FOOD AND BEVERAGE SMES SATISFACTION TOWARDS LPPOM MUI SERVICE ON HALAL CERTIFICATION PROCESS

• Main Author: Nadhira, Azka
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72313
• Institution: Institut Teknologi Bandung

Nowadays, halal food has create a huge market and become interesting for Moslem and non- Moslem. Beyond being pork-free, halal is nowadays refer to products that is also has to meet the stringent standard in hygiene, sanitation, and harmless for health. Even in countries whose citizen majority is not Moslem, halal industry has increasing rapidly. This phenomenon was followed by the increment of products who are labelled halal and owning halal certificate. Becoming the country with most Moslem population in the world has given halal products an enormous market in Indonesia. It leads industries to put the halal label on their products as one of the competitive advantage. This occurrence give no exception to small and medium enterprise (SME). Not to mention the new constitution which oblige all products that are traded in Indonesia has to own the halal certification in 2019. Was built in 1988 under the command of Indonesia’s governments for MUI, Lembaga Penanganan Pangan Obat-obatan dan Kosmetika Majelis Ulama Indonesia (LPPOM MUI) has the full authority in issuing halal certification in Indonesia. Nevertheless, there still rumors and issues regarding LPPOM MUI service. The applicants still complaining about the certification tariff and duration that is considered too expensive and take a long time. Therefore this research aims to measure the customer satisfaction level by assessing LPPOM MUI service quality during the halal certification process using SERVQUAL method. By adopting SERVQUAL framework, this study collect data through questionnaire survey to 30 SMEs in Bandung. The result shows that according to the respondents, LPPOM MUI has given a good service and none of the SERVQUAL dimensions get low average score. Moreover, regression test results that only three from five dimensions has significant relationship with the customer satisfaction which are reliability, empathy, and assurance. LPPOM MUI was suggested to improve their service in those three dimensions that has significant relationship. Furthermore, besides has to keep up the good work in the significant dimension, LPPOM MUI also should improve their tangible and responsiveness dimension since they has lower score if LPPOM MUI has sufficient resources.