Analisis Faktor Penentu Kualiti Pengurusan Zakat: Kajian Terhadap Lembaga Zakat Selangor (Lzs) di Sepang
An Analysis of Determinant Factors for Service Quality in Zakat Management: A Study at Lembaga Zakat Selangor (LZS) in Sepang
DOI:
https://doi.org/10.33102/jfatwa.vol11no1.16Keywords:
kualiti perkhidmatan LZS, usahawan muslim, SERVQUALAbstract
Abstract
Service quality is an important element in assessing the ability of institutions to meet its goals. The objective of this paper is to examine the factors that probably affect the quality of service for zakat institution, especially in Sepang using the SERVQUAL model which has five factors; reliability, react, assurance, empathy and tangible. A total of 103 respondents from Muslim entrepreneurs have participated in this study. This study uses several approaches, including exploratory factor analysis (EFA) and logistic regression analysis. Findings indicate that empathy and tangible are significant factors affecting the quality of service LZS in model studied. Several implications have been discussed in this study.
Keywords : LZS’s service quality, Muslim entrepreneurs, SERVQUAL
Abstrak
Kualiti perkhidmatan adalah satu elemen penting dalam menilai keupayaan institusi untuk memenuhi matlamatnya. Objektif kertas ini adalah untuk melihat faktor yang dijangka mempengaruhi kualiti perkhidmatan institusi zakat khususnya di daerah Sepang dengan menggunakan model SERVQUAL yang mempunyai lima faktor iaitu kebolehpercayaan, bertindak balas, jaminan, empati dan kewujudan. Sejumlah 103 responden yang terdiri daripada usahawan muslim telah mengambil bahagian dalam kajian ini. Kajian ini menggunakan beberapa ujian termasuklah analisis tinjauan faktor (EFA) dan analisis regresi logistik. Dapatan kajian menunjukkan faktor empati dan kewujudan adalah signifikan dan mempengaruhi kualiti perkhidmatan LZS dalam model yang dikaji. Beberapa implikasi kajian turut dibincangkan dalam kajian ini.
Kata kunci : kualiti perkhidmatan LZS, usahawan muslim, SERVQUAL
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