Analysis of Service Quality on Mustahiq Satisfaction using Importance Performance Analysis (IPA) and Kano Model: Case Study on Baitul Mal

Anwar

2018

Abstract

Baitul Mal is a social institution, which is engaged in charity of zakat fund raising for the sake of socially patterned and sustainable. In its service Baitul Mal must be prosecuted to prioritize satisfaction of mustahiq, so that progress in the quality of service and able to improve the mustahiq economy and also giving a positive impact on the survival of Baitul Mal.For the purpose ofresearcher, this paper on the service quality will be observed by using the method of Importance PerformanceAnalysis (IPA) and Kano model. This method is used in order to know the attributes that should be upgraded in accordance with the wishes of mustahiq.The result indicates that, these methods allow us to know the priority attributes that must be improved its performance by the Baitul Mal it is the Amil of Baitul Mal Kota Lhokseumawe act based on islamic morality, Amil Baitul Mal Kota Lhokseumawe solve themustahiqproblem related to zakat program on time, Baitul Mal Kota Lhokseumawe always serve mustahiq effectively, Amil Baitul Mal Kota Lhokseumawe has knowledge about zakat, the Zakat given by Baitul Mal Kota Lhokseumawe has fulfilled the necessity of mustahiq, Zakat given by Baitul Mal Kota Lhokseumawe can improve the prosperity of mustahiq and Amil Baitul Mal Kota Lhokseumawe do not distinguish between mustahiq one and others.

Paper Citation

in Harvard Style

Anwar. (2018). Analysis of Service Quality on Mustahiq Satisfaction using Importance Performance Analysis (IPA) and Kano Model: Case Study on Baitul Mal. In Proceedings of the 3rd International Conference of Computer, Environment, Agriculture, Social Science, Health Science, Engineering and Technology - Volume 1: ICEST, ISBN 978-989-758-496-1, pages 48-56. DOI: 10.5220/0010037800480056

in Bibtex Style

@conference{icest18,
author={Anwar},
title={Analysis of Service Quality on Mustahiq Satisfaction using Importance Performance Analysis (IPA) and Kano Model: Case Study on Baitul Mal},
booktitle={Proceedings of the 3rd International Conference of Computer, Environment, Agriculture, Social Science, Health Science, Engineering and Technology - Volume 1: ICEST,},
year={2018},
pages={48-56},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010037800480056},
isbn={978-989-758-496-1},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 3rd International Conference of Computer, Environment, Agriculture, Social Science, Health Science, Engineering and Technology - Volume 1: ICEST,
TI - Analysis of Service Quality on Mustahiq Satisfaction using Importance Performance Analysis (IPA) and Kano Model: Case Study on Baitul Mal
SN - 978-989-758-496-1
AU - Anwar.
PY - 2018
SP - 48
EP - 56
DO - 10.5220/0010037800480056