Measuring service quality of halal certification in Indonesia food industry using Fuzzy-SERVQUAL method for service quality improvement

Hafizha Marianto Putri, M. Dachyar, Rahmat Nurcahyo

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Indonesia had made it mandatory for big food companies to halal-certificate their products. The request of halal certification has been increasing significantly in the last 8 years. Currently, lead time for completing a halal certification requires 97 days for local products and 117 days for imported products. Nonetheless, that service level is worse than some ASEAN countries. This research aims to identify dimensions/factors that play an important role in service quality improvement for halal certification in Indonesia food industry carried out by Indonesia halal certification agency through measuring service quality. This research used fuzzy-SERVQUAL method to extract significant factors affecting the quality of the services.

Original languageEnglish
Title of host publicationProceedings of the 11th Annual International Conference on Industrial Engineering and Operations Management, 2021
PublisherIEOM Society
Pages1782-1791
Number of pages10
ISBN (Print)9781792361241
Publication statusPublished - 2021
Event11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021 - Virtual, Online
Duration: 7 Mar 202111 Mar 2021

Publication series

NameProceedings of the International Conference on Industrial Engineering and Operations Management
ISSN (Electronic)2169-8767

Conference

Conference11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021
CityVirtual, Online
Period7/03/2111/03/21

Keywords

  • Food Industry
  • Fuzzy
  • Halal Certification
  • SERVQUAL

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