Faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: Kajian kes Pejabat Zakat Daerah Baling (PZDB), Kedah

Faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: Kajian kes Pejabat Zakat Daerah Baling (PZDB), Kedah

The purpose of this study was to investigate the relationship between customer satisfaction and service quality management charity in the state. The study was conducted based on demographic and six dimensions of quality of service reliability, assurance, compliance, tangible, empathy and responsiven...

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Main Author: Abidah, Ab Kadir
Format: Thesis
Language:eng
eng
Published: 2015
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/5013/1/s815617.pdf
https://etd.uum.edu.my/5013/2/s815617_abstract.pdf
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id my-uum-etd.5013
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Ahmad Razimi, Mohd Shahril
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Abidah, Ab Kadir
Faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: Kajian kes Pejabat Zakat Daerah Baling (PZDB), Kedah
description The purpose of this study was to investigate the relationship between customer satisfaction and service quality management charity in the state. The study was conducted based on demographic and six dimensions of quality of service reliability, assurance, compliance, tangible, empathy and responsiveness. Respondents for this survey were customers Pejabat Zakat Daerah Baling (PZDB), Kedah and of 280 questionnaires were distributed to the customers. While the design of this study is a survey with the quantitative approach. The questionnaire used as an instrument to obtain data for this study. Data were analyzed using the program Statistical Package for Social Science (SPSS) version 19. The analysis used in this research is descriptive analysis and inferential analysis comprising, t-test, mean test, one-way analysis of variance (ANOVA), Pearson and regression. The study showed that the relationship between women customers and male customers are not significant. The majority of customers Pejabat Zakat Daerah Baling (PZDB) consist of those in the age group 40 to 60 years, which covers 48.1% of the total population. Customers who have married are majority of customers Pejabat Zakat Daerah Baling (PZDB) of 71.1%. Most customers Pejabat Zakat Daerah Baling (PZDB) have secondary school education by 39.5% and the public sectors were the most used services Pejabat Zakat Daerah Baling (PZDB) of 42.1%. Customers of Pejabat Zakat Daerah Baling (PZDB) also consists of those earning less than RM1,000 by 42.1%. The mean score for overall dimensions of service quality and customer satisfaction is high. Pearson correlation test results showed that all six dimensions of service quality have a positive significant relationship with customer satisfaction. Regression analysis showed that adherence factor, empathy and responsiveness is the most critical factor to the customer satisfaction. In sum, customers are satisfied with the quality of services delivered by the Pejabat Zakat Daerah Baling (PZDB)
format Thesis
qualification_name masters
qualification_level Master's degree
author Abidah, Ab Kadir
author_facet Abidah, Ab Kadir
author_sort Abidah, Ab Kadir
title Faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: Kajian kes Pejabat Zakat Daerah Baling (PZDB), Kedah
title_short Faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: Kajian kes Pejabat Zakat Daerah Baling (PZDB), Kedah
title_full Faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: Kajian kes Pejabat Zakat Daerah Baling (PZDB), Kedah
title_fullStr Faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: Kajian kes Pejabat Zakat Daerah Baling (PZDB), Kedah
title_full_unstemmed Faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: Kajian kes Pejabat Zakat Daerah Baling (PZDB), Kedah
title_sort faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: kajian kes pejabat zakat daerah baling (pzdb), kedah
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2015
url https://etd.uum.edu.my/5013/1/s815617.pdf
https://etd.uum.edu.my/5013/2/s815617_abstract.pdf
_version_ 1747827846032654336
spelling my-uum-etd.50132021-03-18T00:21:35Z Faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap kualiti perkhidmatan zakat: Kajian kes Pejabat Zakat Daerah Baling (PZDB), Kedah 2015 Abidah, Ab Kadir Ahmad Razimi, Mohd Shahril Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. The purpose of this study was to investigate the relationship between customer satisfaction and service quality management charity in the state. The study was conducted based on demographic and six dimensions of quality of service reliability, assurance, compliance, tangible, empathy and responsiveness. Respondents for this survey were customers Pejabat Zakat Daerah Baling (PZDB), Kedah and of 280 questionnaires were distributed to the customers. While the design of this study is a survey with the quantitative approach. The questionnaire used as an instrument to obtain data for this study. Data were analyzed using the program Statistical Package for Social Science (SPSS) version 19. The analysis used in this research is descriptive analysis and inferential analysis comprising, t-test, mean test, one-way analysis of variance (ANOVA), Pearson and regression. The study showed that the relationship between women customers and male customers are not significant. The majority of customers Pejabat Zakat Daerah Baling (PZDB) consist of those in the age group 40 to 60 years, which covers 48.1% of the total population. Customers who have married are majority of customers Pejabat Zakat Daerah Baling (PZDB) of 71.1%. Most customers Pejabat Zakat Daerah Baling (PZDB) have secondary school education by 39.5% and the public sectors were the most used services Pejabat Zakat Daerah Baling (PZDB) of 42.1%. Customers of Pejabat Zakat Daerah Baling (PZDB) also consists of those earning less than RM1,000 by 42.1%. The mean score for overall dimensions of service quality and customer satisfaction is high. Pearson correlation test results showed that all six dimensions of service quality have a positive significant relationship with customer satisfaction. Regression analysis showed that adherence factor, empathy and responsiveness is the most critical factor to the customer satisfaction. In sum, customers are satisfied with the quality of services delivered by the Pejabat Zakat Daerah Baling (PZDB) 2015 Thesis https://etd.uum.edu.my/5013/ https://etd.uum.edu.my/5013/1/s815617.pdf text eng public https://etd.uum.edu.my/5013/2/s815617_abstract.pdf text eng public masters masters Universiti Utara Malaysia Abdul Aziz bin Muhammad, Zakat and Rural Development in Malaysia (Kuala Lumpur: Berita Publishing, 1993). Alin Sriyam. (2010). Customer Satisfaction Towards Service Quality of Front Office Staff at the Hotel. 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