<![CDATA[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.]]>
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