Kualitas Layanan dan Kepuasan Jamaah Masjid melalui Pendekatan Model SERVQUAL

Authors

  • Tafaul Mujahidin Sekolah Tinggi Ilmu Dakwah dan Komunikasi Islam Ar Rahmah Surabaya, Indonesia
  • Hari Santoso Wibowo Sekolah Tinggi Ilmu Dakwah dan Komunikasi Islam Ar Rahmah Surabaya , Indonesia
  • Fathurrahman Masrukan Sekolah Tinggi Ilmu Dakwah dan Komunikasi Islam Ar Rahmah Surabaya , Indonesia

DOI:

https://doi.org/10.15575/tadbir.v10i4.51947

Abstract

This study aims to analyze the effect of service quality on mosque congregational satisfaction using the SERVQUAL model. This research approach is quantitative. The study sample consisted of 120 respondents, and data analysis was performed using SmartPLS version 3.0. The results show that service quality significantly affects congregational satisfaction with an R² value of 0.6677. The dimensions of tangible, reliability, and responsiveness have a positive and significant influence, while assurance and empathy have no effect. The responsiveness dimension is the dominant factor in shaping congregational satisfaction, which emphasizes the importance of the mosque management's promptness and speed in providing services

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Published

2025-12-28

How to Cite

Mujahidin, T., Wibowo, H. S., & Masrukan, F. (2025). Kualitas Layanan dan Kepuasan Jamaah Masjid melalui Pendekatan Model SERVQUAL. Tadbir: Jurnal Manajemen Dakwah, 10(4), 331–348. https://doi.org/10.15575/tadbir.v10i4.51947

Issue

Vol. 10 No. 4 (2025): Tadbir: Jurnal Manajemen Dakwah

Section

Articles

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