PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS MUZAKKI DI AMIL ZAKAT DAERAH KABUPATEN CILACAP

Abstract

The purpose of this study is to analyze the effectiveness of service quality toward satisfaction and loyalty of muzakki , as well as the analyses of influence muzakkis’ satisfaction towards their loyalty in BAZNAS Cilacap. In this research, the researcher used 560 muzakki in BAZNAS Cilacap district. Determination of the number of samples used Slovin formula and obtained the total sample of 80 muzakki. Methods of data collection through questionnaires and documentation, analytical techniques used are simple regression analysis. The results showed that the influence of service toward the satisfaction of muzakki has a positive effect with the correlation of the results is 0.417, indicating that the quality of services provided by BAZNAS Cilacap is still low. Second, influence of service toward the trust of muzakki has a positive effect with results correlation is 0.371, indicating that the quality of services provided by BAZNAS Cilacap is still low and it is not felt by muzakki. And last, the influence of muzakkis’ satisfaction toward muzakkis’ loyalty has positive effect with the result is 0.467 indicating that muzakkis’ satisfaction and loyalty have not been felt by muzzakki in Cilacap