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All Journal Al Qodiri : Jurnal Pendidikan, Sosial dan Keagamaan Akademika : Jurnal Manajemen, Akuntansi, dan Bisnis at-tamkin: Jurnal Pengabdian kepada Masyarakat Jurnal Ilmiah Ilmu Ushuluddin Jurnal Inovasi Hasil Pengabdian Masyarakat (JIPEMAS) Justisia Ekonomika Journal of the Indonesian Medical Association : Majalah Kedokteran Indonesia Jurnal Ilmiah Edunomika (JIE) Fitrah: International Islamic Education Journal SOSIOLOGI: Jurnal Ilmiah Kajian Ilmu Sosial dan Budaya Atta'dib Jurnal Pendidikan Agama Islam Al-Ittishol : Jurnal Komunikasi dan Penyiaran Islam Ekosiana : Jurnal Ekonomi Syariah Khidmatuna : Jurnal Pengabdian Kepada Masyarakat Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan PRIMA : Portal Riset dan Inovasi Pengabdian Masyarakat International Journal of Science and Society (IJSOC) Malikussaleh Social and Political Reviews Jurnal Teknologi dan Manajemen Industri Terapan Kumpulan Artikel Pendidikan Anak Bangsa : Journal Pendidikan, Sosial dan Humaniora ICO EDUSHA International Review of Practical Innovation, Technology and Green Energy (IRPITAGE) Journal of Scientific Research, Education, and Technology Staatsrecht: Jurnal Hukum Kenegaraan dan Politik Islam Jurnal Kreasi Rakyat Sewagati EBTIDA' : Jurnal Pendidikan Dasar Islam HIKMATUNA: Journal for Integrative Islamic Studies Jurnal Cendekia : Media Komunikasi Penelitian dan Pengembangan Pendidikan Islam Khidmatuna: Jurnal Pengabdian Masyarakat Hikmatuna Indonesian Journal of Islamic and Social Science (IJISS) Jurnal Ekonomi Bisnis Manajemen dan Akuntansi (Jebisma) Jurnal Pengabdian Masyarakat dan Riset Pendidikan Philosophiamundi : Journal of Global Humanistic Studies Al'Adalah Algebra jes Nomico Paramacitra : Jurnal Pengabdian Masyarakat Al-Mudharabah AL-MANSYUR TARBIYAH: Jurnal Pendidikan Islam Journal of Law and Justice As-Salam: Journal Islamic Social Sciences And Humanities Kamara Journal Journal of Linguistica International Journal of Religious and Interdisciplinary Studies JTA Malaqbiq : Jurnal Pengabdian kepada Masyarakat. STIKes BBM Mengabdi: Jurnal Pengabdian Masyarakat Journal of Mechanical Engineering and Fabrication Lā-Syakka (Jurnal Pengabdian Kepada Masyarakat)
Saifuddin
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Journal : ICO EDUSHA

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Analysis Of Donor Satisfaction Toward The Services Of An Infaq Management Institution Using Importance Performance Analysis And Customer Satisfaction Index Methods Ali Hamdan; Saifuddin; Jaenudin, M
ICO EDUSHA Vol. 6 No. 1 (2025): Proceedings of International Conference On Islam Educationm Management and Shar
Publisher : STAI AN-NAJAH INDONESIA MANDIRI

