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CUSTOMER PERCEPTION TOWARDS SERVICE QUALITY PROVIDED BY
TABUNG HAJI SEREMBAN
INSTITUT PENGURUSAN PENYELIDIKAN
UNIVERISTI TEKNOLOGI MARA
40450 SHAH ALAM, SELANGOR
MALAYSIA
BY:
ZUHAIRAH HASAN
RIDHAWATI HJ. ZAKARIA
OCTOBER 2009
COPYRIGHT © UiTM
CUSTOMER PERCEPTION TOWARDS SERVICE QUALITY PROVIDED BY
TABUNG HAJI SEREMBAN
BY:
ZUHAIRAH HASAN
RIDHAWATI HJ. ZAKARIA
OCTOBER 2009
COPYRIGHT © UiTM
ii
Tarikh : 1 Oktober 2009
No. Fail Projek :
Penolong Naib Canselor (Penyelidikan)
Institut Pengurusan Penyelidikan
Universiti Teknologi MARA
40450 Shah Alam
Ybhg. Prof.,
LAPORAN AKHIR PENYELIDIKAN “CUSTOMER PERCEPTION TOWARDS SERVICE
QUALITY PROVIDED BY TABUNG HAJI SEREMBAN”
Merujuk kepada perkara di atas, bersama-sama ini disertakan 3 (tiga) naskah Laporan Akhir
Penyelidikan bertajuk “CUSTOMER PERCEPTION TOWARDS SERVICE QUALITY
PROVIDED BY TABUNG HAJI SEREMBAN” oleh kumpulan Penyelidik dari Fakulti
Pengurusan Perniagaan.
Sekian, terima kasih.
Yang benar,
ZUHAIRAH HASAN
Ketua
Projek Penyelidikan
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PROJECT TEAM MEMBERS
ZUHAIRAH HASAN
Project Leader
……………………………………………………………………………………………
SIGNATURE
RIDHAWATI HJ. ZAKARIA
Project Member
……………………………………………………………………………………………
SIGNATURE
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ACKNOWLEDGEMENT
Bismillahirrahmanirrahim,
Firstly, this research paper could not have been possible without the grace of Allah
S.W.T. thank you for giving us the joys of love and the pain of sorrows, the will to fight and the
strength, patience and guidance to endure. The successful completion of this paper was also
due to the kind and dedicated support, guidance and contribution given by many individuals.
Alhamdulillah, we manage to complete our task with the meaningful experience to us.
In addition, special thanks to Tuan Haji Nasir B. Mohd Yusoff as a manager of Tabung
Haji for his cooperation in giving me specific guideline regarding this research project. Our most
heartfelt gratitude goes to our beloved parents. Their tireless support, both morally or financially
their kind understanding, courage, love and personal attention towards the completion of this
project will not be forgotten. May Allah bless them with good life and happiness in this world and
hereafter.
Last but not least, heartiest thank you to our friends that support and help us during the
completion of this assignment. Their sincere and kind help has really enhanced our spirit,
determination and enthusiasm to go on with this assignment until the end. Thank you very much,
everybody, for such beautiful memories and words of encouragement.
Thank you, wassalam.
