Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.]

In order to achieve a global scale of economic growth, products or services must comply with standards
and requirements that will enable them to be recognised as halal and safe for consumption. As a halal certificate
provider, the Islamic Development Department of Malaysia (JAKIM) at the national level, or Jabatan Hal Ehwal
Agama Islam Kelantan (JHEAIK) at the state level, is responsible for granting and certifying halal certification
for applicants within a specified period. Serving and dealing with applicants or customers require some skills and
knowledge because it is a part of their role in the service sector. Thus, this paper intends to study customer
satisfaction during halal certificate application, and the respondents came from various backgrounds of
businesses. Data were gathered from 77 respondents who attended a course organised by JHEAIK and were
analysed using SmartPLS 3.2.1 software. The result suggests that tangibles and reliability determine customer
satisfaction during halal certificate application, while responsiveness was not a factor in determining satisfaction
among customers.