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

Abstract

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.