UUM Repository | Universiti Utara Malaysian Institutional Repository
FAQs | Feedback | Search Tips | Sitemap

Developing service quality index for zakat institutions


Abd. Wahab, Norazlina and Zainol, Zairy and Abu Bakar, Mahyuddin and Ibrahim, Ahmad Zubir and Minhaj, Norida (2016) Developing service quality index for zakat institutions. International Journal of Economics and Financial Issues, 6 (7S). pp. 249-258. ISSN 2146-4138

[img]
Preview
PDF
Available under License ["licenses_description_cc4_by" not defined].

Download (582kB) | Preview

Abstract

The aim of this paper is to examine service quality of zakat institutions in Malaysia using an enhanced model appropriate for zakat institution. We use a new and enhanced model (combination of SERVQUAL and CARTER) to examine the extent of service quality of zakat institutions from the perspective of zakat stakeholders.Data were collected from 799 respondents including both zakat payers and zakat recipients.The paper utilizes the Structural Equation Modelling (SEM) in examining the extent of service quality given by zakat institution and further develops Service Quality Index (SQI) for both Zakat Payers and Zakat Recipients using a Customer Satisfaction Index.The results reveal that Responsiveness & Compliance was found to be the strongest indicator to influence satisfaction of the zakat payers while Reliability was found to be the strongest indicator to influence satisfaction of the zakat recipients.The SQI for zakat payers and zakat recipients of Malaysian zakat institutions are 76.3 and 76.4 respectively.This study is one of the first to examine the service quality of zakat institutions using an extended SERVQUAL and CARTER models with both zakat payers and zakat recipients as respondents.The model is not only relevant and applicable to Malaysia but also to other Muslim countries.

Item Type: Article
Uncontrolled Keywords: Service Quality, Structural Equation Modeling, Zakat Institution, Service Quality Index
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: 19 Apr 2017 04:29
Last Modified: 27 Apr 2017 03:56
URI: http://repo.uum.edu.my/id/eprint/21878

Actions (login required)

View Item View Item