The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions
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 satisfac...
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Universiti Sains Islam Malaysia
2016
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my.uum.repo.218762017-04-27T04:34:21Z http://repo.uum.edu.my/21876/ The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions Abd. Wahab, Norazlina Ibrahim, Ahmad Zubir Zainol, Zairy Abu Bakar, Mahyuddin Minhaj, Norida BP Islam. Bahaism. Theosophy, etc HJ Public Finance 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. Universiti Sains Islam Malaysia 2016-12 Article PeerReviewed application/pdf en http://repo.uum.edu.my/21876/1/JMFIR%2013%202%202016%201%2021.pdf 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 http://jmifr.usim.edu.my/for-readers/jmifr-vol-13-no-2-dec-2016/202-the-impact-of-service-quality-on-zakat-stakeholders-satisfaction-a-study-on-malaysian-zakat-in-institutions |
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BP Islam. Bahaism. Theosophy, etc HJ Public Finance Abd. Wahab, Norazlina Ibrahim, Ahmad Zubir Zainol, Zairy Abu Bakar, Mahyuddin Minhaj, Norida The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions |
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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. |
format |
Article |
author |
Abd. Wahab, Norazlina Ibrahim, Ahmad Zubir Zainol, Zairy Abu Bakar, Mahyuddin Minhaj, Norida |
author_facet |
Abd. Wahab, Norazlina Ibrahim, Ahmad Zubir Zainol, Zairy Abu Bakar, Mahyuddin Minhaj, Norida |
author_sort |
Abd. Wahab, Norazlina |
title |
The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions |
title_short |
The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions |
title_full |
The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions |
title_fullStr |
The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions |
title_full_unstemmed |
The impact of service quality on zakat stakeholders satisfaction: A study on Malaysia zakat in institutions |
title_sort |
impact of service quality on zakat stakeholders satisfaction: a study on malaysia zakat in institutions |
publisher |
Universiti Sains Islam Malaysia |
publishDate |
2016 |
url |
http://repo.uum.edu.my/21876/1/JMFIR%2013%202%202016%201%2021.pdf http://repo.uum.edu.my/21876/ http://jmifr.usim.edu.my/for-readers/jmifr-vol-13-no-2-dec-2016/202-the-impact-of-service-quality-on-zakat-stakeholders-satisfaction-a-study-on-malaysian-zakat-in-institutions |
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