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The Effectiveness of Service Quality by Jabatan Agama Islam Wilayah Persekutuan (JAWI) Towards Customer Satisfaction

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Islamic perspectives relating to business, arts, culture and communication

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Abstract

The purpose of this research is to identify the relationship between service quality and customer satisfaction. It includes the dimensions of service quality which are tangible, reliability, responsiveness, assurance and empathy. The problem statement for this study is the limited budget to improve the management by sending the employees for seminars to motivate them in their performance and knowledge. This is especially for the receptionists and public relations staff at the organization. Another problem is the lack in providing complete facilities for the employees and the relationship with the suppliers. The objectives of this study are to study the level of customer satisfaction in Jabatan Agama Islam Wilayah Persekutuan (JAWI); to study the relationship between assurance, responsiveness, tangible, empathy and reliability towards customer satisfaction; to study the variable that influences customer satisfaction in Jabatan Agama Islam Wilayah Persekutuan (JAWI); and to study the alternatives to improve customer satisfaction in Jabatan Agama Islam Wilayah Persekutuan (JAWI). The theoretical framework is adapted from Muslim Amin and Zaidi Isa (International Journal of Islamic and Middle Eastern Finance and Management 1(3):191–209) which is appropriate for this study. Non-probability research design is used and the respondents were chosen by using convenience sampling. Questionnaires were distributed to 50 respondents to gain the information and feedback needed. Lastly, the findings obtained are significant, and there is a positive relationship between the service quality and customer satisfaction at Jabatan Agama Islam Wilayah Persekutuan.

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Author information

Authors and Affiliations

  1. Faculty of Business Management, University of Technology MARA (UiTM), Kampus Alor Gajah, Alor Gajah, Melaka, Malaysia

    Mohamad Idham Md Razak

  2. Faculty of Accountancy, University of Technology MARA (UiTM), Kampus Alor Gajah, Alor Gajah, Melaka, Malaysia

    Rani Diana Othman

  3. Faculty of Computer & Mathematical Sciences, University of Technology MARA (UiTM), Kampus Alor Gajah, Alor Gajah, Melaka, Malaysia

    Mohd Hafiz Mohammad Hamzah & Hafifi Supir

  4. Faculty of Business Management, University of Technology MARA (UiTM), Kampus Bandaraya Melaka, Alor Gajah, Melaka, Malaysia

    Noor Junaini Arwin Yaacob & Siti Nurul Aini Mohd Rodzi

Authors
  1. Mohamad Idham Md Razak
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  2. Rani Diana Othman
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  3. Mohd Hafiz Mohammad Hamzah
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  4. Hafifi Supir
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  5. Noor Junaini Arwin Yaacob
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  6. Siti Nurul Aini Mohd Rodzi
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Corresponding author

Correspondence to Mohamad Idham Md Razak .

Editor information

Editors and Affiliations

  1. Universiti Teknologi MARA, Alor Gajah, Melaka, Malaysia

    Roaimah Omar

  2. Universiti Teknologi MARA, Shah Alam, Malaysia

    Hasan Bahrom

  3. Universiti Teknologi MARA, Alor Gajah, Melaka, Malaysia

    Geraldine de Mello

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© 2015 Springer Science+Business Media Singapore

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Razak, M.I.M., Othman, R.D., Hamzah, M.H.M., Supir, H., Yaacob, N.J.A., Rodzi, S.N.A.M. (2015). The Effectiveness of Service Quality by Jabatan Agama Islam Wilayah Persekutuan (JAWI) Towards Customer Satisfaction. In: Omar, R., Bahrom, H., de Mello, G. (eds) Islamic perspectives relating to business, arts, culture and communication. Springer, Singapore. https://doi.org/10.1007/978-981-287-429-0_37

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