Urgensi Kualitas Pelayanan Distribusi Zakat Produktif Terhadap Kepuasan Mustahiq
DOI:
https://doi.org/10.24090/ej.v9i2.5273Keywords:
Service Quality, Satisfaction, Distribution, Productive Zakat, MustahiqAbstract
Productive zakat is something that can support productivity for the economy and mustahiq life. Mustahiq satisfaction in getting productive zakat is a reflection of the success of the service. This study aims to analyze the effect of the quality of productive zakat distribution services on mustahiq satisfaction at the national zakat agency (NZA) Bengkalis district. This study was built using a quantitative descriptive method based on primary and secondary data in questionnaires, documentation, and literature studies. The total population of productive zakat mustahiq at the NZA Bengkalis regency is 327 people. Sampling used random sampling with a total sample of 77 people. Data were analyzed using simple linear regression, previously tested using validity, reliability, and normality tests. This study indicates that the quality of productive zakat distribution services has urgency in creating satisfaction for mustahiq, with evidence that the quality of productive zakat distribution services has a positive and significant effect on mustahiq satisfaction. This study contributes to NZA Bengkalis regency in improving service quality and satisfaction of productive zakat mustahiq.References
Afthanorhan, A., Foziah, H., Rusli, R., & Khalid, S. (2019). The effect of service quality on customer satisfaction in three campuses of UniSZA. International Journal of Innovation, Creativity and Change, 7(10), 42–56. Retrieved from https://www.ijicc.net/images/vol7iss10/71004_Afthanorhan_2019_E_R.pdf
Akbar, F. H., Ulfah, U., & Maretta, Y. A. (2020). The effect of health services quality on satisfaction and loyalty in West Sulawesi Province, Indonesia. Open Access Macedonian Journal of Medical Sciences, 8(D), 150–157. https://doi.org/10.3889/oamjms.2020.4290
Al Idrus, S., Abdussakir, A., Djakfar, M., & Al Idrus, S. (2021). The Effect of Product Knowledge and Service Quality on Customer Satisfaction. Journal of Asian Finance, Economics and Business, 8(1), 927–938. https://doi.org/10.13106/jafeb.2021.vol8.no1.927
Alam, M. J. (2021). Effects of service quality on satisfaction in Eastern University Library, Bangladesh. IFLA Journal, 47(2), 209–222. https://doi.org/10.1177/0340035220959099
Alamgir Hossain, M., Yesmin, M. N., Jahan, N., & Kim, M. (2021). Effects of service justice, quality, social influence and corporate image on service satisfaction and customer loyalty: Moderating effect of bank ownership. Sustainability (Switzerland), 13(13), 1–13. https://doi.org/10.3390/su13137404
Alvianna, S. (2017). Analisis Pengaruh Harga, Produk, Dan Kualitas Layanan Terhadap Kepuasan Wisatawan Di Taman Wisata Air Wendit Kabupaten Malang. Jurnal Pariwisata Pesona, 2(1), 1–12. https://doi.org/10.26905/jpp.v2i1.1263
Anwar, A. T. (2018). Zakat Produktif Untuk Pemberdayaan Ekonomi Umat. ZISWAF: Jurnal Zakat Dan Wakaf, 5(1), 41–62. https://doi.org/10.21043/ziswaf.v5i1.3508
Aslam, W., Tariq, A., & Arif, I. (2019). The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis. Global Business Review, 20(5), 1155–1178. https://doi.org/10.1177/0972150919846965
Atabik, A. (2015). Manajemen Pengelolaan Zakat Yang Efektif Di Era Kontemporer. Ziswaf: Jurnal Zakat Dan Wakaf, 2(1), 40–62. Retrieved from https://journal.iainkudus.ac.id/index.php/Ziswaf/article/view/1535
