Assessing customer satisfaction and financial performance to establish TH KPI’S for selecting Hajj pilgrim organizers / Abu Shukor Jangga, Abd Latif Ahmad and Mohd Hafiz Bakar

Lembaga Tabung Haji (TH) is highly determined to provide excellent and comprehensive services with premium quality to satisfy the pilgrims need prior, during and after their pilgrimage. This is evidence of TH’s commitment and dedication, not only as an alternative entity in managing Muslims investme...

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Main Authors:	Jangga, Abu Shukor, Ahmad, Abd Latif, Bakar, Mohd Hafiz
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Integer programming
Online Access:	https://ir.uitm.edu.my/id/eprint/89133/1/89133.pdf
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id	my-uitm-ir.89133
record_format	uketd_dc
spelling	my-uitm-ir.891332024-09-29T05:09:45Z Assessing customer satisfaction and financial performance to establish TH KPI’S for selecting Hajj pilgrim organizers / Abu Shukor Jangga, Abd Latif Ahmad and Mohd Hafiz Bakar 2013 Jangga, Abu Shukor Ahmad, Abd Latif Bakar, Mohd Hafiz Integer programming Lembaga Tabung Haji (TH) is highly determined to provide excellent and comprehensive services with premium quality to satisfy the pilgrims need prior, during and after their pilgrimage. This is evidence of TH’s commitment and dedication, not only as an alternative entity in managing Muslims investments that are done in accordance to the Islamic teaching. TH had done whatever it supposed to take in order to meet the customer satisfaction towards their service. As the number of pilgrims increases every year, TH continues to strive to enhance its facilities and services. In order to fulfill the demand for the Hajj, TH has selected several companies to be the providers for the pilgrimage. As the quota given by the Saudi Arabia, Malaysia is given total number of pilgrims for 28,000. From that 8,000 pilgrims out of 28,000 will used the package offer by the hajj provider. Every year TH will outsource the quota to the hajj provider. The provider will provide the services based on the package they are provide. The hajj providers’ package is for those who have the capabilities in terms of money and want to perform hajj without need to wait their waiting list. The range of the package is between RM 25,000.00 to RM 40,000.00. The purposes of this study is designed to explore the level of customer satisfaction towards the service quality provided by hajj organizers and their financial performance as the determination for the Key Performance Indicator (KPI) used by TH. In order to fulfill the objective, under research methodology, the research design must be chose appropriately and what types of data were used. For the data collections; the research target population, its sampling frame and sampling procedures, data collection methods were presented. Then this chapter is concluded by the data analyses techniques and procedures used in the study. This study was conducted by distributed questionnaire to the hajj pilgrims; for primary data. The probability sampling has been used in this study and the technique using simple random sampling method. Results from the findings interpret that customer satisfaction index (CSI) was the most important elements in selecting the hajj organizers. Increased in CSI will increased the customer loyalty and it will lead to increase in profitability. Serious effort should be initiated whereby TH should set up a team and continuous research on the CSI of the hajj pilgrim via hajj organizer package should be conducted. 2013 Thesis https://ir.uitm.edu.my/id/eprint/89133/ https://ir.uitm.edu.my/id/eprint/89133/1/89133.pdf text en public masters Universiti Teknologi MARA, Melaka Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Integer programming
spellingShingle	Integer programming Jangga, Abu Shukor Ahmad, Abd Latif Bakar, Mohd Hafiz Assessing customer satisfaction and financial performance to establish TH KPI’S for selecting Hajj pilgrim organizers / Abu Shukor Jangga, Abd Latif Ahmad and Mohd Hafiz Bakar
description	Lembaga Tabung Haji (TH) is highly determined to provide excellent and comprehensive services with premium quality to satisfy the pilgrims need prior, during and after their pilgrimage. This is evidence of TH’s commitment and dedication, not only as an alternative entity in managing Muslims investments that are done in accordance to the Islamic teaching. TH had done whatever it supposed to take in order to meet the customer satisfaction towards their service. As the number of pilgrims increases every year, TH continues to strive to enhance its facilities and services. In order to fulfill the demand for the Hajj, TH has selected several companies to be the providers for the pilgrimage. As the quota given by the Saudi Arabia, Malaysia is given total number of pilgrims for 28,000. From that 8,000 pilgrims out of 28,000 will used the package offer by the hajj provider. Every year TH will outsource the quota to the hajj provider. The provider will provide the services based on the package they are provide. The hajj providers’ package is for those who have the capabilities in terms of money and want to perform hajj without need to wait their waiting list. The range of the package is between RM 25,000.00 to RM 40,000.00. The purposes of this study is designed to explore the level of customer satisfaction towards the service quality provided by hajj organizers and their financial performance as the determination for the Key Performance Indicator (KPI) used by TH. In order to fulfill the objective, under research methodology, the research design must be chose appropriately and what types of data were used. For the data collections; the research target population, its sampling frame and sampling procedures, data collection methods were presented. Then this chapter is concluded by the data analyses techniques and procedures used in the study. This study was conducted by distributed questionnaire to the hajj pilgrims; for primary data. The probability sampling has been used in this study and the technique using simple random sampling method. Results from the findings interpret that customer satisfaction index (CSI) was the most important elements in selecting the hajj organizers. Increased in CSI will increased the customer loyalty and it will lead to increase in profitability. Serious effort should be initiated whereby TH should set up a team and continuous research on the CSI of the hajj pilgrim via hajj organizer package should be conducted.
format	Thesis
qualification_level	Master's degree
author	Jangga, Abu Shukor Ahmad, Abd Latif Bakar, Mohd Hafiz
author_facet	Jangga, Abu Shukor Ahmad, Abd Latif Bakar, Mohd Hafiz
author_sort	Jangga, Abu Shukor
title	Assessing customer satisfaction and financial performance to establish TH KPI’S for selecting Hajj pilgrim organizers / Abu Shukor Jangga, Abd Latif Ahmad and Mohd Hafiz Bakar
title_short	Assessing customer satisfaction and financial performance to establish TH KPI’S for selecting Hajj pilgrim organizers / Abu Shukor Jangga, Abd Latif Ahmad and Mohd Hafiz Bakar
title_full	Assessing customer satisfaction and financial performance to establish TH KPI’S for selecting Hajj pilgrim organizers / Abu Shukor Jangga, Abd Latif Ahmad and Mohd Hafiz Bakar
title_fullStr	Assessing customer satisfaction and financial performance to establish TH KPI’S for selecting Hajj pilgrim organizers / Abu Shukor Jangga, Abd Latif Ahmad and Mohd Hafiz Bakar
title_full_unstemmed	Assessing customer satisfaction and financial performance to establish TH KPI’S for selecting Hajj pilgrim organizers / Abu Shukor Jangga, Abd Latif Ahmad and Mohd Hafiz Bakar
title_sort	assessing customer satisfaction and financial performance to establish th kpi’s for selecting hajj pilgrim organizers / abu shukor jangga, abd latif ahmad and mohd hafiz bakar
granting_institution	Universiti Teknologi MARA, Melaka
granting_department	Faculty of Business Management
publishDate	2013
url	https://ir.uitm.edu.my/id/eprint/89133/1/89133.pdf
_version_	1811768737766834176

Assessing customer satisfaction and financial performance to establish TH KPI’S for selecting Hajj pilgrim organizers / Abu Shukor Jangga, Abd Latif Ahmad and Mohd Hafiz Bakar

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