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All Journal Studia Economica: Jurnal Ekonomi Islam
Rozali Rozali
SEKOLAH TINGGI AGAMA ISLAM (STAI) AR RISALAH SUMATERA BARAT
Religion Economics, Econometrics & Finance Social Sciences

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Pengaruh Kualitas Pelayanan Berbasis SERVQUAL terhadap Kepuasan Muzakki pada LAZ Ar Risalah Charity Ridho Kurnia Ilahi; Rozali Rozali; Andri Vinaldy
Studia Economica : Jurnal Ekonomi Islam STUDIA ECONOMICA: Jurnal Ekonomi Islam | Vol. 12 | No. 1 | 2026
Publisher : Universitas Islam Negeri Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30821/se.v1i1.29375

Abstract

Service quality is one of the important factors influencing muzakki satisfaction in zakat institutions. As a zakat management institution, LAZ Ar Risalah Charity is required to provide professional, responsive, and trustworthy services to maintain public trust and encourage muzakki loyalty. This study aims to analyze the effect of service quality based on the SERVQUAL dimensions on muzakki satisfaction at LAZ Ar Risalah Charity. The research employed a quantitative approach using purposive sampling techniques with 70 muzakki as respondents. Data were collected through questionnaires and analyzed using validity and reliability tests, simple linear regression, t-test, F-test, and coefficient of determination (R²). The results indicate that service quality has a positive and significant effect on muzakki satisfaction, as shown by the regression equation Y = 17.297 + 1.051X and a significance value of 0.000 < 0.05. The coefficient of determination (R²) value of 0.178 shows that service quality explains 17.8% of the variation in muzakki satisfaction, while the remaining 82.2% is influenced by other factors outside the research model. This study reinforces the relevance of SERVQUAL theory in Islamic philanthropic institutions and highlights the importance of service quality, trust, and professionalism in enhancing muzakki satisfaction
Co-Authors Andri Vinaldy Ridho Kurnia Ilahi