Word of Mouth or Online Services: What is the Best Determinant of Muzakki’s Preference in Selecting Zakat Agency?
Keywords:
Muzakki Preferences, Online Services, Trust, Word of Mouth, Zakat
Abstract
The number of national-level zakat institutions has decreased since the implementation of Zakat Law Number 23 of 2011, indicating a more organized zakat administration. Nevertheless, many muzakki still opt not to distribute their zakat through the existing Zakat Management Organizations (OPZ) in Indonesia. Instead, they prefer to directly give zakat to their chosen mustahik. Despite the importance of paying zakat through zakat institutions, it is crucial to comprehend individuals' preferences in this regard. The main objective of this study is to investigate the factors influencing muzakki's preferences for zakat institutions, including trust, word of mouth, and online services. The research is based on empirical data gathered from 132 respondents in Central Java. Multiple linear regression was employed to test the study hypotheses. The findings reveal that all the examined variables, namely trust, word of mouth, and internet services, significantly influence muzakki's choices for zakat institutions. Further analysis indicates that among these factors, online services play the most significant role in shaping muzakki's preferences. The limitation of the study lies in the research sample, where Indonesia consists of 34 provinces and only 1 province is involved in this study. This study presents a summary of the relevance of online services in zakat institutions, as previous research on muzakki preferences for zakat payment has never included the online service factor. This research has managerial implications, particularly for Zakat Institutions. The findings will further assist fundraising strategies to enhance financial service and introduce innovative approaches to reach muzakki preferences in zakat payment.
References
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Arif, M. N. R. Al, Nofrianto, & Fasa, M. I. (2023). The Preference of Muslim Young Generation in Using Digital Zakat Payment: Evidence in Indonesia. Al-Uqud: Journal of Islamic Economic, 7(1), 1–16. https://doi.org/10.26740/aluqud.v7n1.p1-16
Arifin, J., Mubarok, F. K., & Fuadi, N. F. Z. (2022). The Effect of Zakat Literacy, Religiosity, and Income on the Decision to Pay Agricultural Zakat. International Journal of Zakat, 7(2), 115–123. https://doi.org/10.37706/ijaz.v7i2.444
Bastos, W., & Moore, S. G. (2021). Making word-of-mouth impactful: Why consumers react more to WOM about experiential than material purchases. Journal of Business Research, 130, 110–123.
Bin-Nashwan, S. A., Abdul-Jabbar, H., & Aziz, S. A. (2021). Does trust in zakat institution enhance entrepreneurs’ zakat compliance? Journal of Islamic Accounting and Business Research, 12(5), 768–790.
Dari, P. W., Sulistiowati, T. T., & Ramadhan, M. F. (2021). Exploration of Trust in Institution Measurement Items on Compliance in Paying Zakat using Rasch Model. Indonesian Conference of Zakat-Proceedings, 223–232.
Demyanova, D., Colucci, M., Silva, E. S., & Vecchi, A. (2023). Assessing Consumers’ Propensity towards Product-Service Systems in The Fashion Industry: A Cross-National Comparison Between Russia and Italy. Journal of Cleaner Production, 428, 1–19. https://doi.org/10.1016/j.jclepro.2023.139302
Gildin, S. Z. (2022). Understanding the Power of Word-of-Mouth. RAM: Revista de Administração Mackenzie, 4(1), 92–106. https://doi.org/10.1590/1678-69712003/administracao.v4n1p92-106
Ginting, Y., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340.
Hasyim, F., Awwal, M. A.-F., & Amin, N. H. Al. (2020). ZISWAF Digital Payment as An Effort to Reach Millennials. Economica: Jurnal Ekonomi Islam, 11(2), 183–210. https://doi.org/10.21580/economica.2020.11.2.5752
Hidayat, A., & Mukhlisin. (2020). Analisis Pertumbuhan Zakat Pada Aplikasi Zakat Online Dompet Dhuafa. Jurnal Ilmiah Ekonomi Islam, 6(3), 675–684. https://doi.org/10.29040/jiei.v6i3.1435
Hu, H., Wang, L., Jiang, L., & Yang, W. (2019). Strong Ties Versus Weak Ties in Word-Of-Mouth Marketing. BRQ: Business Research Quarterly, 22(4), 245–256. https://doi.org/10.1016/j.brq.2018.10.004
Humaidi, Umar, Abdullah, M. R., & Khaerunnisa. (2022). Comparative Study of Zakat Funds Collection Through Manual Fundraising and Digital Fundraising in Indonesia. Jurnal Ilmiah Ekonomi Islam, 8(1), 347–351. https://doi.org/10.29040/jiei.v8i1.4601
Irawati, L., & Ratno, F. A. (2020). The Effect of Trust and Income on Motivation to Pay Zakat. IJIER: Indonesian Journal of Islamic Economic Research, 2(2), 117–125.
