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

Abstract

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 or influence between these variables. The results of this study indicate 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’s 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.