Quality Level of the Johor State Islamic Religion Council (Maij) Waqf Management Service Based On WM-Servqual Measurement Theory

The development of the waqf system in Middle Eastern countries has grown with the existence of the Haram Mosque, the Prophet's Mosque and al-Azhar University.It has become an icon of the waqf institution that has made the largest contribution in the world.Malaysia is also not lagging behind in planning the development of its waqf.In an effort to realize the waqf property development agenda, the Johor State Islamic Religious Council (MAIJ) is one of the institutions that are trustees in waqf management in the state of Johor.However, the quality of service is an important element in evaluating the institution's ability to meet its goals.Therefore, the quality of MAIJ's waqf management services is seen as a necessity in handling waqf governance.Therefore, this study was made to see the level of quality of MAIJ waqf management services by using the WM-SERVQUAL model.This study uses a quantitative methodology with descriptive analysis where data collection is done through a questionnaire and distributed to 185 Johor citizens.The findings of the study show that there are as many as five (5) elements of Endowment Management identified as below the quality level, three (3) elements in the Mauquf management component identified as below the quality level, four (4) elements in the Mauquf Alaih management component is below the quality level and a total of five (5) elements in the Sighah Management component are identified as being below the quality level.Other elements especially in the management of Endowment, Mauquf, Mauquf Alaih and Sighah have reached the expected level of quality.Therefore, the WM-SERVQUAL instrument under the Integrated Facilities Management Framework, developed through an empirical basis, is able to measure Service Quality in a complex MAIJ environment.In addition to being an effective diagnostic tool in identifying poor quality service elements, WM-SERVQUAL also functions as an important measure in the formulation of policies and future planning of an organization.