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The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions


Abd. Wahab, Norazlina and Ibrahim, Ahmad Zubir and Zainol, Zairy and Abu Bakar, Mahyuddin and Minhaj, Norida (2016) The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions. Journal of Muamalat and Islamic Finance Research (JMIFR), 13 (2). pp. 1-21. ISSN 1823-075X

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Abstract

The purpose of this paper is to investigate the impact of service quality on zakat stakeholders’ satisfaction using an enhanced model appropriate for zakat institutions. A new and enhanced model (a combination of SERVQUAL and CARTER) was used to examine the impact of service quality towards satisfaction from the perspective of zakat stakeholders. Data were collected from 799 respondents amongst zakat payers and recipients. The paper utilizes the Structural Equation Modelling (SEM) in examining the impact of service quality towards satisfactions. The result show that Responsiveness & Compliance are the strongest indicators influencing the satisfaction of the payers while Reliability is the strongest indicator influencing the satisfactions of the zakat recipients. The result of this study will be useful for zakat authority responsible for ensuring service delivery by the institutions.

Item Type: Article
Uncontrolled Keywords: service quality, structural equation modelling (SEM), zakat institution
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc
H Social Sciences > HJ Public Finance
Divisions: Islamic Business School
Depositing User: Mrs. Norazlina Abd. Wahab
Date Deposited: 27 Apr 2017 04:34
Last Modified: 27 Apr 2017 04:34
URI: http://repo.uum.edu.my/id/eprint/21876

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