Kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di Lembaga Zakat Alor Setar, Kedah

The issue of quality service and customer satisfaction at zakat institutions in Malaysia is still unsolved, especially involving payers and recipients of zakat. Despite many studies conducted at zakat institutions but still low number of studies that incorporate zakat payers and recipients regarding...

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Main Author:	Norida, Minhat @ Minhaj
Format:	Thesis
Language:	eng eng eng
Published:	2019
Subjects:	BP174 The practice of Islam HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/8543/1/s820402_01.pdf https://etd.uum.edu.my/8543/2/s820402_02.pdf https://etd.uum.edu.my/8543/3/s820402_references.docx
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id	my-uum-etd.8543
record_format	uketd_dc
spelling	my-uum-etd.85432022-05-09T07:23:32Z Kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di Lembaga Zakat Alor Setar, Kedah 2019 Norida, Minhat @ Minhaj Abu Bakar, Mahyuddin Abdul Wahab, Norazlina Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business BP174 The practice of Islam HF5415.33 Consumer Behavior. The issue of quality service and customer satisfaction at zakat institutions in Malaysia is still unsolved, especially involving payers and recipients of zakat. Despite many studies conducted at zakat institutions but still low number of studies that incorporate zakat payers and recipients regarding quality of service and customer satisfaction. Additionally, a study on the quality of service that has added Islamic values (Compliance with Islamic Law) and customer satisfactions were previously focused only on profit-based institutions such as banking institutions. Hence, the need for a measurement model to measure the quality of service and customer satisfaction in non-profit-based Islamic organizations. Therefore, this study is conducted by adapting the SERVQUAL model and the CARTER model to measure the quality of service and customer satisfaction at zakat institutions. A total of 320 questionnaires have been distributed to respondents at Alor Setar Zakat Board which is 160 to zakat payers and 160 to zakat recipients. For analysis purposes only 298 questionnaires (147 zakat payers and 151 zakat recipients) are used. Smart PLS software is used in the analysis process. The five dimensions of service quality used to measure service quality are reliability, tangibles, empathy, responsiveness and compliance. Analysis findings show that significant relationship between service quality and customer satisfaction for payee i.e. dimension of response, compliance, service and reliability. Meanwhile, for recipients there are three dimensions that have significant relationship between service quality and satisfaction The results of this study show that in order to improve the quality of services and satisfaction i.e dimension of compliance, response and service. Based on analytical findings, to improve the quality of service and customer satisfaction, Lembaga Zakat of Alor Setar should pay attention to or improve existing services based on the dimensions to meet the needs and satisfaction of the customers (payers and recipients of zakat). 2019 Thesis https://etd.uum.edu.my/8543/ https://etd.uum.edu.my/8543/1/s820402_01.pdf text eng public https://etd.uum.edu.my/8543/2/s820402_02.pdf text eng public https://etd.uum.edu.my/8543/3/s820402_references.docx text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Abu Bakar, Mahyuddin Abdul Wahab, Norazlina
topic	BP174 The practice of Islam HF5415.33 Consumer Behavior.
spellingShingle	BP174 The practice of Islam HF5415.33 Consumer Behavior. Norida, Minhat @ Minhaj Kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di Lembaga Zakat Alor Setar, Kedah
description	The issue of quality service and customer satisfaction at zakat institutions in Malaysia is still unsolved, especially involving payers and recipients of zakat. Despite many studies conducted at zakat institutions but still low number of studies that incorporate zakat payers and recipients regarding quality of service and customer satisfaction. Additionally, a study on the quality of service that has added Islamic values (Compliance with Islamic Law) and customer satisfactions were previously focused only on profit-based institutions such as banking institutions. Hence, the need for a measurement model to measure the quality of service and customer satisfaction in non-profit-based Islamic organizations. Therefore, this study is conducted by adapting the SERVQUAL model and the CARTER model to measure the quality of service and customer satisfaction at zakat institutions. A total of 320 questionnaires have been distributed to respondents at Alor Setar Zakat Board which is 160 to zakat payers and 160 to zakat recipients. For analysis purposes only 298 questionnaires (147 zakat payers and 151 zakat recipients) are used. Smart PLS software is used in the analysis process. The five dimensions of service quality used to measure service quality are reliability, tangibles, empathy, responsiveness and compliance. Analysis findings show that significant relationship between service quality and customer satisfaction for payee i.e. dimension of response, compliance, service and reliability. Meanwhile, for recipients there are three dimensions that have significant relationship between service quality and satisfaction The results of this study show that in order to improve the quality of services and satisfaction i.e dimension of compliance, response and service. Based on analytical findings, to improve the quality of service and customer satisfaction, Lembaga Zakat of Alor Setar should pay attention to or improve existing services based on the dimensions to meet the needs and satisfaction of the customers (payers and recipients of zakat).
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Norida, Minhat @ Minhaj
author_facet	Norida, Minhat @ Minhaj
author_sort	Norida, Minhat @ Minhaj
title	Kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di Lembaga Zakat Alor Setar, Kedah
title_short	Kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di Lembaga Zakat Alor Setar, Kedah
title_full	Kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di Lembaga Zakat Alor Setar, Kedah
title_fullStr	Kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di Lembaga Zakat Alor Setar, Kedah
title_full_unstemmed	Kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di Lembaga Zakat Alor Setar, Kedah
title_sort	kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di lembaga zakat alor setar, kedah
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2019
url	https://etd.uum.edu.my/8543/1/s820402_01.pdf https://etd.uum.edu.my/8543/2/s820402_02.pdf https://etd.uum.edu.my/8543/3/s820402_references.docx
_version_	1747828409971507200

Kualiti perkhidmatan dan kepuasan pelanggan dalam institusi zakat: kajian di Lembaga Zakat Alor Setar, Kedah

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