Relationship between service quality and customer satisfaction during halal certificate application in Kelantan / 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) Relationship between service quality and customer satisfaction during halal certificate application in Kelantan / Mariam Setapa...[et al.]. Journal of Contemporary Social Science Research, 4 (2). pp. 1-11. ISSN 0128-2697

Abstract

In Malaysia, only JAKIM and JAIN are given full authority to grant and certify halal certification. Certain criteria have been set in order for business or individuals to be awarded a halal certification. Even though the process of applying for a halal certificate may take some time, it can be executed promptly if the applicant's documentation is ready beforehand as in it complies with the requirements provided. Nevertheless, some parties contended that strict governance in the process of obtaining the halal certificates preventing the smoothness of certification process. Thus, this paper intends to study customer satisfaction during halal certificate application and the respondents came from various backgrounds of business. The independent variables are assurance, empathy, communication and security taken from SERQUAL model, meanwhile the dependent variable is customer satisfaction. The population of this study was 100 respondents who have attended a course organised by JHEAIK, but only 77 (77%) respondents were returned the questionnaire. The data was analysed using SmartPLS 3.2.1 software. The analysis shows that only empathy determined the customer satisfaction during halal certificate application meanwhile the other three variables were not the factors in determining the satisfaction among customers. Thus, the hypothesis 2 was accepted and the rest were rejected.

Metadata

Item Type: Article
Creators:
CreatorsEmail / ID. Num
Setapa, Mariammaria135@uitm.edu.my
Kamarul Zaman, Lizianalizia735@uitm.edu.my
Wan Mustapha, Wan Asma Hanimwanas096@uitm.edu.my
Mohd Kanafiah, Siti Farah Haryatiesitif315@uitm.edu.my
Mohd Noor, Nor Raihana Asmarraihana6791@uitm.edu.my
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
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: 2
Page Range: pp. 1-11
Item ID: 40030
Uncontrolled Keywords: Assurance, Communication, Customer satisfaction, Empathy, Security
URI: http://ir.uitm.edu.my/id/eprint/40030

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