Balinado, J. R., Prasetyo, Y. T., Young, M. N., Persada, S. F., Miraja, B. A., & Redi, A. A. N. P. (2021). The effect of service quality on customer satisfaction in an automotive after-sales service. Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 1–12. https://doi.org/10.3390/joitmc7020116
Biswas, B., & Roy, S. K. (2020). Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation. PLoS ONE, 15(12), 1–14. https://doi.org/10.1371/journal.pone.0244609
Budiarti, A. (2011). Pengaruh Kualitas Layanan Dan Penanganan Keluhan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Umum Syariah Di Surabaya. Ekuitas (Jurnal Ekonomi Dan Keuangan), 15(2), 210–231. https://doi.org/10.24034/j25485024.y2011.v15.i2.229
Dewi, D., Hajadi, F., Handranata, Y. W., & Herlina, M. G. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain Supply Chain Management, 9(3), 631–636. https://doi.org/10.5267/j.uscm.2021.5.007
Edinger, S. K., & Edinger, M. J. (2018). Improving Teacher Job Satisfaction: The Roles of Social Capital, Teacher Efficacy, and Support. The Journal of Psychology, 152(8), 573–593. https://doi.org/10.1080/00223980.2018.1489364
Ernawaty, E., Supriyanto, S., Krisbianto, K., & Visianti, V. (2020). The effect of hospital service quality on inpatient satisfaction in piru hospital. Journal of Health and Translational Medicine, 23(1), 155–162. Retrieved from https://jummec.um.edu.my/article/view/25843
Farida, T. (2017). Pengaruh Customer Relationship Management Dan Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Investor PT Danareksa Medan. Jurnal Ilmiah Manajemen Dan Bisnis, 17(1), 101–123. Retrieved from http://jurnal.umsu.ac.id/index.php/mbisnis/article/view/981
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008
Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269–289. https://doi.org/10.1108/JIMA-04-2017-0048
Heizmann, B., & Böhnke, P. (2019). Immigrant life satisfaction in Europe: the role of social and symbolic boundaries. Journal of Ethnic and Migration Studies, 45(7), 1027–1050. https://doi.org/10.1080/1369183X.2018.1438252
Hendarsyah, D. (2013). Pemanfaatan Zakat Online Baznas Bagi Muzaki. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 2(2), 485–512. https://doi.org/10.46367/iqtishaduna.v2i2.32
Hidayah, R. T., Tauwli, M. D. F., & Saefudin, N. (2020). The effects of mobile service quality and E-recovery service quality on e-satisfaction in bukalapak application users. International Journal of Psychosocial Rehabilitation, 24(2), 3087–3092. https://doi.org/10.37200/IJPR/V24I2/PR200613
Hilal, N., & Djatola, H. R. (2018). Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah dan Gethok Tular pada Bank Syariah di Kota Palu. J-MKLI (Jurnal Manajemen Dan Kearifan Lokal Indonesia), 2(1), 23–33. https://doi.org/10.26805/jmkli.v2i1.14
Ishak, K. (2012). Zakat Dalam Sistem Ekonomi Islam Sebuah Alternatif Dalam Peningkatan Kesejahteraan. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 1(1), 166–181. Retrieved from http://ejournal.stiesyariahbengkalis.ac.id/index.php/iqtishaduna/article/view/10
Islam, R., Ahmed, S., Rahman, M., & Asheq, A. Al. (2020). Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector. TQM Journal. https://doi.org/10.1108/TQM-05-2020-0119
Kang, M.-J. (2020). A study on the effect of service quality, consumer empathy and shopping value on curation commerce satisfaction. Journal of Distribution Science, 18(6), 5–14. https://doi.org/10.15722/jds.18.6.20206.5
Kumar, D., Govindarajo, N. S., & Khen, M. H. S. (2020). Effect of service quality on visitor satisfaction, destination image and destination loyalty – practical, theoretical and policy implications to avitourism. International Journal of Culture, Tourism, and Hospitality Research, 14(1), 83–101. https://doi.org/10.1108/IJCTHR-04-2019-0066