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TABLE OF CONTENT
Letter of Submission of Research Report ii
Registered Members iii
Acknowledgement iv
Table of Content v
List of Tables ix
List of Figures x
List of Abbreviations xi
Abstract xii
CHAPTER 1: INTRODUCTION
1.1 Service Quality 1
1.2 Background of Study 2
1.2.1 Overview of Lembaga Tabung Haji 2
1.2.2 Service In Tabung Haji 5
1.2.3 Overview of Lembaga Tabung Haji Seremban 6
1.3 Problem Statements 8
1.4 Research Questions 11
1.5 Research Objectives 12
1.6 Hypotheses 12
1.6.1 The relationship between reliability and customer perception 12
1.6.2 The relationship between responsiveness and customer perception 13
1.6.3 The relationship between assurance and customer perception 13
1.6.4 The relationship between empathy and customer perception 13
1.6.5 The relationship between tangible and customer perception 13
1.7 Conceptual Framework 14
1.7.1 Dependent Variable 14
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1.7.2 Independent Variables 16
1.7.3 The Model of Theoretical Framework 17
1.8 Significant of the research 18
1.9 Scope of Study 19
1.10 Definition of Terms 20
1.11 Limitations of Study 21
CHAPTER 2: LITERATURE REVIEW
2.1 Perception 22
2.2 Customer Perception 23
2.3 Customer Perception towards Service Quality 26
2.3.1 Contributing factors influencing perceptions of service quality 28
2.4 Service 29
2.4.1 Service Characteristics 31
2.4.1.1 Perishability 31
2.4.1.2 Inseparability 31
2.4.1.3 Intangibility 31
2.4.1.4 Variability/ heterogeneity 32
2.5 Service Quality 33
2.5.1 The importance of quality 38
2.5.1.1 Quality increases productivity 38
2.5.1.2 Quality is all pervasive 39
2.5.1.3 Quality leads to better performance in the market place 39
2.5.1.4 Quality means improved business performance 40
2.5.1.5 The customer is king 40
2.6 Quality 40
2.7 SERVQUAL 41
2.7.1 Reliability 45
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2.7.2 Responsiveness 46
2.7.3 Assurance 47
2.7.4 Empathy 48
2.7.5 Tangible 49
2.8 GAP Model 50
CHAPTER 3: RESEARCH METHODOLOGY
3.1 Organizations and Subject 53
3.2 Research Design 53
3.3 Population 54
3.4 Sampling Procedure 54
3.4.1 Sampling Size 55
3.4.2 Sampling Technique 55
3.5 Data Collection Method 56
3.5.1 Primary Data 56
3.5.1.1 Questionnaire 56
3.5.2 Secondary Data 57
3.5.2.1 Internal Data 58
3.5.2.2 External Data 58
3.6 Statistical Method 58
3.7 Data Analysis and Interpretation 59
CHAPTER 4: RESULTS OF THE STUDY
4.1 Reliability Analysis 64
4.2 Descriptive of the Respondents 65
4.3 Research Question 1 73
4.4 Research Question 2 75
4.5 Research Question 3 81
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4.6 Correlation 83
CHAPTER 5: CONCLUSIONS AND RECOMMENDATION
5.1 Introduction 87
5.2 Conclusion of the study 87
5.3 Recommendation 89
5.3.1 Maintaining the level of reliability 89
5.3.2 Improving Service Quality 90
5.3.3 Encouraged Customer Complaint 90
5.3.4 Handling Customer Complaint 92
5.3.5 Adopt relationship marketing 93
5.3.6 Educate the staffs 94
BIBLIOGRPAHY
APPENDIX
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LIST OF TABLES
Title
Table 4.1: Reliability of the study variables 64
Table 4.2: Frequency and Percentage of Respondent by Gender 65
Table 4.3: Frequency and Percentage of Respondent by Age 66
Table 4.4: Frequency and Percentage of Respondent Based on Personal Income 67
Table 4.5: Frequency and Percentage of Respondent by Education Level 68
Table 4.6: Frequency and Percentage of Respondent by Occupation 69
Table 4.7: Frequency and Percentage of Respondent By Number of Visits 70
Table 4.8: Frequency and Percentage of Respondent by Nature of Visits 71
Table 4.9: Frequency and Percentage of Respondent by Method of Investment 72
Table 4.10: Level of customer perception towards service quality provided
by Tabung Haji Seremban 73
Table 4.11: Level of service quality provided by Tabung Haji Seremban 75
Table 4.12: Level of Service Quality Based on Reliability Dimension 76
Table 4.13: Level of Service Quality Based on Responsiveness Dimension 77
Table 4.14: Level of Service Quality Based on Assurance Dimension 78
Table 4.15: Level of Service Quality Based on Empathy Dimension 79
Table 4.16: Level of Service Quality Based on Tangibles Dimension
Table 4.17: Relationship Between Service Quality Provided by Tabung
Haji Seremban And Customer Perceptions 81
Table 4.18: Rules of Thumb of Correlation Coefficient Size 83
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LIST OF FIGURES
Figure 1.6.3: Theoretical Framework 17
Figure 2.8.1: Gap Model by Parasuraman 50
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LIST OF ABBREVIATIONS
TH Tabung Haji
PFC Pilgrims Fund Corporation
THCC Tabung Haji Contact Centre
ATM Automated Teller Machines
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ABSTRACT
Tabung Haji (TH) birth from the idea of working paper presented by the Royal Professor
Ungku Aziz titled, “Plan to Improve the Economy of Prospective Pilgrims” in 1959. The functions
of this organization are to enable Muslims to save gradually to support their expenditure during
pilgrimage and for other beneficial purposes, to enable Muslims to have active and effective
participations in investment activities permissible in Islam through their savings and to protect,
safeguard interests and ensures welfare of pilgrims during pilgrimage by providing various
facilities and services.
