Service Quality and Donor Trust and Its Impact on Donor Loyalty (Survey at LAZ Synergy Foundation)

Eko Ruslamsyah, Agus Rahayu, Rida Rosida


Islamic Economics regulates development through instruments of Islamic development funds including zakat, infaq, and alms. But the collection of ZIS funds is still low compared to its potential. This research is designed to analyze the influence of service quality, donor’s trust in donor’s loyalty. The population of this study was donors at the Sinergi Foundation institution. The sampling technique used was purposive sampling quota sampling with a total sample of 100 people. In addition, it also uses path analysis to determine the relationship of influence between these variables. This study indicates that, First, service quality has a positive and significant effect on donor’s trust. Second, service quality does not have a positive and significant effect on donor’s loyalty. Third, donor trust has a positive and significant effect on donor loyalty. Fourth, service quality affects the loyalty of donors through trust in donors as an intervening variable.

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