Rania Nur Alifa, . (2026) PENGARUH MANAJEMEN HUBUNGAN PELANGGAN, RELIGIOSITAS, DAN KEPERCAYAAN TERHADAP LOYALITAS MUZAKKI DI BAZNAS DKI JAKARTA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Indonesia holds enormous zakat potential, particularly in DKI Jakarta as the nation's economic center. However, zakat collection through official institutions, including BAZNAS DKI Jakarta, remains suboptimal. This phenomenon is reflected in the large number of people who still prefer to distribute zakat directly to mustahiq without going through formal institutions, making the effort to build muzakki loyalty toward zakat management institutions a critical issue to address. This study aims to analyze the influence of Customer Relationship Management, Religiosity, and Trust on Muzakki Loyalty at BAZNAS DKI Jakarta. A quantitative approach was employed using purposive sampling technique involving 100 respondents. Data were collected through questionnaire instruments and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that Customer Relationship Management and Trust have a positive and significant effect on muzakki loyalty, whereas religiosity does not have a significant effect. These findings suggest that muzakki loyalty is more strongly shaped by the level of trust in the institution, as well as the quality of relationships built with muzakki than muzakki’s religiosity. The implications of this study highlight the importance of strengthening trust and optimizing customer relationship management as key strategies for enhancing muzakki loyalty at Baznas DKI Jakarta.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210116040] [Pembimbing: Faizi] [Ketua Penguji: Ade Nur Rohim] [Penguji 1: Fadhli Suko Wiryanto] |
| Uncontrolled Keywords: | Customer Relationship Management, Loyalty, Muzakki, Religiosity, Trust |
| Subjects: | B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Syariah (S1) |
| Depositing User: | RANIA NUR ALIFA |
| Date Deposited: | 28 Jul 2026 03:51 |
| Last Modified: | 28 Jul 2026 03:51 |
| URI: | http://repository.upnvj.ac.id/id/eprint/51851 |
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