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...
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| Format: | Article |
| Language: | English |
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Universiti Teknologi MARA Cawangan Kelantan
2020
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| Online Access: | https://ir.uitm.edu.my/id/eprint/35080/1/35080.pdf |
| _version_ | 1825738050248900608 |
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| author | Setapa, Mariam Kamarul Zaman, Liziana Wan Mustapha, Wan Asma Hanim Mohd Kanafiah, Siti Farah Haryatie Mohd Noor, Nor Raihana Asmar |
| author_facet | Setapa, Mariam Kamarul Zaman, Liziana Wan Mustapha, Wan Asma Hanim Mohd Kanafiah, Siti Farah Haryatie Mohd Noor, Nor Raihana Asmar |
| author_sort | Setapa, Mariam |
| collection | UITM |
| description | 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. |
| first_indexed | 2024-03-06T02:27:42Z |
| format | Article |
| id | oai:ir.uitm.edu.my:35080 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T02:27:42Z |
| publishDate | 2020 |
| publisher | Universiti Teknologi MARA Cawangan Kelantan |
| record_format | dspace |
| spelling | oai:ir.uitm.edu.my:350802020-10-13T07:46:46Z https://ir.uitm.edu.my/id/eprint/35080/ Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.] jcssr Setapa, Mariam Kamarul Zaman, Liziana Wan Mustapha, Wan Asma Hanim Mohd Kanafiah, Siti Farah Haryatie Mohd Noor, Nor Raihana Asmar Food industry and trade. Halal food industry. Certification Consumer satisfaction Customer services. Customer relations 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. Universiti Teknologi MARA Cawangan Kelantan 2020-06 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/35080/1/35080.pdf Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.]. (2020) Journal of Contemporary Social Science Research <https://ir.uitm.edu.my/view/publication/Journal_of_Contemporary_Social_Science_Research/>, 4 (1). pp. 39-48. ISSN 0128-2697 http://jcssr.com.my/ |
| spellingShingle | Food industry and trade. Halal food industry. Certification Consumer satisfaction Customer services. Customer relations Setapa, Mariam Kamarul Zaman, Liziana Wan Mustapha, Wan Asma Hanim Mohd Kanafiah, Siti Farah Haryatie Mohd Noor, Nor Raihana Asmar Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.] |
| title | Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.] |
| title_full | Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.] |
| title_fullStr | Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.] |
| title_full_unstemmed | Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.] |
| title_short | Service Quality and Customer Satisfaction: Halal Certificate Application in Malaysia / Mariam Setapa...[et al.] |
| title_sort | service quality and customer satisfaction halal certificate application in malaysia mariam setapa et al |
| topic | Food industry and trade. Halal food industry. Certification Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/35080/1/35080.pdf |
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