Developing Service Quality Index for Zakat Institutions

Volume: 6 Number: 7 October 1, 2016
  • Norazlina Abd. Wahab
  • Zairy Zainol
  • Mahyuddin Abu Bakar
  • Ahmad Zubir Ibrahim
  • Norida Minhaj
EN

Developing Service Quality Index for Zakat Institutions

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.

Keywords

Details

Primary Language

English

Subjects

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Journal Section

-

Authors

Norazlina Abd. Wahab This is me

Zairy Zainol This is me

Mahyuddin Abu Bakar This is me

Ahmad Zubir Ibrahim This is me

Norida Minhaj This is me

Publication Date

October 1, 2016

Submission Date

October 1, 2016

Acceptance Date

-

Published in Issue

Year 2016 Volume: 6 Number: 7

APA
Wahab, N. A., Zainol, Z., Bakar, M. A., Ibrahim, A. Z., & Minhaj, N. (2016). Developing Service Quality Index for Zakat Institutions. International Journal of Economics and Financial Issues, 6(7), 249-258. https://izlik.org/JA78AR42ZK
AMA
1.Wahab NA, Zainol Z, Bakar MA, Ibrahim AZ, Minhaj N. Developing Service Quality Index for Zakat Institutions. IJEFI. 2016;6(7):249-258. https://izlik.org/JA78AR42ZK
Chicago
Wahab, Norazlina Abd., Zairy Zainol, Mahyuddin Abu Bakar, Ahmad Zubir Ibrahim, and Norida Minhaj. 2016. “Developing Service Quality Index for Zakat Institutions”. International Journal of Economics and Financial Issues 6 (7): 249-58. https://izlik.org/JA78AR42ZK.
EndNote
Wahab NA, Zainol Z, Bakar MA, Ibrahim AZ, Minhaj N (October 1, 2016) Developing Service Quality Index for Zakat Institutions. International Journal of Economics and Financial Issues 6 7 249–258.
IEEE
[1]N. A. Wahab, Z. Zainol, M. A. Bakar, A. Z. Ibrahim, and N. Minhaj, “Developing Service Quality Index for Zakat Institutions”, IJEFI, vol. 6, no. 7, pp. 249–258, Oct. 2016, [Online]. Available: https://izlik.org/JA78AR42ZK
ISNAD
Wahab, Norazlina Abd. - Zainol, Zairy - Bakar, Mahyuddin Abu - Ibrahim, Ahmad Zubir - Minhaj, Norida. “Developing Service Quality Index for Zakat Institutions”. International Journal of Economics and Financial Issues 6/7 (October 1, 2016): 249-258. https://izlik.org/JA78AR42ZK.
JAMA
1.Wahab NA, Zainol Z, Bakar MA, Ibrahim AZ, Minhaj N. Developing Service Quality Index for Zakat Institutions. IJEFI. 2016;6:249–258.
MLA
Wahab, Norazlina Abd., et al. “Developing Service Quality Index for Zakat Institutions”. International Journal of Economics and Financial Issues, vol. 6, no. 7, Oct. 2016, pp. 249-58, https://izlik.org/JA78AR42ZK.
Vancouver
1.Norazlina Abd. Wahab, Zairy Zainol, Mahyuddin Abu Bakar, Ahmad Zubir Ibrahim, Norida Minhaj. Developing Service Quality Index for Zakat Institutions. IJEFI [Internet]. 2016 Oct. 1;6(7):249-58. Available from: https://izlik.org/JA78AR42ZK