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All Journal Dinar: Jurnal Ekonomi dan Keuangan Islam
Salamun, Imam
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Religion Social Sciences

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Strategies to Enhance ZIS Donor Loyalty through Trust Building at Baitul Maal Hidayatullah East Kalimantan Salamun, Imam
Dinar : Jurnal Ekonomi dan Keuangan Islam Vol 12, No 2: Agustus 2025
Publisher : Universitas Trunojoyo Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/dinar.v12i2.31124

Abstract

This study is motivated by the limited number of empirical investigations that specifically examine the direct effects of service quality, institutional image, communication, and donation convenience on donor trust, as well as its impact on the loyalty of ZIS (zakat, infaq, and sadaqah) donors. The novelty of this research lies in its focus on a causal relationship model that does not include any mediating variables—distinct from most prior studies which typically position trust merely as an intervening variable.The primary aim of this research is to analyze the extent to which service quality, institutional image, communication, and donation convenience directly influence donor trust, and to assess the direct impact of donor trust on the loyalty of zakat, infaq, and sadaqah donors at the National Amil Zakat Institution (LAZNAS) Baitul Maal Hidayatullah in East Kalimantan.A quantitative approach was employed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. Primary data were collected through a structured questionnaire using a 5-point Likert scale, distributed to 240 active donors selected through purposive sampling. Data processing involved several stages, including validity and reliability testing, evaluation of the measurement model, and structural model assessment.The results show that both service quality and institutional image have a positive and significant effect on donor trust. In contrast, communication and donation convenience exhibit a positive but statistically insignificant influence. Furthermore, donor trust is proven to have a direct and significant effect in enhancing sustained donor loyalty in ZIS contributions.
Enhancing ZIS Donor Loyalty Through The Role of Trust at Baitul Maal Hidayatullah East Kalimantan Salamun, Imam; Indra, Indra
Dinar : Jurnal Ekonomi dan Keuangan Islam Vol 12, No 2: Agustus 2025
Publisher : Universitas Trunojoyo Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/dinar.v12i2.31124

Abstract

This study is motivated by the limited empirical research examining the direct effects of service quality, institutional image, communication, and donation convenience on donor trust and its subsequent impact on loyalty in zakat, infaq, and sadaqah (ZIS) donations. The objective of this research is to analyze the influence of service quality, institutional image, communication, and donation convenience on donor trust, as well as to examine the effect of donor trust on ZIS donation loyalty at Baitul Maal Hidayatullah East Kalimantan. This study employs a quantitative approach using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method. Primary data were collected through closed-ended questionnaires using a 5-point Likert scale distributed to 240 active donors selected through purposive sampling. The findings reveal that service quality and institutional image have a positive and significant effect on donor trust, whereas communication and donation convenience show positive but statistically insignificant effects. Furthermore, donor trust significantly and positively influences ZIS donation loyalty. The study implies that improving service quality and strengthening institutional image are key strategies in building sustainable donor trust and loyalty.
Co-Authors Indra Indra