The purpose of this research is to study the customer perceptions towards the service
quality provided by Tabung Haji Seremban. The research used the service quality (SERVQUAL)
dimensions. There are 5 dimensions in SERVQUAL which are reliability, responsiveness,
assurance, empathy and tangible. This dimension will be used to identify customer perception
towards service quality provided by Tabung Haji Seremban as quality services depend on the
Tabung Haji Seremban employee’s performance and their ability to provide the services. In this
study, the methods used are questionnaire to identify the relevant information regarding the
study on customer perception towards service quality provided by Tabung Haji Seremban. 100
questionnaires were given to respondents to answer the questionnaire. The result on customer
perception towards service quality will suggest whether the Tabung Haji Seremban may need
changes or improvement in their service performance in order to be able to provide continuously
quality services and achieve their motto and quality policy.
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Customer Perception Towards Service Quality – Tabung Haji Seremban
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INTRODUCTION
1.1 Service Quality
Service quality is a key concept in today‟s fiercely competitive marketplace. The
issue of service quality has received considerable attention in marketing literature
(Parasuraman, Zeithaml, and Berry, 1985, 1988). In today‟s competitive environment,
ignoring the quality issue is tantamount to corporate suicide (Young, 1987, 1990).
According to Lewis and Mitchell (1990) the 1990‟s will be the era in which service quality
predominates within the service sector.
It is probably a truism to remark that from the market‟s viewpoint quality
attainment is a desirable thing. People expect quality. Although as one is frequently
reminded in the literature, quality is always relative to consumers‟ expectations and of
course price (Daly, 1990). Bitrana and Lojo (1993) argue that the quality of service
depends not only on offering products that meet consumers‟ needs and delivering them
efficiently, but also on creating an atmosphere and overall experience that is satisfying.
Therefore, service quality is important no matter what market segment is targeted.
The quality of services is much more difficult to measure, inspect, and control
than the quality of manufactured goods (Gummesson, 1993). Three characteristics of
services account for this difficulty: intangibility, heterogeneity and simultaneity (Lovelock
1983; Shostack 1987; Sasser et al. 1978). The intangible nature of service products
makes it difficult for service firms to measure their characteristics and ascertain whether
they meet specifications. This is because consumers cannot evaluate services before
purchasing them (Zeithaml et al. 1985; Bitner 1990). Service products are
heterogeneous because customers and servers are critical components of the product
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Customer Perception Towards Service Quality – Tabung Haji Seremban
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and they are diverse individuals that cannot be completely standardized and controlled
(Bitran and Lojo 1993; Jackson, Beidell and Lunsford 1995). Simultaneously refers to
the fact that services are produced and consumed at the same time thereby preventing
firms from inspecting their product before it is sold to their customers (Dotchin and
Oakland 1994).
It is often difficult for management to be present during every service delivery,
and so it must depend heavily on employees to complete the customer interaction
satisfactorily. For example, if a problem arises, they know about it after the fact, and only
if the firm is lucky to have a customer will take the time to complain. Otherwise, the
firm‟s customer base could be eroding without their knowledge, because dissatisfaction
spreads very fast by word-of-mouth (Bitran and Lojo, 1993). Service quality is a
measure of how well the delivered service level matches consumer expectations
(Donaldson and Runciman, 1995). This quality depends on the size and direction of the
gap between expected and perceived service (Bolton and Drew, 1997, p. 309).
1.2 Background of the study
1.2.1 Overview of Lembaga Tabung Haji
In line with the concept of Islam as “Addeen”, a complete religion for this world
and the after-life, everything that has been commanded by Allah SWT will benefit
mankind on earth and during Judgement Day. With such belief and strong determination
to perform their pilgrimage, Muslims have been inspired to gather wealth to finance their
journey to the Holy Land.
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Customer Perception Towards Service Quality – Tabung Haji Seremban
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To refrain them from involving elements of usury – an illegal practice in Islam –
Malaysian Muslims in the past had resorted to various traditional; means of saving and
keeping their money for the sacred journey. There were also those who sold their
livestock, properties and inheritance to earn sufficient fund for their pilgrimage. Such
practices caused negative financial and social implications on them and their families
during and after their pilgrimage. This is besides damaging the rural economic structure
and threatening the national economic growth.