Kasri, R. A., & Yuniar, A. M. (2021). Determinants of Digital Zakat Payments: Lessons From Indonesian Experience. Journal of Islamic Accounting and Business Research, 12(3), 362–379. https://doi.org/10.1108/JIABR-08-2020-0258
Kotler, P., & Armstrong, G. (2020). Principles of Marketing. Pearson.
Li, Y., Tan, R., & Gong, X. (2023). How Omnichannel Integration Promotes Customer Word-Of-Mouth Behaviors: The Mediating Roles of Perceived Personal Preference Fit And Perceived Social Relatedness. Information Technology & People, 36(4), 1726–1753. https://doi.org/10.1108/ITP-06-2021-0440
Mahmood, T. M. A. T., Din, N. M., Mamun, A. Al, & Ibrahim, M. D. (2021). Issues And Challenges Of Zakat Institutions Achieving Maqasid Syariah In Malaysia. AZKA International Journal of Zakat & Social Finance (AZJAF), 2(1), 119–137. https://doi.org/10.51377/azjaf.vol2no1.46
Martono, S., Nurkhin, A., Luthfiyah, F., Fachrurrozie, Rofiq, A., & Sumiadji. (2019). The Relationship Between Knowledge, Trust, Intention to Pay Zakah, and Zakah-Paying Behavior. International Journal of Financial Research, 10(2), 75–81. https://doi.org/10.5430/ijfr.v10n2p75
Mathur, S., Tewari, A., & Singh, A. (2022). Modeling the Factors affecting Online Purchase Intention: The Mediating Effect of Consumer’s Attitude towards User- Generated Content. Journal of Marketing Communication, 28(7), 725–744. https://doi.org/10.1080/13527266.2021.1936126
Mauludin, M. R., & Herianingrum, S. (2022). Pengaruh Digital Zakat Terhadap Penghimpunan Zakat dan Kinerja Lembaga Amil Zakat. Jurnal Ekonomi Syariah Teori Dan Terapan, 9(1), 47–58. https://doi.org/10.20473/vol9iss20221pp47-58
Muhamad, Addury, M. M., & Sunardi, D. I. (2023). Pengaruh Transparansi dan Kualitas Pelayanan Terhadap Loyalitas Muzakki Pada Lembaga Amil Zakat di Yogyakarta dengan Trust Sebagai Variabel intervening. IBSE Economic Journal, 2(1), 33–41.
Muslih, F. R. (2020). Pengaruh Kepercayaan, Kualitas dan Kredibilitas, dan Transparansi terhadap Preferensi Muzaki dalam Memilih Membayar Zakat Maal melalui Lembaga Amil Zakat (Analisis pada Kecamatan Banyuwangi, Banyuwangi). Jurnal Ilmiah Mahasiswa FEB, 8(2).
Muthoha, A. M. (2019). Analysis of Influence of Intrinsic Aspect, Demography Aspect and Service of Zakat Institution toward Zakat Payment to Zakat Institution. Inferensi: Jurnal Penelitian Sosial Keagamaan, 13(1), 38–53. https://doi.org/10.18326/infsl3.v13i1.25-50
Nazara, I. S., Hindardjo, A., & Hermawan, A. (2022). Factors Affecting the Performance of Productive Zakat Management During the Covid-19 Pandemic. Jurnal Ekonomi Dan Perbankan Syariah, 10(2), 159–180.
Nilawati, & Rijal, K. (2020). Potensi Pembayaran Zakat Secara Online Dan Offline Serta Realisasi Dana Zakat Indonesia. I-ECONOMICS: A Research Journal on Islamic Economics, 5(2), 116–131. https://doi.org/10.19109/ieconomics.v5i2.3535
Oktavendi, T. W., & Mu’ammal, I. (2022). Acceptance Model For Predicting Adoption Of Zakat, Infaq, and Sodaqoh (ZIS) Digital Payments in Generation Z. Journal of Islamic Accounting and Business Research, 13(4), 684–700. https://doi.org/10.1108/JIABR-09-2021-0267
Purwadani, E., & Ridlwan, A. A. (2022). Millennial Intention to Pay Zakat: The Effect of Religiosity and Attitudes. Ziswaf: Jurnal Zakat Dan Wakaf, 9(1), 73–92. https://doi.org/10.21043/ziswaf.v9i1.15150
Pusat Kajian Strategis-Badan Amil Zakat Nasional. (2021). Outlook Zakat Indonesia 2021. PUSKAS-BAZNAS.
