Faktor-Faktor yang Mempengaruhi Loyalitas Muzakki dan Kepercayaan Sebagai Mediasi di LazisMu Cabang Suruh Kabupaten Semarang

Nur Huri  Mustofa; Dwi Suci Rahayu

doi:10.19105/iqtishadia.v9i1.5560

Nur Huri Mustofa Institut Agama Islam Negeri Salatiga
Dwi Suci Rahayu IAIN Salatiga

https://doi.org/10.19105/iqtishadia.v9i1.5560

Abstract views: 476 ,

PDF downloads: 586

Keywords: word of mouth, transparency, service quality, loyalty, trust

Abstract

Economic inequality in Indonesia is still relatively high as well as uneven welfare. Indonesia is a country where the majority of the population is Muslim. Besides that, Indonesia has several institutions that are devoted to empowering the community in reducing poverty, one of which is the LazisMu institution. There is still little awareness of the Muslim community to pay tithe in the LazisMu institution and there are still some people who do not understand the existence of the institution. By providing recommendations, information, and openness, the public can understand and be willing to donate to the institution. This study aims to determine the effect of word of mouth, transparency, and service quality of zakat management institutions on muzakki loyalty and muzakki trust as intervening variables. This type of research uses quantitative purposive sampling method, the sample used is 63 muzakki, data collected using a questionnaire processed with IBM SPSS 21. The results of this study indicate that Word of Mouth, Transparency, and Service Quality, have a significant positive effect on muzakki loyalty while the trust variable does not. significant positive effect on muzakki loyalty. And for the Intervening variable (Muzakki Trust) there is no mediating effect between Word of Mouth and Transparency on Muzakki Loyalty, but for service quality it has a mediating effect on Muzakki Loyalty.

Downloads

Download data is not yet available.