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Abstract

This paper aims to analyze donor satisfaction with the services of an Infaq Management Institution using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. In this study, a survey of 100 donors was conducted to collect data regarding their expectations and experiences with the provided services. The IPA method was used to identify factors influencing donor satisfaction, while the CSI method was applied to measure the overall level of satisfaction. The analysis results indicate that several service elements need improvement, including transparency in the reporting of infaq fund usage and responsiveness to donor inquiries. The physical evidence dimension was excluded from the analysis because it did not meet the reliability test (Cronbach’s Alpha < 0.6). The validity test results show that all questionnaire items are valid (P-value < 0.05). The CSI score of 70.57% indicates that, in general, donors are satisfied with the services of the Infaq Management Institution (LMI). Based on the IPA analysis, there were no attributes in the main priority quadrant (Quadrant I), but four attributes should be maintained because of their high performance and high importance (Quadrant II), namely the implementation of the 3S principle (Smile, Greet, Serve), transparency in fund management, accuracy of fund allocation, and confidentiality of donor data. On the other hand, six attributes fall into the low-priority quadrant (Quadrant III), indicating potential improvements in reporting and communication aspects. These results provide strategic insights for LMI to maintain its service excellence and enhance areas that are still suboptimal to sustain and increase donor loyalty. This study provides recommendations for infaq management institutions to improve service quality to enhance donor satisfaction. Keywords: Donor Satisfaction, Infaq Management Institution, Importance Performance Analysis, Customer Satisfaction Index.
Co-Authors A Hadi Arifin A Zaenurrosyid Abrori, Abrori Agustin Ahmad Hasan Zalali Ahmad Luqman Hakim Ahmad Mustofa Ainun Nadlifa Alfaenawan, Alfaenawan Ali Hamdan Ali Rohmad, Ali Alivi, Justsinta Sindi Amala, Khoirima Andi Mursalin Andriaty, Syarifah Nora Ansori As-Syafii, M. Sahlan Auwaliyah, Rofiati Avinta Ika Nurrahma Azhar Azizah Azwinur Bahrudin Borahima, Bahrun Chalirafi Cut Ulfa Miranda Deni Alfan Humaidi Dhiauddin Diana Dini Rizki Doni Uji Widiatmoko, Syaikhu Rozi And Dzikri Nirwana EM Yusuf Iis Eva Wildani Febrianti Evarianti, Riza Evelin Diah Gustari Fahmi Astuti, Fahmi Fathur Rofani Fauziyah, Nisa'ul Gatut Yudoyono Haddade, Hasyim Hafid, umy_hafid02 Hafni Zahara Haq, Zilda Brilliani Arina Sabilla Hasanuddin, Hasanuddin Hasbi Hasim Muzadi Helmy Boemiya Hidayatus Sholihah Hofifah Hofifah, Hofifah Husnah, Zulfah El Idrus, Idham Irwansyah Ikramuddin, Ikramuddin Imam, Atim Nurchoirul Iradah Rahman Irsadul Alim Al Fahruddin Jaenudin, M Johansyah Justsinta Sindi Alivi Khusniyah, Lailatul Lila Yuwana Liza Mutia Lutfiatur Rofiah M. Ainul Yakin M. Arief Bustomi M. Nizar Machmud M. Syarif Maggouri, Abdelaali Maghfiroh, Siti Zuliatin Mahfuz, Muhsin Mario Mariyudi Masri Matriadi, Faisal Miftakhul Jannah Mimit Pakasi Misbahul Wani Moch Riskillah Moch. Asroful Anam Moh Khoirul Anam Moh Khoridatul Huda, Moh Khoridatul Moh. Fauzan Moh. Khoirul Anam Mohammad Umar Faruk Mowafq Abrahem Masuwd Muhamad Muliyono Muhammad Ali Rohmad Muhammad Alvin Hidayatullah Muhammad Arga Syahandra MUHAMMAD LUTFI Mukhlis Murni Muthmainnah, Melania Suweni Muntini Muwaffiq Jufri, Muwaffiq Nadlifa, Ainun Nazaruddin Norhidayat Nur Azisah Nurlina Nursamzinar Nurul Amaliah Hasbi Nurwijayanti Nurzamsinar Nurzamsinar Pasyamei Rembune Kala Pratiwi, Nova Rizca Rahmadani, Nur Rizqi Rahmadani Rahmayanti, Yuni Raisah, Putri Riezky, Ade Kiki Rilva Suheti Riri Amandaria Riskiya Dwi Novem Wulandari Ristati Rizca pratiwira, Nova Rutami, Ilham Salwia Samsul Abidin Setianto, Raden Hario Tirto Shabarullah Shofiyatur Rosyidah Siti Nafi’yah Siti Nurhafsah Jalil Suadi Zainal Suasmoro Sudir, Sudirman Sudirman Sugangga, Rayyan Suhaeri Suminar Pratapa Suryanti, Suci Suwaibatul Aslamiyah Syarda, Abdillah Syarifah Mahdiyah Tamarli Tarwiyadi Taupik C TIRTOSETIANTO, RADEN Tri Muhammad Abdullah Rizky Vicky Nurhidayah Wahyuddin Albra Waluyo, Kurnia Indra Wardani Wulan Ramazani Yasmeini Yazir Yayu Anggraini, Yayu Yulia Ayu Pramitasari Zainuddin Zainullah Hasan Zakia, Fairuz Abbiyyu Zuhri, Mohammad