Lubis, A., Dalimunthe, R., Absah, Y., & Fawzeea, B. K. (2021). The Effect of Corporate Communication and Service Quality on Customer Loyalty and Satisfaction in Sharia Banking. Journal of Asian Finance, Economics and Business, 8(3), 1267–1274. https://doi.org/10.13106/jafeb.2021.vol8.no3.1267
Maharsi, A. R., Njotoprajitno, R. S., Hadianto, B., & Wiraatmaja, J. (2021). The Effect of Service Quality and Customer Satisfaction on Purchasing Intention: A Case Study in Indonesia. Journal of Asian Finance, Economics and Business, 8(4), 475–482. https://doi.org/10.13106/jafeb.2021.vol8.no4.0475
Mubarok, N. (2016). Pengaruh Dimensi Kualitas Layanan Kredit terhadap Kepuasan Debitur Usaha Mikro dan Kecil (UMK) pada Bank Tabungan Pensiunan Nasional. I-FINANCE: A Research Journal On Islamic Finance, 2(1), 86–98. Retrieved from http://jurnal.radenfatah.ac.id/index.php/I-Finance/article/view/1011
Mushaf. (2021). Al-Quran Online. Retrieved August 29, 2021, from mushaf.id website: https://www.mushaf.id/surat/at-taubah/
Mutmainnah, M. (2018). Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Manajemen Dan Pemasaran Jasa, 10(2), 201–216. https://doi.org/10.25105/jmpj.v10i2.2344
Nasrul, N. (2021). The effect of service quality, customer learning on corporate image, satisfaction, commitment, loyality, and customer savings interests and decisions: A study at government banks in Southeast Sulawesi. International Journal of Electronic Government Research, 17(2), 43–61. https://doi.org/10.4018/IJEGR.2021040103
Ndayisenga, J., & Tomoliyus, T. (2019). Effect of service quality and rates on satisfaction and loyalty of customer behavior at fitness. International Journal of Human Movement and Sports Sciences, 7(2), 25–32. https://doi.org/10.13189/saj.2019.070202
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91. https://doi.org/10.1016/j.ijhm.2019.102414
Owoyemi, M. Y. (2020). Zakat management: The crisis of confidence in zakat agencies and the legality of giving zakat directly to the poor. Journal of Islamic Accounting and Business Research, 11(2), 498–510. https://doi.org/10.1108/JIABR-07-2017-0097
Pandey, R., Ganatra, V., Jamnik, S., Goel, P., Goyal, P., Xuan, C. L., … Zen, L. J. (2021). An Empirical Study on Customer Satisfaction, Perception, and Brand Image in Starbucks Coffee in India, Asia. International Journal of Tourism and Hospitality in Asia Pasific, 4(1), 53–63. https://doi.org/10.32535/ijthap.v4i1.1021
Pawirosumarto, S. (2016). Pengaruh kualitas sistem, kualitas informasi, dan kualitas layanan terhadap kepuasan pengguna sistem e-learning. MIX: Jurnal Ilmiah Manajemen, 6(3), 416–433. Retrieved from https://journal.mercubuana.ac.id/index.php/Jurnal_Mix/article/view/1280
Pradeep, S., Vadakepat, V., & Rajasenan, D. (2020). The effect of service quality on customer satisfaction in fitness firms. Management Science Letters, 10(9), 2011–2020. https://doi.org/10.5267/j.msl.2020.2.011
Rahaman, M. A., Ali, M. J., Kejing, Z., Taru, R. D., & Mamoon, Z. R. (2020). Investigating the Effect of Service Quality on Bank Customers’ Satisfaction in Bangladesh. Journal of Asian Finance, Economics and Business, 7(10), 823–829. https://doi.org/10.13106/jafeb.2020.vol7.n10.823
Roh, T. H., & Choi, H. Y. (2019). Effect of service quality of domestic air ticket payment application on satisfaction and purchasing intention. Asia Life Sciences, (1), 539–549. Retrieved from https://www.scopus.com/inward/record.uri?eid=2-s2.0-85062658677&partnerID=40&md5=f2029cecb8ac32ffe14859f87542653b
