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:
CreatorsEmail / ID. Num
Setapa, Mariammaria135@uitm.edu.my
Kamarul Zaman, LizianaUNSPECIFIED
Wan Mustapha, Wan Asma HanimUNSPECIFIED
Mohd Kanafiah, Siti Farah HaryatieUNSPECIFIED
Mohd Noor, Nor Raihana AsmarUNSPECIFIED
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
Journal: UiTM Journal > Journal of Contemporary Social Science Research (JCSSR)
ISSN: 0128-2697
Volume: 4
Number: 1
Page Range: pp. 39-48
Official URL: http://jcssr.com.my/
Item ID: 35080
Uncontrolled Keywords: Customer Satisfaction, Malaysia, Reliability, Responsiveness, Tangibles
URI: http://ir.uitm.edu.my/id/eprint/35080

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