THE RELATIONSHIP BETWEEN EMPATHY AND CONGREGATIONAL LOYALTY AT ATM MOSQUES IN MELAKA THROUGH SATISFACTION AS A MEDIATING VARIABLE

This study aims to examine the relationship between empathy and the loyalty of congregants at the Military Mosque managed by KAGAT in Melaka, with satisfaction as a mediating variable, within the context of the quality of mosque services. The research employs a quantitative approach, with data collected through questionnaires distributed to 400 congregants. The methodology used includes factor validation analysis and hypothesis testing through the bootstrapping method using SmartPLS 4.0 software. The study's findings indicate that there is a significant relationship between empathy and loyalty, as well as satisfaction among the congregants. This research contributes to understanding how empathy in service delivery can enhance satisfaction and foster higher levels of loyalty among congregants at the Military Mosque in Melaka.