Perceptions and Barriers towards Social Customer Relationship Management (CRM) Implementation Frameworks for Zakat Institutions: Case Study Approach

Abstract

The implementation of Social Customer Relationship Management (CRM) frameworks in zakat institutions is influenced by various perceptions and barriers. Trust towards zakat institutions among Zakat payers and receivers is crucial for ensuring commitment, loyalty, and engagement toward effective and efficient zakat collection and distribution management. This research aims to explore the perceptions and barriers of social CRM implementation frameworks for Zakat institutions in Malaysia, with a specific focus on resolving collection and distribution issues. The study utilizes qualitative data collection methods, involving interviews in different zakat governance and management institutions, as well as document analysis. The research identifies barriers, such as limitations in implementation and performance, unaccommodating social opinions, and prejudices among zakat stakeholders. Additionally, it highlights the impact on perceptions of zakat stakeholders’ expectations towards zakat institutions. The findings contribute to the understanding of the challenges faced by Zakat institutions and provide recommendations for improving the collection and distribution processes, leading to systematic and efficient zakat services to the zakat payers and receivers, thereby reducing dissatisfaction and negative perceptions that can tarnish the reputation of zakat institutions and increase zakat collections. This study is significant to ensure the success of the implementation of Social CRM frameworks in zakat institutions.