Personalize QRIS for Tracking and Retaining Muzakki Base in Enhancing Zakat Collection

Abstract

Purpose

This research investigates the utilization of a customized Quick Response Code Indonesian Standard (QRIS) for zakat donations to monitor and maintain the donor base (muzakki) within a zakat institution, with the expectation of improving zakat collection. Personalized QRIS is the creation of a QRIS code for alms/donation payments that is specific to each donor/muzakki.

Design/Methodology/Approach

The study conceptualizes muzakki retention as a strategic asset within the Resource-Based View (RBV) and represents the donor base as a stock influenced by acquisition and turnover flows through feedback loops in a system dynamics (SD) framework.

Findings

The data shows that personalized QRIS interfaces make it harder for customers to leave and find new ones, which helps the Active muzakki stock grow faster. This study identifies reinforcing loops that strengthen retention among active muzakki and boost reactivation among passive muzakki. These patterns align with donor-loyalty research, where service quality and commitment consistently emerge as the main drivers of continued giving.

Research limitations/implications

The findings originate from a single institutional context and are contingent upon the quality of the data and the model boundary selections. Future research could examine the multi-institutional generalizability, investigate heterogeneous treatment effects, and incorporate end-to-end customization on the receiving end of the donation.

Practical implications

For zakat institutions, QRIS adoption and customization offer a low-cost data backbone to track donor journeys and layer personalization on the main actionable levers: welcome flows, amount anchoring, churn-risk flags, and reactivation cadences. These tools can be stacked and evaluated as muzakki resource indicators, such as acquisition, retention, and reactivation rate.

Social implications

In line with the national digitization of zakat initiatives, the operationalization of personalized QRIS within zakat institutions could improve data management and increase predictable zakat inflows. It will enable them to establish a sustainable zakat distribution program, which will enhance social welfare outcomes. Evidence shows that the zakat sector is ready for scalable digital transformation.

Originality/value

The paper contributes to the body of knowledge by using a resource-based view management approach to donor retention and management as a strategic resource in zakat institutions. It also utilizes a system dynamics stock and flow model that focuses on the donor base, transforming personalized QRIS into a testable policy lever using real transaction data.