A study on customer satisfaction towards service provided by Tabung Haji Klang District / Md Azmi Haron

The Pilgrims Fund Board (Lembaga Tabung Haji) was established with the main objective of providing quality products and services to the customers. Its main function is to provide services to Muslims to keep their money in their endeavor to perform the Haji at Holy Land (Makkah) through concepts of Islamic operation and non-Riba’ benefit.

The main objective of this research is to study on customer satisfaction towards counter service provided by Tabung Haji Klang District. It is also to know the customer perception and to improve services in terms of performance and service quality. For the purpose of this study the exploratory research was used. Judgmental and convenience sampling size have been utilized with 50 respondents as the sample size. Questionnaires were distributed as the survey instrument, besides conducting interviews as the source of primary data other reliable resources would serve as secondary data.

This research has found that respondents are still not satisfied in terms of saving facility and bonus rate provided by TH. They need more saving facility. TH is considered as successful in giving the good saving service to its customers and has built good image as an institution coordinating saving and pilgrimage activities for all Muslims in Malaysia.

To further improve its service quality TH should provide more saving facility and upgrade its services from time to time in order to increase or maximize the level of satisfaction among its customers.