Qi, X., & Kuik, S. (2022). Effect of Word-of-Mouth Communication and Consumers’ Purchase Decisions for Remanufactured Products: An Exploratory Study. Sustainability, 14(10), 1–13. https://doi.org/10.3390/su14105963
Rejab, S. N. M., Wahid, H., Yaacob, S. E., Abbas, M. S., Ismail, A. F., Ismail, M., & Bakar, M. A. (2022). Governance of Zakat Distribution Based on Maqasid Al-Syariah: Study in Selangor Zakat Board. Journal of Pharmaceutical Negative, 13(9), 5948–5957. https://doi.org/10.47750/pnr.2022.13.S09.712
Rizal, S., Romadhoni, B., Abdullah, I., & Hariyati. (2023). The Impact of Service Quality and Trust on The Satisfaction of Muzakki at The Amil Zakat Institution Baznas in Makassar City. Profitability: Jurnal Ilmu Manajemen, 7(2), 173–179. https://doi.org/10.26618/profitability.v7i2.11945
Saharuddin, D., Anggraini, RR. T., & Jamila, S. (2019). Efficiency and Effectiveness of Zakat Payroll System and Digital Zakat on the Acceptance of Zakat Funds BAZNAS 2016-2017. Maqdis: Jurnal Kajian Ekonomi Islam, 4(1), 35–44. https://doi.org/10.15548/maqdis.v4i1.209
Said, S., Badina, T., & Syahidah, S. (2020). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Muzakki Melalui Kepuasan Muzakki Sebagai Variabel Intervening Pada Badan Amil Zakat Nasional (BAZNAS) Kota Serang. Syi’ar Iqtishadi : Journal of Islamic Economics, Finance and Banking, 4(1), 1–13. https://doi.org/10.35448/jiec.v4i1.8177
Sakka, A. R., & Qulub, L. (2019). Efektivitas Penerapan Zakat Online terhadap Peningkatan Pembayaran Zakat pada Lembaga Dompet Dhuafa Sulsel. Al-Azhar: Journal of Islamic Economics, 1(2), 66–83. https://doi.org/10.37146/ajie.v1i2.21
Suki, N. M., Suki, N. M., & Shokri, M. F. H. (2023). Examining Youths’ Intention To Use Social Media Networks For Understanding Zakat Online Campaigns That Use Creative Animation. Journal of Islamic Marketing, 14(7), 1696–1714. https://doi.org/10.1108/JIMA-09-2021-0288
Sukrianto, M., Alfansi, L., Alwi, R., & Anwar, S. (2021). Moderating Effect of Ulama Endorsement on the Relationship between Trust in Zakat Institution and The Intention of Indonesian Millennial to Pay Zakat. The International Journal of Social Sciences World, 3(2), 288–301. https://doi.org/10.5281/zenodo.5646623
Syahputra, A., & Mukhtasar. (2021). Digitizing Zakat Collection through the E-payment System. Al-Amwal : Jurnal Ekonomi Dan Perbankan Syari’ah, 13(1), 14–30. https://doi.org/10.24235/amwal.v13i1.7962
Talwar, M., Talwar, S., Kaur, P., Islam, A. K. M. N., & Dhir, A. (2021). Positive and Negative Word of Mouth (WOM) Are Not Necessarily Opposites: A Reappraisal Using The Dual Factor Theory. Journal of Retailing and Consumer Services, 63, 1–12. https://doi.org/10.1016/j.jretconser.2020.102396
Thaker, M. A. B. M. T., Pitchay, A. B. A., Thaker, H. B. M. T., & Amin, M. F. Bin. (2019). Factors Influencing Consumers’ Adoption of Islamic Mobile Banking Services in Malaysia: An Approach of Partial Least Squares (PLS). Journal of Islamic Marketing, 10(4), 1037–1056. https://doi.org/10.1108/JIMA-04-2018-0065
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Published
2023-11-26
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Copyright (c) 2023 Martini Dwi Pusparini, Nur Azizah Zuhriah Zahroh
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