USER SATISFACTION OF THE ZAKAT SYSTEM IN THE KEDAH STATE: FROM A QUALITY-IN-USE PERSPECTIVE

Abstract

Lembaga Zakat Negeri Kedah (LZNK) has adopted two types of Zakat management systems: Jom Zakat and Zakat-on-Touch. The aim is to increase Zakat collection through online platforms. However, although Jom Zakat (adopted in 2018) and Zakat-on-Touch (adopted in 2019) have been in use for over five years, neither system has been evaluated from a Quality-in-Use perspective, which may impact user satisfaction. These evaluations are crucial to guarantee that the systems meet the necessary and established standards for quality in ISO/IEC 25010. Thus, the main objective of this study is to evaluate the Zakat systems’ user satisfaction from the Quality-in-Use perspective. The study was carried out in three stages using the quantitative approaches, involving literature reviews, instrument development, and survey distribution to 53 respondents. The data was analysed using SPSS. In general, the respondents are satisfied with the Quality-in-Use of the Zakat systems. The findings indicate that the study is highly significant by illustrating the correlations between User Satisfaction with Efficiency (mean=4.2, r=0.933, p=0.001) and effectiveness (mean=4.1, r=0.902, p<0.001) of the zakat systems. The study supports LZNK decision-makers in formulating IT strategic plans, particularly on the long-term maintenance of the Zakat systems. It will also assist developers in making improvements to the systems. Most importantly, more related studies are necessary to create a comprehensive assessment model of the Zakat Systems to guarantee their sustainability.