Safradji, S. (2018). Zakat Konsumtif Dan Zakat Produktif. Tafhim Al-’Ilmi: Jurnal Pendidikan Dan Pemikiran Islam, 10(1), 59–66. https://doi.org/10.37459/tafhim.v10i1.3246
Saputra, H. (2020). Zakat Sebagai Sarana Bantuan Bagi Masyarakat Berdampak Covid-19. Al-Ijtima’i: International Journal of Government and Social Science, 5(2), 161–175. https://doi.org/10.22373/jai.v5i2.549
Setiawan, H. (2016). Pengaruh Kualitas Layanan, Persepsi Nilai dan Kepercayaan terhadap Kepuasan dan Loyalitas Pengguna Layanan Mobile Banking. Jurnal Keuangan Dan Perbankan, 20(3), 518–528. https://doi.org/10.26905/jkdp.v20i3.269
Shartykarini, S., Firdaus, R., & Rusniati, R. (2016). Pengaruh Harga, Kualitas Produk dan Kualitas Layanan Terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan (Studi Pengunjung Cafe di Banjarbaru). JWM (Jurnal Wawasan Manajemen), 4(1), 39–52. Retrieved from https://jwm.ulm.ac.id/id/index.php/jwm/article/view/76
Stephen, T. B., Abu, N. Z., Loy, C. K., & Belkhamza, Z. (2019). The effect of administrative service quality and lecturer’s teaching quality on students’ satisfaction in higher learning institutions in Kota Kinabalu, Sabah. International Journal of Innovation, Creativity and Change, 6(4), 260–376. Retrieved from https://www.ijicc.net/images/Vol6Iss4/6421_Stephen_2019_TD_R.pdf
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1), 1–17. https://doi.org/10.1080/23311975.2021.1937847
Tsurumi, T., & Managi, S. (2020). Health-related and non-health-related effects of PM2.5 on life satisfaction: Evidence from India, China and Japan. Economic Analysis and Policy, 67, 114–123. https://doi.org/10.1016/j.eap.2020.06.002
Wiyanto, W. (2016). Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Tinggi dan Rendah Nasabah di Bank Syari’ah Mandiri Cabang Salatiga. Muqtasid: Jurnal Ekonomi Dan Perbankan Syariah, 7(2), 117–135. https://doi.org/10.18326/muqtasid.v7i2.117-135
Xiao, Y., Ren, X., Zhang, P., & Ketlhoafetse, A. (2020). The effect of service quality on foreign participants’ satisfaction and behavioral intention with the 2016 Shanghai International Marathon. International Journal of Sports Marketing and Sponsorship, 21(1), 91–105. https://doi.org/10.1108/IJSMS-04-2019-0037
Yudhistira, P. G. A. (2019). The effect of service quality on online transportation customer satisfaction in denpasar city. International Journal of Recent Technology and Engineering (IJRTE), 8(2 Special Issue), 121–125. Retrieved from https://www.ijrte.org/wp-content/uploads/papers/v8i2S/B10180782S19.pdf
Akbar, F. H., Ulfah, U., & Maretta, Y. A. (2020). The effect of health services quality on satisfaction and loyalty in West Sulawesi Province, Indonesia. Open Access Macedonian Journal of Medical Sciences, 8(D), 150–157. https://doi.org/10.3889/oamjms.2020.4290
Al Idrus, S., Abdussakir, A., Djakfar, M., & Al Idrus, S. (2021). The Effect of Product Knowledge and Service Quality on Customer Satisfaction. Journal of Asian Finance, Economics and Business, 8(1), 927–938. https://doi.org/10.13106/jafeb.2021.vol8.no1.927
Alam, M. J. (2021). Effects of service quality on satisfaction in Eastern University Library, Bangladesh. IFLA Journal, 47(2), 209–222. https://doi.org/10.1177/0340035220959099
Alamgir Hossain, M., Yesmin, M. N., Jahan, N., & Kim, M. (2021). Effects of service justice, quality, social influence and corporate image on service satisfaction and customer loyalty: Moderating effect of bank ownership. Sustainability (Switzerland), 13(13), 1–13. https://doi.org/10.3390/su13137404
Alvianna, S. (2017). Analisis Pengaruh Harga, Produk, Dan Kualitas Layanan Terhadap Kepuasan Wisatawan Di Taman Wisata Air Wendit Kabupaten Malang. Jurnal Pariwisata Pesona, 2(1), 1–12. https://doi.org/10.26905/jpp.v2i1.1263
