THE USE OF IMPORTANCE – PERFORMANCE ANALYSIS AND THREE-FACTOR THEORY IN ASSESSING THE SERVICE QUALITY OF RUMAH AMAL SALMAN ITB (RASI)

• Main Author: Ikromil Amrillah, M
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72377
• Institution: Institut Teknologi Bandung

Generally, zakat institution in Indonesia does not provide service for zakat only, but also services for collecting the infaq, sadaqah, and waqf. Rumah Amal Salman ITB (RASI) is a zakat institution that provides services for collecting the zakat, infaq, sadaqah, and waqf. Beside its main function of collecting zakat, RASI also provides many programs to the community. The programs are Educational Charity, Humanitarian Charity, Environmental and Health Charity, Economic and Empowerment Charity, and Syiar Charity. In order to make the programs running well and could distribute beneficial to the society, therefore RASI has to gain as much as donation from donator to generate its programs. Furthermore, the service quality given to the donator becomes one of the important parts that need to be considered. In order to improve its service quality, RASI needs to assess its current condition of its service quality. This research aims to assess the importance and satisfaction performance of donator based on importance-performance analysis and three factor theory. The SERVQUAL dimensions with the five points of Likert scale would also be used in the questionnaire. Importance-performance analysis and three factor theory will help RASI in assessing the current condition of RASI service quality and analyzing the improvement that needed to do by RASI to reach donator satisfaction. The importance-performance analysis is beneficial in knowing the importance and performance attributes of the service quality given by a firm. This analysis will present graphically in a two dimensional grid. The graphic is divided into four quadrants that consist of Keep Up the Good Work quadrant, Concentrate Here quadrant, Low Priority quadrant, and Possible Overkill quadrant. In addition, three-factor theory group the quality attributes into three categories that have particular effects on customer satisfaction. Those three attributes are Basic Factors, Excitement Factors, and Performance Factors. The result shows that RASI management needs to fulfill the basic factors that consist of the use of latest technology and fast service. RASI management should take strategic action based on its quadrant, especially to give top priority in the Concentrate Here area. Attractive media information, community empowerment-based distribution, and exact annual report are categorized as Concentrate Here attributes of RASI dissatisfied and satisfied donators. Both Concentrate Here attributes of dissatisfied and satisfied RASI donator need top priority improvement by RASI.