The Impact of Service Quality and Trust on the Satisfaction of Muzakki at the Amil Zakat Institution Baznas in Makassar City
DOI:
https://doi.org/10.26618/profitability.v7i2.11945Keywords:
Quality of Service, Trust and SatisfactionAbstract
This research employs a quantitative approach with the objective of assessing the influence of service quality and trust on the satisfaction of Muzakki at the Amil Zakat Institution BAZNAS in Makassar City. The sample for this study was drawn from the BAZNAS office in Makassar City. The data utilized in this research is quantitative in nature, collected through distributed questionnaires that pertain to the focal points of the study. Data collection encompassed the observation and distribution of questionnaires to a sample of 35 respondents. In this study, the data collection process drew upon both primary and secondary data sources. The research instrument implemented for data collection was based on the Likert scale method. The data analysis technique employed is the multiple linear regression test. The results of the data analysis, conducted using statistical calculations via the Statistical Package for the Social Sciences (SPSS) version 22 application, reveal a significant positive relationship between service quality, trust, and satisfaction at the Amil Zakat Institution BAZNAS in Makassar City. This study highlights the pivotal conclusion that service quality and trust hold a substantial positive impact on the satisfaction levels of Muzakki at the Amil Zakat Institution BAZNAS in Makassar City. Notably, the provision of high-quality service significantly contributes to shaping the institution's image, consequently fostering enhanced trust among individuals, leading to a heightened willingness to recommend the services to others.References
Amalia , N., & Widiastuti , T. (2019). Pengaruh Akuntabilitas, Transparansi, Dan Kualitas Pelayanan Terhadap Minat Muzaki Membayar Zakat (Studi Pada Laz Surabaya)1. Jurnal Ekonomi Syariah Teori Dan Terapan, 1756-1769.
Ardiansyah, J., Fitriani, &Siti , M. (2020). Pengaruh Kualitas Pelayanan, Kepercayaan Terhadap Kepuasan Nasabah Pada Cabang BMT Fajar Metro Pusat. Jurnal Ilmiah Keuangan Dan Perbankan, 1-19.
DetikJabar.Com.(2022, 25 Juli). Babak Baru Kasus Dugaan Penyelewengan Dana ACT. Diakses pada 13 Agustus 2022, dari https://www.Detik.com/jabar/hukum-dan-kriminal/d-6198514/babak-baru-kasus-dugaan-penyelewengan-dana-act
DetikNews.com, (2022, 08 Agustus). Polri: ACT Diduga Selewengkan Dana Boeing RP. 107,3 miliar. Diakses 13 Agustus 2022 Dari https://news.detik.com/berita/d-6222824/polri-act-diduga-selewengkan-dana-boeing-rp-1073-miliar
Dija, F., Moniharapon, S., & Ogi, I. W. (2016). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Kepercayaan. Jurnal EMBA, 109-119.
Fanani, A. M. (2014). Penghimpunan Dana Zakat Nasional. Permana, 7-16.
Fitri, M. (2017). Pengelolaan Zakat Produktifsebagai Instrumen Peningkatan Kesejahteraan Umat. Economica: Jurnal Ekonomi Islam, 149-173.
Kesuma E., Amri, & Shabri M. (2015). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Pelanggan Pada Sulthan Hotel Banda Aceh. Jurnal Manajemen Pascasarjana Universitas Syiah Kuala, 176-192.
Nisa, D. Q., Kusnawan, A., & Herman. (2019). Total Quality Management Dalam Meningkatkan Kualitas Lembaga Amil Zakat. Jurnal Manajemen Dakwah, 267-286.
Prayatno, D. (2016). Belajar Alat Analisis Data Dan Cara Pengolahannya Dengan Spss. Yogyakarta:Gava Media, 143-150.
Rochman, T., Tanjung, H., & Sukarno, F. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Muzakki Di Amil Zakat Daerah Kabupaten Cilacap. Journal Of Islamic Economy, 176-189.
Rapindo, Aristi, M. D., & Azhari, I. P. (2021). Pengaruh Akuntabilitas, Transparansi Dan Kualitas Pelayanan Terhadap Kepercayaan Muzakki Dalam Menyalurkan Zakat Pada Baznas Provinsi Riau . Economics, Accounting And Business Journal, 121-135.
Rizal, S., Abdullah , I. Sahrullah., Atika, N. L. (2022).Potensi Dan Efektifitas Pengelolaan Zakat Fitrah. Jurnal Ekonomi Dan Bisnis, 275-281.
Said, S., Badina, T., & Syahidah , S. (2020). Syi’ar Iqtishadi Pengaruh Kualitas Pelayanan Terhadap Loyalitas Muzakki Melalui Kepuasan Muzakki Sebagai Variabel Intervening Pada Badan Amil Zakat Nasional (Baznas) Kota Serang . Journal Of Islamic Economics, Finance And Banking , 1-13.
Samsul Rizal, I. A., Rizal, S., Abdullah , I., Violin, V., & Wardania, E. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah. Jurnal Ekonomi Dan Bisnis, 25-33.
Suharli, & Bahariska. (2021). Pengaruh Kualitas Pelayanan Terhadap Keputusan Muzakki Menjadi Nasabah Di BAZNAS Kota Makassar. Jurnal Kajian Ekonomi Syariah, 1-26.
Sutomo, Najib, M., & Djohar, S. (2017). Pengaruh Kualitas Pelayanan Lembaga Amil Zakat (Laz) Terhadap Kepuasan Dan Loyalitas Muzakki (Studi Kasus Laz Pkpu Yogyakarta). Jurnal Aplikasi Bisnis dan Manajemen, 59-70.
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet.
Sugiyono. 2011. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet
Tempo.co.(2022, 26 Juli). Ini Fakta Kasus ACT Hingga Petinggi Jadi Tersangka.Diakses 13 Agustus 2022. Dari https://nasional.tempo.co/read/1615828/ini-fakta-perjalanan-kasus-act-
Tempo.co.(2022, 29 Juli).4 Tersangka Kasus ACT Resmi Ditahan Malam Ini. Diakses pada 13 Agustus 2022, dari https://nasional.tempo.co/read/1617247/4-tersangka-kasus-act-resmi-ditahan-malam-ini
Downloads
Published
Issue
Section
License
Authors who publish with Jurnal Ilmu Manajemen Profitability agree to the following terms:
Copyright of the articles remains with the authors.
Authors grant the journal the right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial 4.0 International License (CC BY-NC 4.0). This license allows others to:
Share (copy and redistribute the material in any medium or format)
Adapt (remix, transform, and build upon the material)
as long as they give appropriate credit to the original author(s) and source, provide a link to the license, and indicate if changes were made. Non-commercial use only.
Authors are permitted to:
Distribute their published work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
Enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to a class website or institutional archive).
For permissions to use the content published in this journal beyond the scope of the license (e.g., commercial purposes), please contact the editorial office via the journal email.
License Details:
This journal is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License (CC BY-NC 4.0).