... certification services. Design/methodology/approach This study uses CSI, paired-sample t-tests and importance performance analysis ( IPA ) with measurement indicators. The sample size was 2,743, drawn from 34 provinces in Indonesia. Findings The results showed that the CSI value was 88.6...

...) and the Importance Performance Analysis (IPA). Findings The findings show that muzakki, who have paid zakat on professional income in Indonesia, are generally highly satisfied with the services provided by the zakat management organizations (ZMOs). The findings also show that four out of 22 service attributes...