摘要：The zakat revenue achievement in Indonesia is always a topic among the government, humanitarian agencies and zakat institution. The zakat institution is required to have an innovative and creative program as well as improving the services quality to show the best condition, The healthy condition of the zakat institutions will attract muzakki (a person who is obliged to give the zakat) to contribute his/her fund through the institutions. The objectives of the research are to 1) analyze factors that influence the Muzakki’s level of satisfaction in the LAZ PKPU Yogyakarta services, 2) analyze the satisfaction level of the Muzakki for the LAZ PKPU Yogyakarta services, 3) analyze the Muzakki’s level of loyalty for the LAZ PKPU Yogyakarta services, 4) formulate a better strategy to increase the satisfaction service for the muzakki. The research is using questionnaires that are then analyzed using Structural Equation Method (SEM) and the Importance Performance Analysis (IPA). The result of the research shows that there are four dimensions i.e.; Compliance, Assurance, Reliability and Empathy have a significant effect on the satisfaction. The IPA analysis also shows that the zakat service performance needs to be increased and the muzakki’s complaint needs to be followed up quickly. The results also show that the muzakki’s satisfaction, shows the loyalty and satisfaction index value by 82.34% This means that the muzakki is satisfied with the service provided and the muzakki’s loyalty level is 84,7% is the sign that the muzakki loyalty to the LAZ PKPU Yogyakarta.
关键词：LAZ; kepuasan; loyalitas; SEM; IPA Downloads Download data is not yet available;PDF Published 2017;01;25 How to Cite Sutomo; S.; 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 (JABM) ; 3 (1); 59;https:;;doi.org;10.17358;jabm.3.1.59 More Citation Formats ACM ACS APA ABNT Chicago Harvard IEEE MLA Turabian Vancouver Download Citation Endnote;Zotero;Mendeley (RIS) BibTeX Issue Vol;3 No;1 (2017): JABM Vol;3 No;1; Januari 2017 Section Articles Make a Submission Citation Analysis
