Zakat Payers' Satisfaction as a Mediator in the Relationship Between Service Quality and Zakat Payers' Trust

被引：0

作者：

Nawi, Rufaidah Mat ^{[1
]}

Said, Nadzirah Mohd ^{[1
]}

Hasan, Hazriah ^{[1
]}

机构：

[1] Univ Malaysia Kelantan, Fac Entrepreneurship & Business, Kota Baharu 16100, Kelantan, Malaysia

来源：

SUSTAINABLE FINANCE, DIGITALIZATION AND THE ROLE OF TECHNOLOGY, ICBT 2021 | 2023年 / 487卷

关键词：

Mediating effect; Service quality; Zakat payers' satisfaction; Zakat payers' trust; Zakat institution; STRUCTURAL EQUATION MODELS; CUSTOMER SATISFACTION; LOYALTY; IMPACT; PLS;

D O I：

10.1007/978-3-031-08084-5_65

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study proposed a research model to examine the relationship between service quality, zakat payers' satisfaction, and zakat payers' trust in a particular zakat institution. Questionnaires were completed by 553 zakat payers who had experience paying zakat either through the institution or its proxies. Data were analyzed using partial least squares structural equation modeling. The findings reveal relationships between service quality and zakat payers' trust, service quality and zakat payers' satisfaction, and zakat payers' satisfaction and zakat payers' trust. Zakat payers' satisfaction was revealed as a mediator in the relationship between service quality and zakat payers' trust. Therefore, zakat institutions must focus on service quality to increase zakat payers' satisfaction and trust. Implications are discussed concerning service quality management in the zakat sector.

引用

页码：897 / 906

页数：10

共 36 条

[1]

[Anonymous], 2020, COVID 19 BAYAR ZAKAT

[2]

[Anonymous], 1999, Principles of Marketing

[3]

[Anonymous], 2018, Formative evaluation toolkit: A step-by-step guide and resources for evaluating program implementation and early outcomes

[4] Linking Brand Orientation with Service Quality, Satisfaction, and Positive Word-of-Mouth: Evidence from the Higher Education Sector [J].

Casidy, Riza .

JOURNAL OF NONPROFIT & PUBLIC SECTOR MARKETING, 2014, 26 (02) :142-161

[5] Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters [J].

Chang, Ching-Sheng ;

Chen, Su-Yueh ;

Lan, Yi-Ting .

BMC HEALTH SERVICES RESEARCH, 2013, 13

[6]

Chin WW, 1998, QUANT METH SER, P295

[7] The effect of service quality on trust and commitment varying across generations [J].

Cho, Jinsook E. ;

Hu, Haiyan .

INTERNATIONAL JOURNAL OF CONSUMER STUDIES, 2009, 33 (04) :468-476

[8] SERVICE QUALITY, CUSTOMER SATISFACTION, CUSTOMER TRUST, AND LOYALTY IN AN E-BANKING CONTEXT [J].

Chu, Po-Young ;

Lee, Gin-Yuan ;

Chao, Yu .

SOCIAL BEHAVIOR AND PERSONALITY, 2012, 40 (08) :1271-1283

[9] Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman [J].

Fida, Bashir Ahmad ;

Ahmed, Umar ;

Al-Balushi, Yousuf ;

Singh, Dharmendra .

SAGE OPEN, 2020, 10 (02)

[10] 2 STRUCTURAL EQUATION MODELS - LISREL AND PLS APPLIED TO CONSUMER EXIT-VOICE THEORY [J].

FORNELL, C ;

BOOKSTEIN, FL .

JOURNAL OF MARKETING RESEARCH, 1982, 19 (04) :440-452

← 1 2 3 4 →