INCREASE MUZAKI LOYALTY TO THE ZAKAT, INFAQ, AND SHADAQAH MUHAMMADIYAH INSTITUTIONS IN INDONESIA
DOI:
https://doi.org/10.31933/dijms.v2i2.577Keywords:
Service Quality, Trust, LoyaltyAbstract
This research aims to prove and analyze the increase in muzaki loyalty through muzaki trust as an intervening variable. The object of this research was the zakat, infaq, and shadaqah Muhammadiyah institutions (LAZISMU) with the analysis unit of Muzaki in DKI Jakarta. The research method used is descriptive and explanatory survey with a minimum sample of 200 respondents, with the data analysis method used was the Structural Equation Model (SEM). The results showed that the quality of service directly had a positive and significant effect on the trust and loyalty of muzaki; muzaki trust has a positive and significant effect on muzaki loyalty; service quality indirectly through muzaki trust has a positive and significant effect on muzaki loyalty; and service quality and muzaki trust simultaneously have a positive and significant effect on muzaki loyalty with a contribution (R2) of 65%. Other findings from this study indicate that muzaki trust is a partial intervening variable on the effect of service quality on muzaki loyalty
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Chu, P. Y., Lee, G. Y., & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality, 40(8), 1271–1284. https://doi.org/10.2224/sbp.2012.40.8.1271
Gummesson, E. (2007). Exit <I>services</I> marketing - enter <I>service</I> marketing. Journal of Customer Behaviour, 6(2), 113–141. https://doi.org/10.1362/147539207x223357
Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R. E. (2010). Multivariate Data Analysis. Seventh Edition. Prentice Hall. Exploratory Data Analysis in Business and Economics. https://doi.org/10.1007/978-3-319-01517-0_3
Hayati, N. (2011). The effect of customer satisfaction , customer trust on custromer loyalty of the card users of PT. Indosat tbk. The 1rd International Conference on INformation System for Business Competitiveness(ICISBC), (Yazid 2006), 91–100.
Hidayat, R., Akhmad, S., & Machmud, M. (2015). Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java. Al-Iqtishad: Journal of Islamic Economics, 7(2), 151–164. https://doi.org/10.15408/ijies.v7i2.1681
Jiao, J., Moudon, A. V., & Drewnowski, A. (2011). Grocery Shopping. Transportation Research Record: Journal of the Transportation Research Board, 2230(1), 85–95. https://doi.org/10.3141/2230-10
Nguyen, N., Leclerc, A., & LeBlanc, G. (2013). The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management, 6(1), 96–109. https://doi.org/10.4236/jssm.2013.61010
Oke, A. O., Kamolshotiros, P., Popoola, O. Y., Ajagbe, M. A., & Olujobi, O. J. (2016). Consumer behavior towards decision making and loyalty to particular brands. International Review of Management and Marketing, 6(4), 43–52.
Polyakova, O., & Mirza, M. (2015). Perceived service quality models: Are they still relevant? The Marketing Review, 15(1), 59–82. https://doi.org/10.1362/146934715x14267608178721
Rodgers, W., Negash, S., & Suk, K. (2005). The moderating effect of on-line experience on the antecedents and consequences of on-line satisfaction. Psychology and Marketing, 22(4), 313–331. https://doi.org/10.1002/mar.20061
Setiawan, H., & Sayuti, A. J. (2017). Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia. IOSR Journal of Business and Management, 19(5), 31–40. https://doi.org/10.9790/487x-1905033140
Sundaram, V., Ramkumar, D., & Shankar, P. (2017). Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business. Kinerja, 21(1), 48. https://doi.org/10.24002/kinerja.v21i1.1034
Upamannyu, N. K., & Bhakar, S. S. (2014). Effect of Customer Satisfaction on Brand Image & Loyalty Intention?: A Study of Cosmetic Product. International Journal of Research in Business and Technology, 4(1). https://doi.org/10.17722/ijrbt.v4i1.179
Upamannyu, N. K., Gulati, C., Chack, A., & Kaur, G. (2015). The effect of customer trust on customer loyalty and repurchase intention: The moderating influence of perceived CSR. International Journal of Research in IT, Management and Engineering, 5(4), 1–31.
Utami, S. (2015). the Influence of Customers’ Trust on Customer Loyalty. International Journal of Economics, Commerce and Management United Kingdom, III(7), 638–653. Retrieved from http://ijecm.co.uk/
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Published
2020-11-05
How to Cite
Mahdar , N. (2020). INCREASE MUZAKI LOYALTY TO THE ZAKAT, INFAQ, AND SHADAQAH MUHAMMADIYAH INSTITUTIONS IN INDONESIA. Dinasti International Journal of Management Science, 2(2), 162–173. https://doi.org/10.31933/dijms.v2i2.577
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