Assessing the Satisfaction Level of Zakat Recipients Towards Zakat Management

Zakat is a mean of discharging social accountability and is obligatory to Muslims to provide a specific amount of their wealth to beneficiaries that meet certain conditions and requirements. The main aim of zakat is to improve the socio-economic status of the recipients and the nation as a whole. In Malaysia, zakat collection is institutionalized although it is a state matter. The respective state authority is responsible in managing zakat administration which includes zakat collection and distribution. Despite the increase in the amount of zakat being distributed to the recipients, there are complaints received from asnafs with regard to the quality of services rendered to them. Hence, the objectives of this study are to identify the medium of information utilised by the recipients to obtain information on zakat distribution and to assess the satisfaction level of zakat recipients towards zakat management. Surprisingly, despite the advancement in technology, the findings reveal that the main medium utilized to obtain zakat information was by words of mouth. The findings of this study could be beneficial to the zakat institution to evaluate the efficiency of zakat management in meeting the needs of the zakat recipients.