Jakarta—
LAZISNU’s Issue Management
Strategy Strengthens Public Trust in NU Care Jakarta. The research, conducted
by Ahmad Soleh, Tria Patrianti, Evi Satispi, and Sa'diyah El Adawiyah from the
Faculty of Social and Political Sciences, Muhammadiyah University of Jakarta,
was published in the February 2026 edition of the Indonesian Journal of Business
Analytics (IJBA).
The
research, conducted by Ahmad Soleh, Tria Patrianti, Evi Satispi, and Sa'diyah
El Adawiyah, examined how issue management strategies were implemented at
LAZISNU to address potential communication crises and maintain public
legitimacy. Inconsistencies in zakat collection data emerging on various public
channels prompted LAZISNU to strengthen issue management to maintain and
increase public trust in NU Care Jakarta.
Background:
Data Discrepancies and Fluctuating Zakat Figures
The
study highlights inconsistencies in 2024 zakat collection data. The NU Online
Super App recorded IDR 1.6 billion, while the official central NU Care-LAZISNU
report stated IDR 105.8 billion for the same period.
At
the Jakarta level, monthly reports also showed sharp fluctuations. April
recorded IDR 412 million, followed by a steep decline to IDR 123 million in
May.
Without
clear public explanations, such discrepancies risk generating negative
perceptions and eroding trust. In the digital era, the public is increasingly
critical of how philanthropic institutions report and communicate financial
data.
Research
Design: Participatory Qualitative Study
The
study employed a descriptive qualitative approach with participatory field
research methods.
A
total of 15 informants were interviewed:
- 3
LAZISNU leaders (key informants)
- 7
LAZISNU volunteers (main informants)
- 5
representatives from councils, Baznas, and NU Care (additional informants)
Data
were analyzed using the Miles & Huberman model, with source triangulation
applied to ensure credibility and validity.
Three
Main Issues Affecting Public Trust
The
findings identify three central issues influencing trust:
1️⃣ Transparency in fund management
2️⃣
Negative stigma toward philanthropic institutions
3️⃣
Limited public participation
If
not properly managed, these issues may escalate into reputational crises.
LAZISNU’s
Structured Issue Management Process
The
research reveals that LAZISNU applies a systematic issue management framework
consisting of three stages:
1️⃣ Issue Identification
Conducted
through public perception surveys, internal evaluations, and environmental
monitoring. Feedback from stakeholders is actively collected.
2️⃣ Issue Analysis
Stakeholder
perspectives are mapped and urgent issues prioritized. Inclusive discussions
involve leaders, volunteers, and supervisory elements.
3️⃣ Impact Evaluation
Operational,
financial, and reputational consequences are assessed. Mitigation plans are
prepared to prevent escalation into larger crises.
This
structured approach demonstrates that issue management functions as a strategic
legitimacy-preserving mechanism rather than a reactive technical response.
Three
Mechanisms to Strengthen Trust
In
practice, LAZISNU implements three key mechanisms:
🔹 Financial Transparency and Independent Audits
Financial
reports are publicly presented and independently audited to ensure
accountability.
🔹 External Supervision
Councils
and related stakeholders participate in overseeing fundraising and fund
distribution processes.
🔹 Information Openness
Communication
is carried out through digital platforms (official website, social media,
NU-Care application) as well as face-to-face forums such as religious
gatherings and community deliberations.
This
hybrid communication model combines digital accessibility with emotional
engagement rooted in the Nahdlatul Ulama community context.
Issue
Management as a Legitimacy Strategy
The
study concludes that public trust is multidimensional. It is built not only
through open reporting but through:
- Consistent
communication
- Rapid
response to emerging concerns
- Public
participation in planning and evaluation
When
communities are involved in surveys, oversight, and program verification, trust
becomes relational rather than merely transactional.
According
to the researchers, effective issue management can transform potential
reputational threats into opportunities to reinforce institutional credibility.
Implications
for Philanthropic Institutions
The
findings suggest that zakat and philanthropic institutions must:
- Ensure
data consistency across communication channels
- Integrate
digital and direct communication strategies
- Establish
layered audit and supervision systems
- Treat
issue management as a strategic function
Public
trust is not a one-time achievement but an ongoing process requiring
transparency, dialogue, and adaptive communication.
Author
Profiles
- Ahmad Soleh-Universitas Muhammadiyah Jakarta
- Tria Patrianti-Universitas Muhammadiyah Jakarta
- Evi Satispi-Universitas Muhammadiyah Jakarta
- Sa’diyah El Adawiyah-Universitas Muhammadiyah Jakarta
Source
Soleh, A., Patrianti, T., Satispi, E.,
& El Adawiyah, S. (2026).Issue Management of the LAZISNU Philanthropic
Institution in Strengthening Public Trust in NU-Care Jakarta.
Indonesian Journal of Business Analytics (IJBA), Vol. 6 No. 1, hlm.
85–94.
DOI: https://doi.org/10.55927/ijba.v6i1.16185
URL: https://journal.formosapublisher.org/index.php/ijba
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