Customer satisfaction and service quality of zakat institution in Penang
In Malaysia, zakat agencies were institutionalized since many years ago. Despite that, there are still news about dissatisfaction of Muslim community on zakat institution. The purpose of this study is to examine customer satisfaction and service quality of zakat institution in Penang, known as Zakat...
محفوظ في:
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| التنسيق: | أطروحة |
| اللغة: | eng eng |
| منشور في: |
2021
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| الوصول للمادة أونلاين: | https://etd.uum.edu.my/10024/1/s824921_01.pdf https://etd.uum.edu.my/10024/2/s824921_02.pdf |
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my-uum-etd.100242022-10-31T01:24:43Z Customer satisfaction and service quality of zakat institution in Penang 2021 Abdul Wafi, Mohd Izam Abd. Ghani, Amirul Haqeem Islamic Business School Islamic Business School BP Islam. Bahaism. Theosophy, etc HJ4771.6 Income Tax. Tax Returns. In Malaysia, zakat agencies were institutionalized since many years ago. Despite that, there are still news about dissatisfaction of Muslim community on zakat institution. The purpose of this study is to examine customer satisfaction and service quality of zakat institution in Penang, known as Zakat Pulau Pinang (ZPP) and to determine which dimensions have the most impact on customer satisfaction. The study was conducted based on demographic factors and six dimensions of service quality; compliance, assurance, reliability, tangible, empathy and responsiveness. Respondents for this study were ZPP customers, and a total of 280 questionnaires were distributed, but only 259 were eligible for analysis. Questionnaires were used as an instrument to obtain data. The data obtained were analysed using Statistical Package for Social Science (SPSS) version 22. Two types of analysis were used in this study; descriptive analysis and inferential analysis consisting of normality test, t-test, one-way analysis of variance (ANOVA), Pearson correlation and regression. The results obtained show that the relationship for all demographic factors are not significant. Whereas, the mean score for all dimensions of service quality and customer satisfaction is high. Pearson correlation test results show that all six dimensions of service quality have a positively significant relationship with customer satisfaction. Regression analysis showed that assurance, significance and empathy factors are the most critical factors on customer satisfaction. In conclusion, customers are satisfied with the service of ZPP Office based on the questionnaires collected and the analysis done. 2021 Thesis https://etd.uum.edu.my/10024/ https://etd.uum.edu.my/10024/1/s824921_01.pdf text eng 2024-04-11 staffonly https://etd.uum.edu.my/10024/2/s824921_02.pdf text eng public other masters Universiti Utara Malaysia |
| institution |
Universiti Utara Malaysia |
| collection |
UUM ETD |
| language |
eng eng |
| advisor |
Abd. Ghani, Amirul Haqeem |
| topic |
BP Islam Bahaism Theosophy, etc BP Islam Bahaism Theosophy, etc |
| spellingShingle |
BP Islam Bahaism Theosophy, etc BP Islam Bahaism Theosophy, etc Abdul Wafi, Mohd Izam Customer satisfaction and service quality of zakat institution in Penang |
| description |
In Malaysia, zakat agencies were institutionalized since many years ago. Despite that, there are still news about dissatisfaction of Muslim community on zakat institution. The purpose of this study is to examine customer satisfaction and service quality of zakat institution in Penang, known as Zakat Pulau Pinang (ZPP) and to determine which dimensions have the most impact on customer satisfaction. The study was conducted based on demographic factors and six dimensions of service quality; compliance, assurance, reliability, tangible, empathy and responsiveness. Respondents for this study were ZPP customers, and a total of 280 questionnaires were distributed, but only 259 were eligible for analysis. Questionnaires were used as an instrument to obtain data. The data obtained were analysed using Statistical Package for Social Science (SPSS) version 22. Two types of analysis were used in this study; descriptive analysis and inferential analysis consisting of normality test, t-test, one-way analysis of variance (ANOVA), Pearson correlation and regression. The results obtained show that the relationship for all demographic factors are not significant. Whereas, the mean score for all dimensions of service quality and customer satisfaction is high. Pearson correlation test results show that all six dimensions of service quality have a positively significant relationship with customer satisfaction. Regression analysis showed that assurance, significance and empathy factors are the most critical factors on customer satisfaction. In conclusion, customers are satisfied with the service of ZPP Office based on the questionnaires collected and the analysis done. |
| format |
Thesis |
| qualification_name |
other |
| qualification_level |
Master's degree |
| author |
Abdul Wafi, Mohd Izam |
| author_facet |
Abdul Wafi, Mohd Izam |
| author_sort |
Abdul Wafi, Mohd Izam |
| title |
Customer satisfaction and service quality of zakat institution in Penang |
| title_short |
Customer satisfaction and service quality of zakat institution in Penang |
| title_full |
Customer satisfaction and service quality of zakat institution in Penang |
| title_fullStr |
Customer satisfaction and service quality of zakat institution in Penang |
| title_full_unstemmed |
Customer satisfaction and service quality of zakat institution in Penang |
| title_sort |
customer satisfaction and service quality of zakat institution in penang |
| granting_institution |
Universiti Utara Malaysia |
| granting_department |
Islamic Business School |
| publishDate |
2021 |
| url |
https://etd.uum.edu.my/10024/1/s824921_01.pdf https://etd.uum.edu.my/10024/2/s824921_02.pdf |
| _version_ |
1776103714757541888 |