EVALUATING THE EFFECTIVENESS OF WAYFINDING SYSTEMS IN URBAN METRO STATIONS DURING HAJJ ALGHAMDI, KHALID

Abstract

Wayfinding challenges in crowded, unfamiliar environments pose significant safety and comfort risks for users, particularly in mass gathering contexts. During the 2019 Hajj pilgrimage, over 211,000 pilgrims became lost at Al-Mashaaer Al-Mugaddassah Metro stations, highlighting critical deficiencies in existing wayfinding systems that serve more than 2 million international visitors annually. This study aims to develop a wayfinding system model that enhances navigation efficiency in crowded contexts and unfamiliar environments by examining the specific case of Muzdalifah metro stations during Hajj. A mixed-methods approach was employed, collecting data through structured questionnaires distributed to Hajj pilgrims with prior metro station experience. From 394 questionnaires distributed, 271 valid responses were obtained (68.27% response rate). Data analysis was conducted using SPSS version 25, employing structural equation modeling to examine relationships between variables and assess model validity through reliability analysis, normality tests, and bootstrapping procedures. The study identified five critical factors significantly influencing wayfinding system efficiency: educational attainment, user expectations, information availability, routing strategies, and signage design. These factors demonstrated substantial impact on pilgrims' perception of congestion, which directly influenced their feelings of safety and comfort during navigation. The analysis revealed that pilgrims' demographic characteristics moderate the relationship between environmental factors and wayfinding effectiveness, with educational level showing the strongest influence on navigation success. The developed wayfinding system model provides a theoretical framework for improving navigation efficiency in crowded, unfamiliar environments. Practically, this research offers evidence-based recommendations for enhancing metro station wayfinding systems, potentially reducing pilgrim disorientation and improving crowd management. The findings contribute to wayfinding theory by establishing the mediating role of crowding perception between environmental factors and user experience in mass gathering contexts. This research supports Saudi Vision 2030's objective of improving Hajj services and has broader applications for transportation hubs and public spaces serving diverse, international populations.