The scenario became a driving force for the government to draw up a scheme
hat could help Malaysian Muslims to save gradually for their pilgrimage. The effort saw
the birth of the Pilgrims Fund Corporation that was established in November 1962 and
commenced operation on September 30, 1963. Its existence was also strongly attributed
to a working paper presented by the Royal Professor Ungku Aziz titled, “Plan to Improve
The Economy of Prospective Pilgrims” in 1959.
To help boost its services and facilities to the prospective pilgrims, the
corporation undergoes a merger with Penang-based Pilgrimage Affairs Management
office in 1969 resulting in the formation of the Pilgrimage Management and Fund Board
or better known as Tabung Haji. Objectives of this new entity, established under Act 8 of
Pilgrimage Management and Fund Board 1969 are:
To enable Muslims to save gradually to support their expenditure during
pilgrimage and for other beneficial purposes. To enable Muslims to have active and
effective participations in investment activities permissible in Islam through their savings.
To protect, safeguard interests and ensure welfare of pilgrims during pilgrimage by
providing various facilities and services.
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Customer Perception Towards Service Quality – Tabung Haji Seremban
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With such objectives in mind, Tabung Haji is highly determined to provide
excellent and comprehensive services with premium quality to satisfy the pilgrims need
prior, during and after their pilgrimage. This is evidence of Tabung Haji‟s commitment
and dedication, not only as an alternative entity in managing Muslims investments that
are done in accordance to the Islamic teaching. Tabung Haji (TH) had done whatever it
supposed to take in order to meet the customer satisfaction towards their service. Not to
be left behind in the ever evolving corporate world and massive globalization activities,
TH has taken efforts to strengthen its position in the domestic market and international
arena to enable it to enjoy a lion share of the investment opportunities. Strategies taken
include providing effective and efficient services that will not compromise to matters
regarding quality.
TH has launched its new corporate is more consumer-friendly and portrays its
uniqueness as a giant Islamic corporate body. On the other hand, as to make it easier
for all Muslims in Malaysia to sign up with TH account. TH had taken an action to
operate their branches in nationwide, included Sabah and Sarawak. As to sustain the
quality service towards their customer, TH also recently had came up with new idea
known as THCC (Tabung Haji Contact Centre). THCC is functioning as a tele-centre,
whereby clients can make call at anytime and anywhere regarding of Hajj management.
TH determined quality as a crucial thing in presenting their service quality to their
customer. As far as TH concern, this organization always cares and concern about their
customers needs and wants. TH did saw way to improve their quality of service is by
edacate their employee‟s to strive for excellence performance and doing continuous
improvement fro time to time. Due to that, TH had organize an activity known as
“Minggu Kualiti”, whereby this event will be held every year. This activity allowed TH to
identify their productivity worker and thus directly encourage them to work hard in order
to achieve the best quality service. According to TH, objective of this activity is to create
competitive environment among employees so that they are competitive enough in this
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Customer Perception Towards Service Quality – Tabung Haji Seremban
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global era. Other than that, motive of this “ Minggu Kualiti” is to give a chance to all their
employee‟s to keep up their endeavor in planning and implementing the innovative and
systematic work. As a matter of fact, through this innovative and systematic endeavor
and high cooperation from management level allowed TH employee‟s from all level to
produce a good quality at work towards their customers. This is how they build trust fro
their customer by delivery a good quality service and thus strive for best performance
excellence.
In addition, PFC serves as an alternative financial institution for depositors who
wish to save their money in an interest-free financial system that deduct a certain portion
for zakat (tithe) at every financial year-end. Tabung Haji (TH) is without a doubt
Malaysia‟s most popular label among other Muslim nations who are envious of its
efficiency and success in managing Malaysian pilgrims (Mansor Lokman, NST p.2,
02/07/2004). Nevertheless, TH has to strive endlessly to face future global challenges to
be ahead or at par with other financial institutions. Some of the measures taken by TH
are adoption of technology, improvement of service quality, upgrading quality of human
resources and implementing aggressive marketing strategy to encourage Muslims to
invest for pilgrimage and future needs. Hence, TH must adopt the best approach in
managing depositors‟ fund that adheres to „Syariah‟ guidelines and simultaneously
retain the confidence of loyal and potential customers.
