Customer perception towards service quality provided by Tabung Haji Seremban / Zuhairah Hasan and Ridhawati Hj. Zakaria

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.