Anwar, A. T. (2018). Zakat Produktif Untuk Pemberdayaan Ekonomi Umat. ZISWAF: Jurnal Zakat Dan Wakaf, 5(1), 41–62. https://doi.org/10.21043/ziswaf.v5i1.3508
Aslam, W., Tariq, A., & Arif, I. (2019). The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis. Global Business Review, 20(5), 1155–1178. https://doi.org/10.1177/0972150919846965
Atabik, A. (2015). Manajemen Pengelolaan Zakat Yang Efektif Di Era Kontemporer. Ziswaf: Jurnal Zakat Dan Wakaf, 2(1), 40–62. Retrieved from https://journal.iainkudus.ac.id/index.php/Ziswaf/article/view/1535
Balinado, J. R., Prasetyo, Y. T., Young, M. N., Persada, S. F., Miraja, B. A., & Redi, A. A. N. P. (2021). The effect of service quality on customer satisfaction in an automotive after-sales service. Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 1–12. https://doi.org/10.3390/joitmc7020116
Biswas, B., & Roy, S. K. (2020). Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation. PLoS ONE, 15(12), 1–14. https://doi.org/10.1371/journal.pone.0244609
Budiarti, A. (2011). Pengaruh Kualitas Layanan Dan Penanganan Keluhan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Umum Syariah Di Surabaya. Ekuitas (Jurnal Ekonomi Dan Keuangan), 15(2), 210–231. https://doi.org/10.24034/j25485024.y2011.v15.i2.229
Dewi, D., Hajadi, F., Handranata, Y. W., & Herlina, M. G. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain Supply Chain Management, 9(3), 631–636. https://doi.org/10.5267/j.uscm.2021.5.007
Edinger, S. K., & Edinger, M. J. (2018). Improving Teacher Job Satisfaction: The Roles of Social Capital, Teacher Efficacy, and Support. The Journal of Psychology, 152(8), 573–593. https://doi.org/10.1080/00223980.2018.1489364
Ernawaty, E., Supriyanto, S., Krisbianto, K., & Visianti, V. (2020). The effect of hospital service quality on inpatient satisfaction in piru hospital. Journal of Health and Translational Medicine, 23(1), 155–162. Retrieved from https://jummec.um.edu.my/article/view/25843
Farida, T. (2017). Pengaruh Customer Relationship Management Dan Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Investor PT Danareksa Medan. Jurnal Ilmiah Manajemen Dan Bisnis, 17(1), 101–123. Retrieved from http://jurnal.umsu.ac.id/index.php/mbisnis/article/view/981
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008
Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269–289. https://doi.org/10.1108/JIMA-04-2017-0048
Heizmann, B., & Böhnke, P. (2019). Immigrant life satisfaction in Europe: the role of social and symbolic boundaries. Journal of Ethnic and Migration Studies, 45(7), 1027–1050. https://doi.org/10.1080/1369183X.2018.1438252
Hendarsyah, D. (2013). Pemanfaatan Zakat Online Baznas Bagi Muzaki. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 2(2), 485–512. https://doi.org/10.46367/iqtishaduna.v2i2.32
Hidayah, R. T., Tauwli, M. D. F., & Saefudin, N. (2020). The effects of mobile service quality and E-recovery service quality on e-satisfaction in bukalapak application users. International Journal of Psychosocial Rehabilitation, 24(2), 3087–3092. https://doi.org/10.37200/IJPR/V24I2/PR200613
Hilal, N., & Djatola, H. R. (2018). Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah dan Gethok Tular pada Bank Syariah di Kota Palu. J-MKLI (Jurnal Manajemen Dan Kearifan Lokal Indonesia), 2(1), 23–33. https://doi.org/10.26805/jmkli.v2i1.14
Ishak, K. (2012). Zakat Dalam Sistem Ekonomi Islam Sebuah Alternatif Dalam Peningkatan Kesejahteraan. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 1(1), 166–181. Retrieved from http://ejournal.stiesyariahbengkalis.ac.id/index.php/iqtishaduna/article/view/10