1.2.2 Service in Tabung Haji
To maintain its competitive edge and strong position in its present
economic and investment ventures, TH has made striving for world-class quality
services and products as its prioritised mission, with each employee subscribing
enhanced working cultures and values. Without abandoning its social
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Customer Perception Towards Service Quality – Tabung Haji Seremban
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responsibilities, TH is highly determined to make each business ad investment
venture a roaring success domestically and internationally. It has also made an
impressive mark in various Islamic investment instruments such as Bonds,
Corporate notes, Government Investment Certificates, Mudhaarabah Bank
Account and Bill of Acceptance.
Tabung Haji‟s investment in subsidiaries is part of its strategy to
participate directly in potential and viable sectors. Emphasis is given to the
plantation, construction, real estate development, and service sectors. The four
subsidiaries fully owned by Tabung Haji are:
a) TH Plantations Sdn. Bhd. (plantation sector)
b) TH Properties Sdn. Bhd. (real estate development sector)
c) TH Technologies Sdn. Bhd. (construction sector)
d) TH Travel & service Sdn. Bhd. (hajj, umrah, and tour services sector)
1.2.3 Overview of Lembaga Tabung Haji Seremban
Lembaga Tabung Haji Seremban was established and operated in
June, 20 1972. Currently, TH Seremban was operated their business in
Kompleks Terminal 1, Jalan Lintang Seremban. The manager of TH Seremban
is Tuan Haji Mohd Nasir bin Mohd Yusoff. Serves their customers with efficient
and quick services are one of their priorities and could be most important part.
Thus, TH had decided and implements several strategies in order to deliver the
services to customers in an outstanding manner. One of the strategies is, to
provide the customer with a multi channel interface in order to make customer
feel easy, and quick in dong transaction with. As a technology is rapid change in
a global era, for financial institution especially in electronic banking such as
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Customer Perception Towards Service Quality – Tabung Haji Seremban
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Automated Teller Machines (ATM), and electronic banking, TH also take the
opportunity to merge with the other well known financial institutions to adopt
electronic banking. As a professional and responsible corporate organisation,
Tabung Haji has never failed to keep abreast with development domestically
and internationally to maintain its competitive edge.
Tabung Haji (TH) birth from the idea of working paper presented by the
Royal Professor Ungku Aziz titled, “Plan to Improve the Economy of Prospective
Pilgrims” in 1959. The functions of this organization are to enable Muslims to
save gradually to support their expenditure during pilgrimage and for other
beneficial purposes, to enable Muslims to have active and effective
participations in investment activities permissible in Islam through their savings
and to protect, safeguard interests and ensures welfare of pilgrims during
pilgrimage by providing various facilities and services.
The effort saw the birth of the Pilgrims Fund Corporation that was
established in November 1962 and commenced operation on September 30,
1963. As a professional and responsible corporate organization, Tabung Haji
has never failed to keep abreast with development domestically and
internationally to maintain its competitive edge. A study to strengthen its position
in the international platform and to diversify its scope and functions was
conducted in 1995.
Result to such an aggressive move was the introduction of a new act,
the Pilgrimage Board Act 1995 or better known as Akta Tabung Haji 1995 that
came on stream on June 1, 1995. Enforcement of the new act 535 has
automatically abolished the previous act and the name Pilgrimage Management
and Fund Board has been changed to Pilgrimage Board (better known as
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Customer Perception Towards Service Quality – Tabung Haji Seremban
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Lembaga Tabung Haji) effective from August 28, 1997. A more corporate-
looking abbreviation, TH, was introduced to the Malaysian and international
public to replace the words Tabung Haji.
The department of the TH can be divided into several categories such
as depository, hajj, investment, human resources, administration, finance,
information technology ad GMD/ CEO office that have their own function to
make TH become success.
Thus, this paper focuses on the customer perception towards service
quality provided by Tabung Haji Seremban. Besides that, the researcher wants
to identify the level of customer perception towards service quality and to
determine which factor that most influence customer perception towards service
quality provided by Tabung Haji Seremban.
