Customer’s satisfaction towards counter service At Tabung Haji Johor Bahru (Jalan Ayer Molek)

Lembaga Tabung Haji (LTH ) is principally engaged in the management of hajj operation, acceptance and management of deposits from depositors, investment holdings and letting of properties. The Tabung Haji was established to handle Muslim people who are interested to go to Mecca. But nowadays, this organization is the most competitors in financial institution marketplace. The goal of this organization is give maximum profit to customers for their savings. Based on the Financial Report on 2003 net profit this organization got RM413.50 million compared to 2002 with RM367.95 million. Meanwhile Tabung Haji gave a bonus to their depositors. In 2003 this organization paid RM411.47 million bonus to the depositors and in 2002 it was RM346.03 million. Their main objective was give an advantage for Muslim people to save their money to fulfill the expenses for hajj or other expenses and for Muslim people to lake part or be involved in business, land and building that are legal in law and Islamic rules. The main objective of this research is to study the level of satisfaction towards the counter service at Tabung Haji Ayer Molek. Furthermore, it will identify the weaknesses of the counter service especially of their staff and make any development to compete with other financial institutions. Data for this study was obtained via questionnaires, interviews and document review, 50 respondents participated in the study.