A study on factor that influence customer satisfaction toward quality services provided by Tabung Haji, Tanjong Karang, Selangor / Siti Zarina Mohamad Amin

The Pilgrims Fund Board (Lembaga Tabung Haji) was established from the establishment of Pilgrims Fund Corporation in November 1962 and commenced operation on September 30,1963 with the main objective of providing quality product and services to the customers. TH Tanjong Karang is one of the TH's branch established in order to facilitate the resident of Tanjong Karang to get the services provided by TH The main services provided by TH are saving and withdrawing and also hajj registration.

This research paper is to study about the factors that influence customer satisfaction toward quality services provided by TH in Tanjong Karang, Selangor. There are 60 respondents in area Tanjong Karang who is being as TH customer and be as our sample in this study.

There are various methodology used in this research such as collection of data through primary and secondary data, questionnaires, sampling technique and also the using of Statistical Package for Social Science-SPSS (Version 11.5) in order to analyze the data. From the analysis of data, there are seven things that become as our focus to determine the factor that influence customer satisfaction.

There are availability, delivery lead times, quality, services, customer friendliness, selection of product and services and also cost. From the findings analysis, we discovered that all the seven factors as stated above have association with customer satisfaction in 11-1 Tanjong Karang. Even though some of the respondent not satisfied with certain element but the number of respondent who satisfied with the services provided by TH are greater than respondents who are not satisfied with TH Tanjong Karang services.