Is Service Quality Matter for Zakat Institution? The Case of Productive Zakat Empowerment in Subang
Abstract
Productive zakat is an instrument aimed to alleviating economic challenges, particularly among micro-entrepreneurs. Despite its potential, limited research has assessed the effectiveness of this program from the direct perspective of beneficiaries. This study examines mustahik perceptions of service quality in BAZNAS Subang’s productive zakat program and identifies gaps between the expectations and the reality of Mustahik experiences. Unlike previous studies that emphasized program implementation or macroeconomic impacts, this study focuses on institutional service quality based on mustahik expectations and experiences. The data were analyzed through Wilcoxon Signed Rank tests and adopting the SERVQUAL framework comprising five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The Findings showed that there are greatest gaps of Reliability and Responsiveness. The implication of the study showed that it needs enhancement of effectiveness and sustainability of productive zakat programs.
References
Alam, Azhar. et. al. (2021). Evaluation of the LAZISMU Magetan Empowerment Program for Micro, Small and Medium Enterprises with a Cartesian Diagram Approach, Jurnal Al-Muzaraah, Vol. 9 No. 2.
Ambiyar dan Muharika. (2020). Metode Penelitian Evaluasi Program, Jakarta: Alfabeta.
Arifin, Zainal. (2019). Evaluasi Program Teori dan Praktek dalam Konteks Pendidikan dan Non Pendidikan, Bandung: PT Remaja Rosda Karya.
Cahyono, Dwi. et. al. (2022). Accounting Service Quality, CV Diva Pustaka.
Candra, Aulia S. (2018). Problematika Pendayagunaan Zakat Produktif di Baznas Jepara, Jurnal Bimas Islam, Vol. 11 No. 4.
Damanik, Khairuddin. et. al. (2022). Peran zakat dalam ekonomi mikro Islam: dampak pada kesejahteraan sosial Jurnal Ekonomi dan Perbankan Syariah.
Ester, et. al. (2022). Bukti Fisik Daya Tanggap dan Empati dalam Mempengaruhi Kepuasan Konsumen Studio Shutterkeep Jurnal Manajemen Ekonomi dan Bisnis.
Fadilatunnisyah, Filzah. et. al. (2024). Penggunaan uji wilcoxon signed rank test untuk menganalisis pengaruh tingkat motivasi belajar sebelum dan sesudah diterima di universitas impian, Indonesian Journal Of Education And Development Research, Vol, 2 No. 1.
Fornia, Mansur Hisam & Dina. (2024). Survei Kepuasan Muzakki Terhadap Kualitas Pelayanan BAZNAS Provinsi DKI Jakarta, Jurnal Ilmiah Ekonomi Islam, Vol, 10 no. 2, 2024, http://dx.doi.org/10.29040/jiei.v10i2.13377.
Haqiqi, Ulfah Majidah. et. al. (2023). Analisis terhadap efektivitas pendistribusian dana Zakat bagi kesejahteraan mustahik, Jurnal Muemala, Vol 1 No 1. (2023. https://doi.org/10.61341/mueamala/v1i1.001
Khotimah, Umi Khusnul. (2020). Filantropi Zakat: Solusi Stabilitas Ekonomi Syariah di Tengah Pandemi Covid-19 Jurnal al-Mizan Vol. 4 No.2.
Al-Mubarok, Taufique. (2015). The Maqasid of Zakat and Wakaf and Their Roles in Inclusive Finance Islam and Civilation Renewal.
Musyfiqa dan Hendra Kholid. (2024). Pengelolaan Pendayagunaan Zakat dalam Meningkatkan Mustahik Menjadi Muzakki di BAZNAS Tangerang Selatan Jurnal al-Mi’thoa, Vol.2,No.2.
Nugraha. Gloriana dan Jaka. (2022). Analisis Kualitas Pelayanan Menggunakan Metode Sevqual: Studi Kasus Perpustakaan Unesa Jurnal Pendidikan Admistrasi Perkantoran Vol.10 No. 3.
Qadir. Abdurrahman. (1998). Zakat dalam Dimensi materi dan sosial, Jakarta: Raja Grafindo.
al-Qarāḍawi, Yusuf. (1991). Fiqh Zakat, jIlId. 1. Beirut: Muassasah ar Risalah.
Rapindo, et. al. (2021). Pengaruh Akuntabilitas Transparansi dan Kualitas Pelayanan Terhadap Kepercayaan Muzakki JurnalEconomics Accounting and Business.
Said Insya Mustafa. (2015). Zakat produktif dan penanggulangan kemiskinan melalui pemberdayaan usaha mikro rakyat, Malang: Media Nusa Creative.
Sukarsih, Apriliana. (2022). Analisis Kualitas Layanan pada CV: Singaoyudho Nusantara, Jurnal Meneksi.
Yulianti, Muzayyanah dan Heni. (2020). Mustahik Zakat dalam Islam’ Jurnal al-Mizan Vol. 4 No.1.
Artikel terkait kasus Pelayanan lembaga zakat, https://news.detik.com/a, , diakses 26 Juli 2025 Pukul 02:09 WIB.
Artikel terkait kasus Pelayanan lembaga zakat, https://news.detik.com/a, diakses 26 Juli 2025 Pukul 02:09 WIB.
Badan Pusat Statistik, 2024. https://www.bps.go.id/.
Berdayakan Mustahik, Baznas Resmikan Balai Ternak di Kabupaten Subang - Kata Logika https://share.google/celmmko1rmydsqipz, diakses 18 Juli 2025 Pukul 08:06 WIB.
Outlook Zakat Indonesia 2024, Pusat Kajian dan Strategi Baznas.
Peran Pemerintah dalam menanggulangi kemiskinan. https://Subangkab.bps.go.id/id/
