Kualitas Layanan Masjid untuk Meningkatkan Kepuasan Jemaah

Abstract

Improving service quality in non-profit organizations is crucial for achieving customer satisfaction, which in turn fosters care, trust, and loyalty. High-quality service not only benefits the recipients but also contributes to the development of long-term relationships. The Ash Shobiriin Mosque in Rungkut, Surabaya, has implemented commendable service practices for its congregants. This study employs a quantitative approach, utilizing a purposive sampling technique with a sample of 102 congregants. The findings indicate that service quality significantly influences congregational satisfaction. This is evidenced by the coefficient of determination, which reveals that 84.6% of the variance in congregational satisfaction can be explained by service quality, while the remaining 15.4% is attributable to other factors not examined in this study. Furthermore, each dimension of service quality—tangibles, reliability, responsiveness, assurance, and empathy—has a significant individual impact on congregational satisfaction. These results suggest that mosque administrators should prioritize delivering high-quality services to enhance congregants' experiences and foster a positive institutional image.