Analysis of Service Quality on Mustahiq Satisfaction Using Importance Performance Analysis (IPA)

Syarifuddin Syarifuddin; Anwar Anwar; Cut Ita Erliana; Damanhur Abbas

Proceedings of the 1st Workshop on Multidisciplinary and Its Applications Part 1, WMA-01 2018, 19-20 January 2018, Aceh, Indonesia

Research Article

Analysis of Service Quality on Mustahiq Satisfaction Using Importance Performance Analysis (IPA)

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@INPROCEEDINGS{10.4108/eai.20-1-2018.2282439,
    author={Syarifuddin  Syarifuddin and Anwar  Anwar and Cut Ita  Erliana and Damanhur  Abbas},
    title={Analysis of Service Quality on Mustahiq Satisfaction Using Importance Performance Analysis (IPA)},
    proceedings={Proceedings of the 1st Workshop on Multidisciplinary and Its Applications Part 1, WMA-01 2018, 19-20 January 2018, Aceh, Indonesia},
    publisher={EAI},
    proceedings_a={WMA-1},
    year={2019},
    month={9},
    keywords={importance performance analysis (ipa) mustahiq satisfaction service quality},
    doi={10.4108/eai.20-1-2018.2282439}
}

Syarifuddin Syarifuddin
Anwar Anwar
Cut Ita Erliana
Damanhur Abbas
Year: 2019
Analysis of Service Quality on Mustahiq Satisfaction Using Importance Performance Analysis (IPA)
WMA-1
EAI
DOI: 10.4108/eai.20-1-2018.2282439

Syarifuddin Syarifuddin¹^,*, Anwar Anwar¹, Cut Ita Erliana¹, Damanhur Abbas²

1: Department of Industrial Engineering, Universitas Malikussaleh, Aceh, Indonesia
2: Department of Islamics Economics, Universitas Malikussaleh, Aceh, Indonesia

*Contact email: syarifuddin@unimal.ac.id

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 of researcher, this paper on the service quality will be observed by using the method of IPA model. This model 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 act based on islamic morality, Amil Baitul Mal Lhokseumawe solve the mustahiq problem related to zakat program on time, Amil Baitul Mal has knowledge about zakat, the zakat given by Baitul Mal has fulfilled the necessity of mustahiq, Zakat given by Baitul Mal can improve the prosperity of mustahiq and Amil Baitul Mal do not distinguish between mustahiq one and others.

Keywords: importance performance analysis (ipa) mustahiq satisfaction service quality

Published: 2019-09-20
Publisher: EAI

: http://dx.doi.org/10.4108/eai.20-1-2018.2282439