Tangerang– Service
Quality and Transparency Strengthen Donor Loyalty at LAZ DT Peduli Jakarta. The
latest research by Udin Muhamad Jaenudin and Agus Nurudin from Muhammadiyah
University Jakarta, published in the International Journal of Education and
Life Sciences (IJELS) Vol. 4 No. 2 (February 2026).
The
latest research conducted by Udin Muhamad Jaenudin and Agus Nurudin from
Muhammadiyah University Jakarta shows that service quality, accountability in
the use of funds, and promotion have a significant effect on donor loyalty at
LAZ DT Peduli Jakarta.
Donor Retention Fluctuates Despite
Clean Audit Records
According to the donor retention chart
for 2019–2024 (page 125), donor numbers remain dynamic and fluctuate annually.
Although transaction volumes show an upward trend, the number of active donors
and total donation values are not yet stable.
At the same time, LAZ DT Peduli
Jakarta consistently received Unqualified Opinions (Wajar Tanpa
Pengecualian/WTP) from external Public Accounting Firms between 2019 and 2024
(page 125). This indicates transparent and accountable financial management.
However, financial transparency alone
does not automatically guarantee sustained donor loyalty without positive
service experiences.
Survey of 335 Active Donors
The researchers employed a
quantitative approach using covariance-based Structural Equation Modeling (SEM)
with LISREL software.
A total of 335 active donors from the
2020–2023 period participated in the survey. The research model examined five
main variables:
- Service
Quality
- Accountability
in Fund Utilization
- Promotion
- Donor
Satisfaction
- Donor
Loyalty
Goodness of Fit testing (pages
130–131) shows that all indicators meet the “good fit” criteria, including:
- RMSEA:
0.0212
- CFI:
0.986
- GFI:
0.988
- SRMR:
0.0368
The R-Square results (page 132)
indicate:
- Donor
Satisfaction is explained 59% by Service Quality, Accountability, and
Promotion.
- Donor
Loyalty is explained 61.4% by Service Quality, Accountability, Promotion,
and Donor Satisfaction.
These values demonstrate substantial explanatory power of the structural model.
All Variables Have Significant Effects
Direct hypothesis testing (page 133)
shows:
- Service
Quality → Donor Satisfaction (0.473; significant)
- Accountability
→ Donor Satisfaction (0.350; significant)
- Promotion
→ Donor Satisfaction (0.464; significant)
- Donor
Satisfaction → Donor Loyalty (0.540; significant)
Donor satisfaction has the strongest
influence on loyalty.
Additionally, the three independent
variables also directly influence loyalty:
- Service
Quality → Donor Loyalty (0.203; significant)
- Accountability
→ Donor Loyalty (0.113; significant)
- Promotion → Donor Loyalty (0.162; significant)
Donor Satisfaction as a Key Mediator
Indirect hypothesis testing (page 134)
confirms that donor satisfaction significantly mediates the relationships
between:
- Service
Quality → Donor Loyalty (indirect effect 0.255)
- Accountability
→ Donor Loyalty (0.189)
- Promotion
→ Donor Loyalty (0.251)
This means improvements in service
quality, transparency in fund management, and promotional effectiveness first
shape donor satisfaction, which then strengthens long-term donor commitment.
The findings align with Oliver’s satisfaction–loyalty theory, which states that satisfaction is a prerequisite for sustainable loyalty.
Strategic Implications for LAZ DT
Peduli
The study delivers clear strategic
messages:
- Donor
services must be responsive, friendly, and informative.
- Financial
reporting should be transparent, regular, and easily accessible.
- Promotional
communication must be creative, persuasive, and emotionally engaging.
Building loyalty requires more than transparency—it demands consistent positive donor experiences.
Conclusion
Service quality, accountability in
fund utilization, and promotion significantly influence donor loyalty, both
directly and indirectly through donor satisfaction.
Donor satisfaction emerges as the most
dominant factor in strengthening long-term loyalty.
In an increasingly competitive philanthropic environment, delivering satisfying donor experiences is essential to institutional sustainability.
Author Profiles
- Udin Muhamad Jaenudin- Muhammadiyah University of Jakarta
- Agus Nurudin- Muhammadiyah University of Jakarta
Research Source
Jaenudin, U. M., & Nurudin, A. (2026). The Influence of Service Quality, Accountability of Fund Use, and Promotion on Donor Loyalty with Donor Satisfaction as an Intervening Variable at LAZ DT Peduli Jakarta. International Journal of Education and Life Sciences (IJELS), Vol. 4 No. 2, 123–138.
DOI: https://doi.org/10.59890/ijels.v4i2.267
URL: https://ntlmultitechpublisher.my.id/index.php/ijels
0 Komentar