1.3 Problem Statement
Parasuraman (1988), defined the service quality as the degree between
customer‟s normative expectations for the service and their expectation from the
service and their perceptions of the service performance. Other studied by Lewis and
Booms (1983), defined service quality as a measure of how well the service delivered
matches customers expectation are closely linked to attitude and quality has also
been conceptualized from the perspective of attitude. According to Ancarani and
Capaldo (2001), control of service is an increasing prevalent trend in the context of
public management. In most services, quality occurs during service delivery, usually in
an interaction between the customer and contact personnel of the service firms. For
this reason, Zeithaml, Valerie A., Berry, Leonard L., and Parasuraman (1988), said
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service quality is highly dependent on the performance of employees, an
organizational resource that cannot be controlled to the degree that components of
tangible good can be engineered. Therefore, customer perception towards quality
services provided by Tabung Haji depends on the Tabung Haji employee‟s
performance and their ability to provide the service.
According to Agus A, Baker S., and Kandampully J., (2007), there are two
perspectives to the ongoing pursuit of service quality. From the perspective of the
service organization, there is a desire to survive and compete in a global environment.
From the perspective of the customer, there is a desire for better quality services.
Anderson and Zeithaml, (1984) and Buzzell and Gale, (1987), as cited in Agus A.,
Barker S, and Kandampully J., (2007), said service quality is known to contribute to
customer satisfaction. In addition to improving level of customer satisfaction,
Parasuraman (1991), said service quality has also been shown to provide benefits in
terms of differentiation, market share, profitability and developing strategy.
According to Anuar Bahari, Kamsol Mohamed Kassim and Norizah Kassim in
Retaining Customers through Relationship Marketing: A study on an Islamic Financial
Institution (2009), Tabung Haji enjoys its unwavering privileged status as the sole
government-linked company that manages the pilgrims - a monopolistic company in a
non-challenging marketplace. Hence, Tabung Haji is confident of acquiring customers
without facing any stiff competition as in oligopolistic or highly competitive market.
However, in terms of savings account depositors, Tabung Haji faces competition from
banks that offer Islamic banking transactions. Previous studies by Storbacka,
Strandvik & Gronroos (1994) highlighted the link between customers‟ perception and
the decision to opt for alternatives in a highly competitive market. However, lately
Tabung Haji received several complaints on personnel (front-line service employees)
and counter services in almost all its branches throughout Malaysia. Some depositors
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Customer Perception Towards Service Quality – Tabung Haji Seremban
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aired their grievances through the Internet and newspapers. Other unofficial
complaints were heard through conversations at the respective Tabung Haji branches.
Some depositors also compared Tabung Haji counter service to that of banks.
It has been observed that most of the studies on service quality have been
done in foreign countries. The results and findings found may be impressive and
logical. However, it may not be as much applicable to Malaysia as the culture and
other variables may vary. It will highlight how the perceived service quality in
Malaysian banks would affect its business operations. It is believed that customer
satisfaction will affect overall service quality therefore the need to find the factors of
effect.
Therefore, an understanding of the nature of service quality and how it is
achieved in organization has become a priority for a marketing research. Due to this
Tabung Haji need to understand the customer perception towards service quality
provided by Tabung Haji in order to continuously able to provide efficient and quality
services to its customer and achieve customer satisfaction. They also need to
understand customer perception towards service quality provided by them before any
measurement can be taken for future benefit.
This study will analyze whether Tabung Haji have provided a quality services to
its customer by using SERVQUAL Dimension. Parasuraman (1998), said a good
operational example of a standardized framework for understanding service quality is
the SERVQUAL instrument. The SERVQUAL dimension comprises of 5 dimensions
which are the reliability, responsiveness, assurance, empathy and tangible. According
to Parasuraman (1991) as cited in Rooma Roshnee Ramsaran-Fowdar (2008) said
that SERVQUAL instrument is a reliable and valid service quality measure with
relatively stable dimensions that apply across many services industries. SERVQUAL
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also can help a wide range of service organizations in assessing consumer
expectation and perceptions of service quality. It can help in pinpointing areas
requiring managerial attention and action to improve service quality.
Therefore, it is important to understand the customer perception towards the
service quality provided by Tabung Haji whether they able to achieve their service
quality policy and motto as well as be able to provide continuously efficient and quality
services to their customer.
1.4 Research Question
This study seeks to answer the following research questions:
RQ 1 : What is the level of customer perception towards service quality provided
by Tabung Haji Seremban?
RQ 2 : Which factor that most influence customer perception towards service
quality provided by Tabung Haji Seremban?
RQ 3 : Is there any relationship between independent variable (reliability,
responsiveness, assurance, empathy and tangible) and customer
perception towards service quality provided by Tabung Haji Seremban?
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