Abstract
Zakat philanthropic institutions have a pivotal role in fund collection and distribution, yet they haven't realized their full potential primarily due to diminished public trust. Addressing this challenge requires strategies to elevate service quality. This study introduces an integrated method combining SERVQUAL, Kano, and Quality Function Deployment (QFD) to optimize Zakat service quality. Out of twenty-one service attributes evaluated, fourteen were identified as pivotal for strategic enhancement, spanning areas like information management, human resources, and product diversification. Utilizing the QFD framework, these attributes were transformed into actionable quality improvement measures. The suggestions for quality improvement measures include refining website functionalities, ensuring consistent and engaging information dissemination, comprehensive employee training, introducing e-wallet options, and expanding student loan provisions. By integrating SERVQUAL, Kano, and QFD, this research offers a holistic assessment approach, emphasizing only those service aspects that truly resonate with donor satisfaction. The findings and recommendations present immediate actionable insights for institutions aiming to augment zakat collection and distribution efficacy.
Published Version
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