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

Setapa, Mariam and Kamarul Zaman, Liziana and Wan Mustapha, Wan Asma Hanim and Mohd Kanafiah, Siti Farah Haryatie and Mohd Noor, Nor Raihana Asmar (2020) Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.]. Journal of Contemporary Social Science Research, 4 (1). pp. 39-48. ISSN 0128-2697

Official URL: http://jcssr.com.my/

Abstract

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.

Metadata

Item Type: Article
Creators:
Creators
Email / ID Num.
Setapa, Mariam
maria135@uitm.edu.my
Kamarul Zaman, Liziana
UNSPECIFIED
Wan Mustapha, Wan Asma Hanim
UNSPECIFIED
Mohd Kanafiah, Siti Farah Haryatie
UNSPECIFIED
Mohd Noor, Nor Raihana Asmar
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Food industry and trade. Halal food industry. Certification
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kelantan > Machang Campus > Faculty of Business and Management
Journal or Publication Title: Journal of Contemporary Social Science Research
UiTM Journal Collections: UiTM Journal > Journal of Contemporary Social Science Research (JCSSR)
ISSN: 0128-2697
Volume: 4
Number: 1
Page Range: pp. 39-48
Keywords: Customer Satisfaction, Malaysia, Reliability, Responsiveness, Tangibles
Date: June 2020
URI: https://ir.uitm.edu.my/id/eprint/35080
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