Ab Kadir, Abidah and Mhd Khotib, Nor Aina and Md Yusof, Syarifah (2023) Service Quality, Religiosity and Customer Satisfaction Impacts on Zakat Customers' Trust in Malaysia : A Pilot Study. Jurnal Penyelidikan Sains Sosial, 6 (21). pp. 102-113. ISSN 26370956

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Abstract

It is quite unsettling that the Muslim community has such little faith in the zakat institution . The objective of this pilot study was to develop and establish the psychometric properties of validity and reliability for elements that affect the degree of Muslim community’s trust in zakat institutions. The five SERVQUAL dimensions (tangible, reliable, responsiveness, assurance and empathy), customer satisfaction, and customer trust were factors for this study. The research methodology involved determination of the study sample, formation of research instrument and research procedures that were carried out. There were 30 Muslim communities for the study sample in Malaysia. Convenience sampling was used to choose study participants. Thestudy results showed that reliability coefficient for all variables was high, ranging from 0.78 (assurance dimension) to 0.96 (customer trust)

Item Type:	Article
Uncontrolled Keywords:	SERVQUAL, Religiosity, Customer Satisfaction, Customer Trust, Zakat
Subjects:	B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc
Divisions:	Islamic Business School
Depositing User:	Mr. Izhar Hj. Hashim
Date Deposited:	19 Nov 2025 11:14
Last Modified:	19 Nov 2025 11:14
URI:	https://repo.uum.edu.my/id/eprint/32588

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