Factors Affecting Customer Decision on Using Tabung Haji Service Center in Malaysia

Abbas Paliket

doi:10.17762/pae.v58i1.901

Abstract

The objective of this research was to examine the factors affecting the decision of choosing the Tabung Haji Service center in Malaysia. Questionnaires were used for data collection. The sample groups were individuals living in the state of Kedah, Malaysia. The statistics used for data analysis were frequency, percentage, mean () , standard deviation (SD), and comparison test (t). -test) and one-way ANOVA analysis. It found most of them were male who are under 25 years old. They were single and hold undergraduate education. Their monthly average income was between RM1,201- RM2,000. The overall results of marketing mix factors were at a high level ( = 4.301 S.D. = 0.493). When sorted by the importance that the process aspect and the people aspect, they were at the most important level with the average score of 4.658 4.555 and standard deviation 0.435 0.445 respectively. The physical evidence, price, promotion, place, and product were at a high level. The mean score was 4.246, 4.236, 4.187, 4.133, 4.095 and the standard deviation were at 0.95, 0.363, 0.549, 0.580, 0.569, 0.514, respectively. There were significant influence of age, educational level, and monthly average income on the market mix factors of customers’ decision to selecting Tabung Haji Service Center in Malaysia at a statistically significant level of 0.05.

Highlights

Islamic finance is based on a few simple rules which must adhere to justice is a financial system under the framework of Islam or Shariah principles with the fundamental principles of sharing risk and profit
During the Seminar on the Ten-Year Master Plan for the Islamic financial services industry organized by the Islamic Development Bank (IDB) and the Islamic Financial Services Board (IFSB), the Malaysian Government has initiated the drafting of the ten years master plan for the Islamic financial services industry
The result of this study shows that the customers value the overall marketing mix factor at a high level, this finding is similar to previous studies which found that the importance of marketing mix that affects customer selecting decision at important level [13][14][15]

Summary

Introduction

Islamic finance is based on a few simple rules which must adhere to justice is a financial system under the framework of Islam or Shariah principles with the fundamental principles of sharing risk and profit. One of the important pioneers in Islamic finance is to establish a pilgrimage fund committee in Malaysia in order to save money for expenses for the Hajj ceremony in Saudi Arabia [4]. According to the report of Islamic Finance Development in 2019, Islamic finance industry's assets increased up to US $ 2.5 trillion in 2018 from US$2.4 trillion in 2017, which are up to 3 percent in Iran, Saudi Arabia and Malaysia. These countries are considered the largest grown country among 61 counties. During the Seminar on the Ten-Year Master Plan for the Islamic financial services industry organized by the Islamic Development Bank (IDB) and the Islamic Financial Services Board (IFSB), the Malaysian Government has initiated the drafting of the ten years master plan for the Islamic financial services industry

Objectives

Methods

Findings

Discussion

Conclusion