THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND SERVICE QUALITY AT MASJID MUHAMMAD AL-FATEH, NATIONAL DEFENCE UNIVERSITY OF MALAYSIA

This study aims to assess customer satisfaction with the quality of service at Masjid Muhammad al-Fateh. A total of 120 completed questionnaires from respondents at the National Defence University of Malaysia (UPNM) were analyzed using SmartPLS 3.2.5 software. The study employs the SERVQUAL theory, which involves two primary dimensions: tangibles and reliability, to measure customer satisfaction. The factor validation analysis indicates that the measurement scale of the study meets the established standards of validity and reliability. The findings from hypothesis testing using the SmartPLS path model reveal two key results: first, the tangibles dimension has a positive and significant relationship with customer satisfaction; second, the reliability dimension does not show a positive and significant relationship with customer satisfaction. From a statistical perspective, this study confirms that the tangibles dimension exerts a strong influence on customer satisfaction when evaluating the quality of service at Masjid Muhammad al-Fateh. The study also discusses the implications of these findings and draws relevant conclusions.