The role of mobile applications in ensuring the continuity of Hajj and Umrah during the COVID-19 crisis: a case study and evaluation framework

Mobile applications related to Hajj and Umrah have been increasing significantly in recent years as they provide cost-effective alternatives to traditional methods, while offering diverse services to assist pilgrims and ensure their safety. COVID-19 changed the aspects of managing massive events as most large-scale gatherings were cancelled to contain the virus. When the holy mosques reopened, Hajj was managed primarily through major mobile applications. Researchers have been exploring modern technologies, particularly Islamic applications, as they can be easily used on pilgrims’ smart devices. This study aims to point out the major role of mobile applications in managing Hajj and Umrah during the COVID-19 pandemic, providing critical insights into their functionalities, effectiveness and limitations. A comprehensive evaluation framework was developed to enhance pilgrims’ experiences by harnessing technology during crises, whereas previous research focused only on initial insights into Hajj-related apps. Apps were extracted from the Google Play Store and the Apple App Store using the ‘App Store Scraper’ and ‘WebDriver’ and were classified into those specifically developed during COVID-19 and general apps used during Hajj. A cross-adaptation of the Mobile App Rating Scale (MARS) and the Comprehensive App Evaluation Model (CAEM) was used to create a Hajj App Evaluation Conceptual Model and Informatics Framework. An additional crisis-readiness dimension was introduced to assess features such as health verification, contact tracing, virtual guidance, and digital permit issuance. Furthermore, both manual review scoring and automated sentiment-based analysis of large user datasets were applied. The findings offer key recommendations for enhancing mobile applications to ensure the seamless management of future crises impacting Hajj and Umrah, while also giving a solid foundation to manage other mass gatherings during crises. This article contributes to advancing digital transformation in crisis contexts by introducing a hybrid evaluation framework that provides both scholarly value and practical guidance for future Hajj and Umrah application.