This study examines the influence of Muslim consumers’ perceptions towards service quality in halal restaurants. The purpose of this study is to explore the factors why Muslim consumers patronize Halal restaurants as well as the assessment of service quality in Halal restaurants as this is important to identify the key attributes towards the service quality in Halal foodservice industry. Hence, this study stretch advantage for the foodservice operator when they are complying Halal certification to fulfil the demand for Halal certified restaurant. This paper investigates the key attributes of service quality from the perspectives of Muslim consumers and it had been explored via in-depth interviews. The in-depth interviews were being steered among selected Muslim consumers which had experienced dine-in in the Halal restaurant. Findings for the study divulge the important insight that attributes measured significant for the foodservice industry in the assessment of service quality by Muslim consumers. Future, this study also has prospective to supplement for the concept and theory of Halal service quality since there are very few literature or studies had been discovered.
Ab Hamid, N. R., Kamari, M.N., and Saaidin, M. (2016). Perceived Service Quality of Halal Restaurants: A Study On Urban Muslim Consumers. GAI International Academic Conference Proceedings, Netherlands.
Abdul, M., Ismail, H., Hashim, H. and Johari, J. (2009). Consumer decision making process in shopping for halal food in Malaysia. US-China Business Review 8 (9), 40-47.
Abdullah, F. , Abg Abdurahman A.Z. and Hamali, J. (2012) Developing a framework of Success for the Foodservice Industry in Malaysia International Journal of Business and Society Vol. 13 No. 3 p. 309-334.
Barber, N. and Goodman, R. J. and Goh, B. K. (2011). Restaurant consumers repeat patronage: a service quality concern. International Journal of Hospitality Management 30 (2): 329-336.
Berne, J. (2004). Think-aloud protocol and adult learners. Adult Basic Education 4 (3), 153-173.
Bujisic, M. and Hutchinson, J. (2015). The effects of restaurant quality attributes on customer behavioral intentions. International Journal of Contemporary and Hospitality Management, 26(8), 1270-1291.
Ericsson, K, A. and Simon, H.A.,(1984). Protocol Analysis: Verbal Reports as Data, The MIT
Press, London.
Gayatri, G., Hume M. and Mort G.S. (2011) The role of Islamic Culture in service Quality research, Asian Journal on Quality, Vol. ISS : 1 p. 35 -53.
Ha, J., and Jang, S. (2010). Perceived value, satisfaction and behavioural intentions: the role of familiarity in Korean restaurants. International Journal of Hospitality Management, 29(1), 2-13.
Hamdan, H., Issa, Z.M., Abu, N. and Jusoff, K. (2013). Purchasing decisions among Muslims Consumer of processed halal food products. Journal of Food Products Marketing, 19(1), 54-61.
Hyun, S. S. (2010). Predictors of relationship quality and loyalty in the chain restaurant industry. Cornell Hospitality Quarterly 51 (2): 251-267.
Ibrahim. S, and Othman M. (2014) Developing and Validating Halal Service Quality Instrument for Malaysian Food Service Establishments: A conceptual paper. Elsevier Procedia - Social and Behavioral Sciences, (130) 400 – 408.
Jan, M. T., Zain, O.M. and Jehangir, M.( 2011). Can Consumption Make You Happy? Exploring Students’ Quality of Life from Marketing Perspective. International Journal of Economics and Management Sciences 1(1), 1 – 08.
Johns, N., Pine, R., (2002). Consumer behavior in the food service industry. a review. International Journal of Hospitality Management 21, 119–134.
Krippendorf, K. (2004). “Content analysis: an introduction to its methodology”, Sage. London.
Kuusela, H., and Paul, P.(2000). A comparison of concurrent and retrospective verbal protocol analysis, Academy Journal of Psychology, 113(3), 387-404.
Marinkovic, V., Senic, V., Ivkov, D., Dimitrovski, D. and Bjelic, M. (2014). The Antecedents of Satisfaction and Revisit Intentions for Full-Service Restaurants. Marketing Intelligence & Planning, 32(3), 311-327.
Mukhtar, A. and Butt, M.M. (2012). Intention to choose Halal products: the role of religiosity. Journal of Islamic Marketing, 3(2), 108-120.
Ong S.F., Chan W.C., Shorey S., Chong Y.S., Klainin-Yobasp. and He H.G. (2014). Postnatal experiences and support needs of first- time mothers in Singapore: A descriptive qualitative study.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1998). SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality. Journal of Retail, 64(1), 14-40.
Payne, J.W., (1994). Thinking aloud: Insight into information processing. Psychological
Science 5 241-248.
Pettijohn, L.S., Pettijohn, C.E., Luke, R., (1997). An evaluation of fast food restaurant satisfaction. determinants, competitive comparisons and impact on future patronage. Journal of Restaurant and Foodservice Marketing 2 (3), 3–20.
Qin, H. and Prybutok, V. R. (2009). Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants. International Journal of Quality and Service Sciences 1 (1): 78-95.
Ramanathan, R., Di, Y., and Ramana
In-Text Citation: (Saaidin, Hamid, & Nurbayah, 2018)
To Cite this Article: Saaidin, M., Hamid, N. R. A., & Nurbayah, S. (2018). Muslim Consumers’ Perceptions of Service Quality for Halal Food Service Industry. International Journal of Academic Research in Business and Social Sciences, 8(9), 1965–1974.
Copyright: © 2018 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