Islam, R., Ahmed, S., Rahman, M., & Asheq, A. Al. (2020). Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector. TQM Journal. https://doi.org/10.1108/TQM-05-2020-0119
Kang, M.-J. (2020). A study on the effect of service quality, consumer empathy and shopping value on curation commerce satisfaction. Journal of Distribution Science, 18(6), 5–14. https://doi.org/10.15722/jds.18.6.20206.5
Kumar, D., Govindarajo, N. S., & Khen, M. H. S. (2020). Effect of service quality on visitor satisfaction, destination image and destination loyalty – practical, theoretical and policy implications to avitourism. International Journal of Culture, Tourism, and Hospitality Research, 14(1), 83–101. https://doi.org/10.1108/IJCTHR-04-2019-0066
Lubis, A., Dalimunthe, R., Absah, Y., & Fawzeea, B. K. (2021). The Effect of Corporate Communication and Service Quality on Customer Loyalty and Satisfaction in Sharia Banking. Journal of Asian Finance, Economics and Business, 8(3), 1267–1274. https://doi.org/10.13106/jafeb.2021.vol8.no3.1267
Maharsi, A. R., Njotoprajitno, R. S., Hadianto, B., & Wiraatmaja, J. (2021). The Effect of Service Quality and Customer Satisfaction on Purchasing Intention: A Case Study in Indonesia. Journal of Asian Finance, Economics and Business, 8(4), 475–482. https://doi.org/10.13106/jafeb.2021.vol8.no4.0475
Mubarok, N. (2016). Pengaruh Dimensi Kualitas Layanan Kredit terhadap Kepuasan Debitur Usaha Mikro dan Kecil (UMK) pada Bank Tabungan Pensiunan Nasional. I-FINANCE: A Research Journal On Islamic Finance, 2(1), 86–98. Retrieved from http://jurnal.radenfatah.ac.id/index.php/I-Finance/article/view/1011
Mushaf. (2021). Al-Quran Online. Retrieved August 29, 2021, from mushaf.id website: https://www.mushaf.id/surat/at-taubah/
Mutmainnah, M. (2018). Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Manajemen Dan Pemasaran Jasa, 10(2), 201–216. https://doi.org/10.25105/jmpj.v10i2.2344
Nasrul, N. (2021). The effect of service quality, customer learning on corporate image, satisfaction, commitment, loyality, and customer savings interests and decisions: A study at government banks in Southeast Sulawesi. International Journal of Electronic Government Research, 17(2), 43–61. https://doi.org/10.4018/IJEGR.2021040103
Ndayisenga, J., & Tomoliyus, T. (2019). Effect of service quality and rates on satisfaction and loyalty of customer behavior at fitness. International Journal of Human Movement and Sports Sciences, 7(2), 25–32. https://doi.org/10.13189/saj.2019.070202
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91. https://doi.org/10.1016/j.ijhm.2019.102414
Owoyemi, M. Y. (2020). Zakat management: The crisis of confidence in zakat agencies and the legality of giving zakat directly to the poor. Journal of Islamic Accounting and Business Research, 11(2), 498–510. https://doi.org/10.1108/JIABR-07-2017-0097
Pandey, R., Ganatra, V., Jamnik, S., Goel, P., Goyal, P., Xuan, C. L., … Zen, L. J. (2021). An Empirical Study on Customer Satisfaction, Perception, and Brand Image in Starbucks Coffee in India, Asia. International Journal of Tourism and Hospitality in Asia Pasific, 4(1), 53–63. https://doi.org/10.32535/ijthap.v4i1.1021
Pawirosumarto, S. (2016). Pengaruh kualitas sistem, kualitas informasi, dan kualitas layanan terhadap kepuasan pengguna sistem e-learning. MIX: Jurnal Ilmiah Manajemen, 6(3), 416–433. Retrieved from https://journal.mercubuana.ac.id/index.php/Jurnal_Mix/article/view/1280
Pradeep, S., Vadakepat, V., & Rajasenan, D. (2020). The effect of service quality on customer satisfaction in fitness firms. Management Science Letters, 10(9), 2011–2020. https://doi.org/10.5267/j.msl.2020.2.011
