ABSTRAK
Penelitian bertujuan untuk mengetahui pengaruh kualitas pelayanan lembaga amilzakat secara langsung terhadap loyalitas muzaki; serta peran interaksi kualitaspelayanan lembaga amil zakat dan kepuasan muzaki sebagai moderating variabledalam mempengaruhi loyalitas muzaki, melalui penyebaran kuesioner terhadap150 muzaki di Jabodetabek pada bulan November 2013. Penelitian inimenggunakan metode analisis Structural Equation Model (SEM) dengan programLISREL 8,5. Hasil penelitian menunjukkan ada pengaruh positif variabel kualitaspelayanan secara langsung terhadap variabel loyalitas muzaki namun tidaksignifikan; serta kualitas pelayanan memiliki peran yang tidak terlalu besardengan mendukung kepuasan muzaki dalam mempengaruhi loyalitas muzaki.Sehingga peran interaksi kualitas pelayanan dan kepuasan muzaki sebagaimoderating variable dalam mempengaruhi loyalitas muzaki cukup kecil.

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ABSTRACT
The research aims to know the influence of the service quality managementinstitution of zakah directly against muzaki loyalty; as well as the role of theinteraction of the service quality management institution of zakah and satisfactionmuzaki as moderating variable in influencing loyalty muzaki, through thedissemination of a questionnaire of 150 muzaki in Jabodetabek area in November2013. This research used the Structural Equation Model analysis (SEM) withprogram LISREL 8.5. The results showed there was a positive influence ofvariable quality of service directly to the variable muzaki loyalty but notsignificant; as well as the quality of service has a role which is not great withsupport in influencing loyalty muzaki satisfaction muzaki. So the role of theinteraction of the service quality and customer satisfaction as a moderatingvariable muzaki in influencing loyalty muzaki is small enough.