Donor Management in Zakat Institutions: Comparing Inisiatif Zakat Indonesia and the Bengkulu Branch of LAZNAS Dewan Dakwah

Abstract

Purpose: This study aims to compare donor management practices in two zakat institutions, namely Inisiatif Zakat Indonesia (IZI) and the Bengkulu Branch of LAZNAS Dewan Dakwah, to understand the strategies employed to enhance donor participation and loyalty. Method: This study adopted a qualitative approach with a case study design. Data were collected through interviews, participant observation, and documentation, and were analyzed using a descriptive-comparative method to identify similarities and differences in donor management strategies. Findings: The findings indicate that IZI emphasizes understanding donor characteristics through direct communication, personal visits, social media engagement, and zakat education programs. In contrast, LAZNAS Dewan Dakwah relies more on personal interactions through religious activities and the implementation of Customer Relationship Management (CRM) to maintain communication with donors. Despite employing different approaches, both institutions successfully foster trust, increase public participation, and expand their donor base. Transparent donation recording and reporting systems further contribute to donor satisfaction and loyalty. Implications: The findings suggest that the integration of relationship-based approaches, transparency, and technology utilization positively contributes to the effectiveness of zakat management. Strategies tailored to donor characteristics can serve as a valuable reference for zakat institutions seeking to improve fundraising performance and sustain long-term relationships with donors.