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 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)