Factors affecting exporting companies' satisfaction on Halal certification service quality - A case study of Halal Certification Agency Vietnam

Abstract

The purpose of this study is to look into the factors affecting exporting companies' satisfaction on Halal certification service quality - A case study of Halal Certification Agency Vietnam. Based on the well-known SERVPERF model, we pose the question regarding five service quality dimensions that may impact the satisfaction of exporting companies. Among the predictors are Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Furthermore, this study examines the moderating function of Brand Awareness to see if exporting companies' perceptions of HCAV's Brand Awareness influence how they perceive HCAV's service quality. We performed a simple linear regression analysis and a moderated multiple regression analysis on a sample of 193 responses from an online survey to test our hypothesis. The regression study revealed that Reliability, Responsiveness, and Assurance positively impact exporting companies' satisfaction with HCAV's service quality. Results also confirm that Brand Awareness positively moderates the relationship between Reliability and exporting companies’ satisfaction and that between Assurance and exporting companies’ satisfaction. Theoretical and managerial implications are also discussed.