Influence convenience and Responsiveness Towards Munfiq Loyalty with Munfiq Satisfaction as a Mediation Variable (Study on the Nu Upzis Nu Care-Lazisnu Temanggung Coin Program)

M. Maulana Ali, Ken Sudarti

Abstract


The KOIN NU program managed by UPZIS NU Care–Lazisnu Temanggung represents a community-based philanthropic innovation that relies heavily on the sustained participation of munfiq as a foundation for program continuity. However, munfiq loyalty is shaped not solely by service convenience, but also by the quality of interaction and responsiveness experienced throughout the service process. This study aims to examine the influence of Convenience and Responsiveness on Munfiq Loyalty, with Munfiq Satisfaction serving as a mediating variable in the context of the KOIN NU program at UPZIS NU Care–Lazisnu Temanggung. This research adopts a quantitative approach using a survey method administered to active munfiq. A purposive sampling technique was employed, and the data were analyzed using multiple linear regression and mediation analysis to assess both direct and indirect relationships among variables. The findings indicate that Convenience and Responsiveness jointly have a significant effect on Munfiq Satisfaction. Partially, Responsiveness demonstrates a positive and significant influence on Munfiq Satisfaction, whereas Convenience does not show a significant direct effect. Furthermore, Munfiq Satisfaction is confirmed to mediate the relationship between Responsiveness and Munfiq Loyalty, reinforcing the central role of satisfaction in fostering long-term donor commitment. The coefficient of determination reveals that the proposed model explains a moderate proportion of variance in munfiq loyalty, while the remaining variance is influenced by other factors such as institutional trust, transparency in fund management, religious values, and socio-emotional attachment to the organization. These results underscore that within faith-based philanthropic services, responsiveness and relational service quality are more decisive in shaping satisfaction and loyalty than technical convenience alone. This study offers strategic insights for KOIN NU managers to prioritize the enhancement of staff responsiveness as a core strategy for strengthening sustainable munfiq loyalty.


Keywords


Convenience; Munfiq; Responsiveness; Satisfaction.

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DOI: http://dx.doi.org/10.30659/jrbi.v23i1.51728

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