A study on customer service at Tabung Haji counter / Haizan Runsah

Incorporated in 1962, the Pilgrims Fund Board of Malaysia or Lembaga Tabung Haji, more popularly know as Tabung Haji was devised as an economical scheme in the context of National development. Its purpose is to provide an appropriate Islamic means of mobilizing savings and preventing the fragmentation of wealth by assisting Muslims to perform the pilgrimage in Mecca without impoverishing them or further imposing any financial hardships after their pilgrimage.
Tabung Haji was also established in order to enable Muslims to invest and participate more meaningfully in the nation’s economical activity and at the same time to assist them in fulfilling their fifth religious obligation namely, to perform the pilgrimage to Mecca.
The researcher has centered this study with regard to TH Customer Service at TH office, Jalan Tun Razak and TH Office Jalan Ipoh, Kuala Lumpur. The respondent of this research is active depositors and base on specific criteria in term of sex, education and period of saving. The objectives of customer service survey is to know service response on counter services, how important customer service attributes, counter service comparison with other banking institution and the quality of services.
There are nine recommendations in this research; new focus on customer service, new training program, conduct consistent research, develop new promotion about customer service, waiting line system, remodeling counter program, provide special course to staffs, motivation, and educate staff and customers on TH corporate slogan. From the findings and recommendations, it is hope that TH will use it beneficially in future time.