IMPLEMENTASI PELAYANAN PUBLIK BERBASIS STANDAR MUTU DI LEMBAGA AMIL ZAKAT NASIONAL (LAZNAS) YATIM MANDIRI YOGYAKARTA

Asyri Ishlahul Hilmi, NIM.: 22102040049 (2026) IMPLEMENTASI PELAYANAN PUBLIK BERBASIS STANDAR MUTU DI LEMBAGA AMIL ZAKAT NASIONAL (LAZNAS) YATIM MANDIRI YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Public service in zakat institutions demands professional management based on quality standards to maintain public trust. This study aims to analyze the implementation of quality-based public services at the National Amil Zakat Institution (LAZNAS) Yatim Mandiri Yogyakarta based on the SERVQUAL service quality dimensions (tangibles, reliability, responsiveness, assurance, empathy). This research employs a descriptive qualitative design using a case study approach. Data were collected through interviews, observation, and documentation with informants selected via purposive and snowball sampling techniques, including the Branch Manager, Program Staff, ZIS Collection Staff, muzakki, and mustahik. Data analysis applied the interactive model by Miles, Huberman, and Saldana. The results indicate that all five service quality dimensions have been comprehensively implemented. In the tangibles and reliability dimensions, the institution provides standardized facilities and guarantees accurate donation recording through an anti-manipulation centralized application system. For responsiveness and assurance, swift cross-divisional responses are balanced with regular staff competency enhancement through the Amil Development Class (ADC). In the empathy dimension, the institution is rooted in the “renyek sedulur” (brotherhood) culture, delivering sincere and personalized services. In conclusion, quality standardization in Islamic philanthropy governance does not create rigid bureaucracy. Instead, it successfully transforms transactional services into humanistic, civilized, and professional religious public services.

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