj.gov.sa/EH/

GASTAT. (2019). Retrieved from https://www.stats.gov.sa/en/news/280

Hajj Agency Association of Bangladesh. (n.d.). Retrieved from http://www.haab.com.bd/

Hajj and Umrah official website. (n.d.). Retrieved from http://www.hajj.gov.bd/

 P a g e | 43

Appendix

Survey questionnaire for the pilgrims:

Agree or Disagree
Do you agree that tour operators playing important role for religious tourism in

Bangladesh?

Do you agree that the fraud agencies must be punished by Government?

Do you agree that the visa process is smooth?

Do you agree that Hajj Ministry should become more aware about the problems

of Pilgrims?

Satisfied or Dissatisfied

Are you satisfied about the total Hajj and Umrah management process?

Are you satisfied about the communication system of this agency?

Are you satisfied with the catering system of this agency?

Are you satisfied with the accommodation system in Saudi Arabia?

Are you satisfied with the transportation system during Hajj/Umrah?

Are you satisfied with the guidelines during Hajj/Umrah?