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All Journal Al-Mi'thoa: Jurnal Zakat dan Wakaf
Nurlaeli
Institut Ilmu Al-Qur'an (IIQ) Jakarta

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Is Service Quality Matter for Zakat Institution? The Case of Productive Zakat Empowerment in Subang Nurlaeli; Syafaat Muhari
Al-Mi'thoa: Jurnal Zakat dan Wakaf Vol 3 No 1 (2025): Al-Mi'thoa: Jurnal Zakat dan Wakaf
Publisher : Prodi Manajemen Zakat dan Wakaf Fakultas Syariah IIQ Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33511/almithoa.v3n1.1-12

Abstract

Productive zakat is an instrument aimed to alleviating economic challenges, particularly among micro-entrepreneurs. Despite its potential, limited research has assessed the effectiveness of this program from the direct perspective of beneficiaries. This study examines mustahik perceptions of service quality in BAZNAS Subang’s productive zakat program and identifies gaps between the expectations and the reality of Mustahik experiences. Unlike previous studies that emphasized program implementation or macroeconomic impacts, this study focuses on institutional service quality based on mustahik expectations and experiences. The data were analyzed through Wilcoxon Signed Rank tests and adopting the SERVQUAL framework comprising five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The Findings showed that there are greatest gaps of Reliability and Responsiveness. The implication of the study showed that it needs enhancement of effectiveness and sustainability of productive zakat programs.
Co-Authors Syafaat Muhari