References

Dama, Hais. “PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH PADA BANK MANDIRI CABANG GORONTALO.” INOVASI 7, no. 2 (2010): 33–45.
Erwin, Erwin, and Tumpal J. R Sitinjak. KONTRIBUSI KUALITAS JASA, KEPERCAYAAN DAN KEPUASAN KONSUMEN DALAM MENCIPTAKAN LOYALITAS KONSUMEN. Jurnal Manajemen. Vol. 13, 2017. https://doi.org/10.30813/bmj.v13i2.916.
Ghozali, Imam. Aplikasi Analisis Multivariate Dengan Program IBM SPSS 21 Update PLS Regresi. Edited by Wawan Progress. 7th ed. Semarang: Universitas Diponegoro, 2013.
Haryoko, Ugeng Budi, and Rahma Dina. “Pengaruh Kualitas Pelayanan Terhadap Loyalitas Donatur Pada Yayasan Yatim Indonesia Cabang Graha Raya Bintaro.” Jurnal Pemasaran Kompetitif 2, no. 3 (2019): 30–42. https://doi.org/10.32493/jpkpk.v2i3.2828.
Hasrina, Cut Delsie, Yusri Yusri, and Dwi Rianda Agusti Sy Sy. “Pengaruh Akuntabilitas Dan Transparansi Lembaga Zakat Terhadap Tingkat Kepercayaan Muzakki Dalam Membayar Zakat Di Baitul Mal Kota Banda Aceh.” Jurnal Humaniora 2, no. 1 (2018): 1–9. https://doi.org/10.30601/humaniora.v2i1.48.
Hatta, Iha Haryani, and Setiarini. “Pengaruh Word Of Mouth Dan Switching Cost Terhadap Keputusan Pembelian Dan Loyalitas.” Jurnal Ilmiah Manajemen Dan Bisnis 19, no. 1 (2018): 32–40. https://doi.org/10.30596/jimb.v19i1.1728.
Iskanda, Annisa, Edwin Rizal, and Evi Rosfiantika. “Pengelolaan Informasi Di Pusat Data Redaksi Dan Pengembangan Program Harian Umum Pikiran Rakyat Bandung.” EJurnal Mahasiswa Universitas Padjadjaran 1, no. 1 (2012): 1–10.
Joesyiana, Kiki. “Pengaruh Word Of Mouth Terhadap Keputusan Pembelian Konsumen Pada Media Online Shop Shopee Di Pekabaru (Survey Pada Mahasiswa Semester VII Jurusan Pendidikan Akuntansi Fakultas Keguruan Dan Ilmu Pendidikan Universitas Islam Riau).” Valuta 4, no. 1 (2018): 71–85.
Kumaralalita, Hanindyta Khansa, and Rah Utami Nugrahani. “Pengaruh Negatif E-Wom Terhadap Kepercayaan Merek Telkomsel Flash.” Ettisal Journal of Communication 2, no. 2 (2017): 8.
Laely, Nur. “Analisis Pengaruh Kepercayaan Dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada PT. Telkomsel Di Kota Kediri.” Ilmu Ekonomi & Manajemen 3, no. 2 (2016): 61–74.
Lapasiang, Denis, Silcyljeova Moniharapon, and Sjendry Loindong. “Pengaruh Kepercayaan Dan Komitmen Terhadap Loyalitas Nasabah Pada PT. Pegadaian (PERSERO) Cabang Karombasan Manado.” Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi 5, no. 3 (2017): 3068–77. https://doi.org/10.35794/emba.v5i3.17371.
Nasution, Juliana. “Inovasi Pengelolaan Zakat Profesi Dan Pengaruhnya Terhadap Minat Berzakat Di Dompet Dhuafa Waspada.” J-EBIS 4(1), no. 1 (2019): 83–99.
Nurhadi, and Asriel Azis. “Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Dan Kesetiaan Konsumen.” Jurnal Economia 14, no. 1 (2018): 89–98.
Oliviana, Melias, Lisbeth Mananeke, and Christoffel Mintardjo. “PENGARUH BRAND IMAGE DAN WOM (WORD OF MOUTH) TERHADAP LOYALITAS KONSUMEN PADA RM.DAHSYAT WANEA THE INFLUENCE OF BRAND IMAGE AND WOM (WORD OF MOUTH) ON CUSTOMER LOYALTY IN RM.DAHSYAT WANEA.” EMBA 5, no. 2 (2017): 1081–92.
Prabhata, Indra. “PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK KREDIT UKM TERHADAP LOYALITAS NASABAH PT BPR KERTA RAHARJA BANDUNG.” Ilmiah Ilmu Administrasi 9, no. 01 (2017): 145–53.
Pramana, I Gede Yogi, and Ni Made Rastini. “Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Nasabah Dan Loyalitas Nasabah Bank Mandiri Cabang Veteran Denpasar Bali.” E-Jurnal Manajemen Unud 5, no. 1 (2016): 706–33.
Saputra, Indra, Ida Bagus, Alit Suryani, and I Ketut Nurcahya. “Pengaruh Relasi Konsumen Dan Word of Mouth Terhadap Loyalitas Nasabah Bank BPD Bali Cabang Badung.” E-Jurnal Manajemen Universitas Udayana 4, no. 3 (2015): 255137.
Tumbel, Altje. “Pengaruh Kepercayaan Dan Kepuasan Terhadaployalitas Nasabah Pada PT Bank BTPN Mitra Usaha Rakyat Cabang Amurang Kabupaten Minahasa Selatan.” Jurnal LPPM Bidang EkoSosBudKum 3, no. 1 (2016): 64–79.
Yuliafitri, Indri, and Asma Nur Khoiriyah. “Pengaruh Kepuasan Muzakki, Transparansi Dan Akuntabilitas Pada Lembaga Amil Zakat Terhadap Loyalitas Muzakki (Studi Presepsi Pada LAZ Rumah Zakat).” Ekonomi Islam 7, no. 2 (2016): 205–18. http://e-journal.uajy.ac.id/4795/1/Artikel .pdf.