Rahaman, M. A., Ali, M. J., Kejing, Z., Taru, R. D., & Mamoon, Z. R. (2020). Investigating the Effect of Service Quality on Bank Customers’ Satisfaction in Bangladesh. Journal of Asian Finance, Economics and Business, 7(10), 823–829. https://doi.org/10.13106/jafeb.2020.vol7.n10.823
Roh, T. H., & Choi, H. Y. (2019). Effect of service quality of domestic air ticket payment application on satisfaction and purchasing intention. Asia Life Sciences, (1), 539–549. Retrieved from https://www.scopus.com/inward/record.uri?eid=2-s2.0-85062658677&partnerID=40&md5=f2029cecb8ac32ffe14859f87542653b
Safradji, S. (2018). Zakat Konsumtif Dan Zakat Produktif. Tafhim Al-’Ilmi: Jurnal Pendidikan Dan Pemikiran Islam, 10(1), 59–66. https://doi.org/10.37459/tafhim.v10i1.3246
Saputra, H. (2020). Zakat Sebagai Sarana Bantuan Bagi Masyarakat Berdampak Covid-19. Al-Ijtima’i: International Journal of Government and Social Science, 5(2), 161–175. https://doi.org/10.22373/jai.v5i2.549
Setiawan, H. (2016). Pengaruh Kualitas Layanan, Persepsi Nilai dan Kepercayaan terhadap Kepuasan dan Loyalitas Pengguna Layanan Mobile Banking. Jurnal Keuangan Dan Perbankan, 20(3), 518–528. https://doi.org/10.26905/jkdp.v20i3.269
Shartykarini, S., Firdaus, R., & Rusniati, R. (2016). Pengaruh Harga, Kualitas Produk dan Kualitas Layanan Terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan (Studi Pengunjung Cafe di Banjarbaru). JWM (Jurnal Wawasan Manajemen), 4(1), 39–52. Retrieved from https://jwm.ulm.ac.id/id/index.php/jwm/article/view/76
Stephen, T. B., Abu, N. Z., Loy, C. K., & Belkhamza, Z. (2019). The effect of administrative service quality and lecturer’s teaching quality on students’ satisfaction in higher learning institutions in Kota Kinabalu, Sabah. International Journal of Innovation, Creativity and Change, 6(4), 260–376. Retrieved from https://www.ijicc.net/images/Vol6Iss4/6421_Stephen_2019_TD_R.pdf
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1), 1–17. https://doi.org/10.1080/23311975.2021.1937847
Tsurumi, T., & Managi, S. (2020). Health-related and non-health-related effects of PM2.5 on life satisfaction: Evidence from India, China and Japan. Economic Analysis and Policy, 67, 114–123. https://doi.org/10.1016/j.eap.2020.06.002
Wiyanto, W. (2016). Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Tinggi dan Rendah Nasabah di Bank Syari’ah Mandiri Cabang Salatiga. Muqtasid: Jurnal Ekonomi Dan Perbankan Syariah, 7(2), 117–135. https://doi.org/10.18326/muqtasid.v7i2.117-135
Xiao, Y., Ren, X., Zhang, P., & Ketlhoafetse, A. (2020). The effect of service quality on foreign participants’ satisfaction and behavioral intention with the 2016 Shanghai International Marathon. International Journal of Sports Marketing and Sponsorship, 21(1), 91–105. https://doi.org/10.1108/IJSMS-04-2019-0037
Yudhistira, P. G. A. (2019). The effect of service quality on online transportation customer satisfaction in denpasar city. International Journal of Recent Technology and Engineering (IJRTE), 8(2 Special Issue), 121–125. Retrieved from https://www.ijrte.org/wp-content/uploads/papers/v8i2S/B10180782S19.pdf
Downloads
Published
2021-11-10
How to Cite
Mehilda, S., Meliyana, M., & Hendarsyah, D. (2021). Urgensi Kualitas Pelayanan Distribusi Zakat Produktif Terhadap Kepuasan Mustahiq. El-Jizya : Jurnal Ekonomi Islam, 9(2), 114–126. https://doi.org/10.24090/ej.v9i2.5273
Issue
Section
Articles
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to 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 an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).