A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry

This study is emphasis on the importance of service quality that has been offered by an
organization. Service quality is an important element that will affect the customer
satisfaction. The purpose of this paper is to test identify which are service quality dimension
that influences the customer satisfaction towards Tabung Haji. A structured questionnaire
was used to elicit response from consumers using a convenience sampling technique. A total
of 100 responses were received. Needless to say, this study extends customer satisfaction
towards Tabung Haji by using service quality dimension. Tangibility and empathy were
found to be positively related to customer satisfaction, with empathy being the more
influential. The study contains a limited number of measures in the model. Nevertheless, it
provides new information on the emerging issue of service quality. Moreover, the result will
be primarily beneficial to institution that offering service in Malaysia by offering an insight
into the customer satisfaction towards Tabung Haji by using service quality dimension