A study on the factors contribute towards existence of repetitive customers at Muassasah Ar-Rahnu MAIDAM / Farah Amalina Md Nawi

MAIDAM or Majlis Agama Islam dan Adat Melayu Terengganu is a government body which responsible to coordinate and manage all matter relate to Muslim economy. One of the service offers by MAIDAM is Ar-Rahnu scheme. The special feature of Ar-Rahnu scheme offer by MAIDAM is the lowest fee (ujrah) charged for every single transaction (Hanudin et. al, 2007). The acceptance of customers towards this scheme is moderately good. Thus, it is interesting to identify another factors contribute towards existence of repetitive customers of Ar-Rahnu scheme offer by MAIDAM. So, the researcher select a topic of the factors contribute towards existence of repetitive customers at Muassasah Ar-Rahnu MAIDAM. 200 sets of questionnaires had been distributed to the repetitive customers at MAR MAIDAM. Besides, the researcher also made own observations and interviews with the repetitive customers as well as MAIDAM officers itself in order to obtain more information and knowledge regarding this issue. The finding reveals that service quality is the major factor contribute towards existence of repetitive customers at MAR MAIDAM. It shows that the customers are almost absolutely satisfied with the quality of service provided which involve a good treatment by Muassasah officers towards their customer. The other factors which include in this study which are management, valuation system and locality also significantly and positively contribute towards the existence of repetitive customers at Muassasah Ar-Rahnu MAIDAM.