Hardisa, Dina (2024) Analisis Pelayanan dalam Upaya Menjaga Loyalitas Muzakki pada Lazismu Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Existing services at zakat institutions need to improve the quality of service to muzakki. Where this can affect muzakki's loyalty. Muzakki who are satisfied with the service tend to be more loyal and give their zakat loyally and give zakat regularly. This research was conducted at the Amil Zakat Infaq Shadaqah Muhammadiyah Institute (LAZISMU). The type of research is field research using qualitative descriptive methods and data collection techniques are observation, interviews and documentation. This interview was conducted with the branch head and several Lazismu muzakki. The formulation of the problem in this research is how to provide service in an effort to maintain loyalty to muzakki. Meanwhile, this research aims to analyze service quality in an effort to maintain muzakki loyalty, namely by analyzing service aspects including: Reliability, responsiveness, assurance, empathy, physical evidence. Results Research shows that Lazismu officers' ability to use technology for zakat services is considered good, with muzakki feeling satisfied with their professionalism and skills, especially in information technology and digital applications. The use of social media, websites and regular training is also effective in improving quality zakat services and demonstrate accuracy and thoroughness during the service process. Lazismu officers demonstrate alertness and speed in responding to muzakki's needs, and have sufficient knowledge to answer questions and resolve problems. Transparency in reports and payment method security increases muzakki's trust. The officers' empathy can be seen from the personal service and convenience provided, making muzakki feel appreciated. The physical appearance of the officers and adequate facilities also add to muzakki's comfort, although the physical facilities need to be improved. The suggestions given include improving physical facilities, further training for officers, always updating with current developments regarding digital services.

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