THE PERCEPTION OF INDONESIAN COSMETICS AND PHARMACEUTICALS COMPANIES TOWARDS SERVICE QUALITY IN HALAL CERTIFICATION PROCESS

• Main Author: Cassia Fakhrunnisa, Siti
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72409
• Institution: Institut Teknologi Bandung

The increasing number of halal product awareness in Indonesia follows the importance of halal certification. LPPOM MUI as a halal certification body in Indonesia has responsibility in assuring the quality of products that met the same halal assurance standard and the same halal certification process standard. This paper aims to define factors involved in the process of halal certification and examine the quality of LPPOM MUI’s service in halal certification process from the perspective of Cosmetics and Pharmaceuticals Companies. The population of this study is 80 companies in Cosmetics and Pharmaceuticals industry. Questionnaires are given to 19 respondents from 10 companies and in-depth interview is conducted to give additional information. SERVQUAL method was used to construct the questionnaire and identify the quality of halal certification process provided by Indonesia halal certification body. This research discussed the quality of halal certification services in Indonesia based on Cosmetics and Pharmaceuticals Company which doing halal certification registration and renewal to LPPOM MUI within period April 2015 to March 2016 and accept to participate in this research. Result of this research shows that LPPOM MUI has mid-high level of service quality in halal certification process from the perspective of Cosmetics and Pharmaceuticals Company. By conducting multiple regression analysis, there are 2 dimensions that have significance relationship with customer satisfaction. These dimensions are responsiveness and empathy. These two dimensions have positive relationship with customer satisfaction. Therefore, it was suggested that LPPOM MUI can focusing on the improvement of these two dimensions for improvement and increasing customer satisfaction level of clients. This research gives implication for theory and practices. For theory implication, through multiple regression this study verify 2 dimensions which have significance relationship with customer satisfaction in cosmetics and pharmaceuticals company. However the improvement could include all dimension without regardless the significances. Besides implication for theory, implication for practices is by giving recommendation to LPPOM MUI which factors need to be prioritized in the improvement of halal certification process quality