Pengaruh Kualitas Layanan terhadap Loyalitas Melalui Variabel Kepuasan pada Lembaga Amil Zakat (Studi pada Baituzzakah Pertamina Kantor Pusat) The Effect of Service Quality on Loyalty through Satisfaction Variables at the Amil Zakat Institution (Study at Baituzzakah Pertamina Head Office)
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Published:
Apr 30, 2018
Keywords:
Service Quality, Satisfaction, Loyalty, BAZMA
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Abstract
The purpose of this study was to determine the effect of service quality on customer loyalty through satisfaction variable in BAZMA Pertamina Office. Respondents were muzaki who distribute their zakah, infaq and shodaqoh through BAZMA. Total respondents 130 muzaki using purposive sampling, analysis using Structural Equation Modeling (SEM) with AMOS program. Results of this research, Service quality has positive effect and significant on satisfaction muzaki. Satisfaction has positif effect and significant on loyalty muzaki. Service quality has negative effect and not significant on loyalty muzaki.
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Copyright (c) 2018 Nurul Musqari, Nurul Huda
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Akhtar, Asif dan Zaheer, Asma. 2014. Service Quality Dimensions of Islamic Banks: A Scale Development Approach. Global Journal of Management and Business Research: A Administration and Management, Vol. 14 Issue 5 Version 1.0 Year 2014.
Ariyani, Dwi dan Rosinta, Febrina. 2010. Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam membentuk Loyalitas Pelanggan, Jurnal Ilmu Administrasi dan Organisasi, Mei-Agus 2010, hlm 114-126, Volume 17, Nomor 2
Gaurav, Kunal. 2013. Impact of Relationship Marketing and Perceiving Service Quality on Customer Loyalty: An Agenda for Inquiry. The International Journal of Management. Vol. 2.
Hair, J. F. Jr. Black, W.C., Babin, B.J. Anderson, R.E., dan Tatham, R.L. 2006. Multivariate data analysis (6th ed.) New Jersey: Prentice Hall. --------------------------. 2010. Multivariate data analysis (7th edition) New Jersey: Prentice Hall.
Hidayat, Rachmad dan Akhmad, Sabarudin. 2015. The Influence of Service Quality, religious commitment and trust on the customer’s satisfaction and loyalty and decision to do the transaction in Mandiri Sharia Bank of Jawatimur. Journal IAIN Gorontalo, Al-Ulum, Vol. 15 No. 1, pp. 57-90. --------------------------. 2010. Multivariate data analysis (7th edition) New Jersey: Prentice Hall.
Huda, Nurul., Novarini, Yosi Mardoni, Citra Permata Sari. 2015. Zakat Perspektif Mikro-Makro Pendekatan Riset. Cetakan ke-1. Jakarta. Prenadamedia Group.
Khan, Inamullah. 2012. Impact of Customer Satisfaction and Customer Retention on Customer Loyalty. International Journal of Scientific & Technology Research, Vol. 1.
Kotler, Philip. 2003. Marketing Management (11st ed.). New Jersey: Prentice Hall. Lusiati, Marte. 2010. Pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas muzaki lembaga amil zakat dan social Nurul islam amanah batam. Tugas akhir Program Magister (TAPM). Program Pascasarjana. Jakarta: Universitas Terbuka.
Mintarti, Nana. 2011, Membangun kepercayaan public dan kapasitas pengelolaan zakat di Indonesia, Artikel posted April 13th, 2011.
Mosahab, Rahim, Mahamad, Osman dan Ramayah T. 2010. Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. International Business Research, Vol. 3 No. 4. Oliver, R.L. 1997. Satisfaction: A behavioral perspective on the customer. New York: McGraw-Hill Inc.
Othman, Abdul Qawi & Owen, Lynn. 2001. “Adopting and measuring customer service quality in Islamic banks: A case study in Kuwait finance house”. International Journal of Islamic Financial Services, Vol. 3, No. 1.
Parasuraman, A., Berry, L., and Zeithaml, V. 1991. Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30 (3), 335-64.
Pranowo, DS, Haryono AT, dan Warso, Moh Mukeri. 2016. “Pengaruh Relationship Marketing terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai variabel intervening (Studi empiris pada BMT Bina Umat Sejahtera Lasem)”. Journal of Management, Vol.02 No. 02, Maret 2016
Putra, R.P., Herianingrum S., 2014. “Pengaruh Kualitas Pelayanan Islami terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya”. Jurnal JESTT, Vol. 1 No. 9 September 2014.
Qomariah, Nurul. 2012. “Pengaruh Kualitas Layanan dan Citra Institusi terhadap kepuasan dan loyalitas pelanggan (Studi pada Universitas Muhammadiyah di Jawa Timur)”, Jurnal Aplikasi Manajemen, Volume 10 Nomor 11 Maret 2012.
Rachmatiwi, O. D., Fauzi A., Hidayat K. 2015. “Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Pelanggan. (Survey pada nasabah tabungan PT. Bank mandiri Persero Tbk Kantor Cabang Kota Batu)”. Jurnal Administrasi Bisnis (JAB,) Vol. 29 No. 1 Desember 2015.
Setiawan, H., Minarsih MM, Fathoni A. 2016. “Pengaruh Kualitas Produk, Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Nasabah dan Loyalitas Nasabah dengan Kepuasan sebagai variavel Intervening. (Studi Kasus pada Nasabah Koperasi Rejo Agung Sukses Cabang Ngaliyan)”. Journal of Management, Volume 2 No. 2 Maret 2016
Susetiyana, Harmawan. 2009. “Analisis loyalitas pelanggan pada industry airfreight forwarder dengan menggunakan structural equation modeling”. Tesis. Fakultas Teknik. Program Studi Teknik Industri. Jakarta: Universitas Indonesia.
Wibisono, Yusuf. 2015. Mengelola Zakat Indonesia. Cetakan ke-1. Jakarta. Prenadamedia Group.
Zafar, Mohsin., Zafar, Sana., Asif. A, Hunjra, Ahmed Imran, Ahmad, H. Mushtaq. 2012. Service quality, customer satisfaction and loyalty: An empirical analysis of banking sector in Pakistan. Journal Information management and business review, Vo. 4, No. 3, pp. 159-167.