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

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.