Title Page
Contents
Abstract 11
CHAPTER 1. INTRODUCTION 14
1.1. RESEARCH MOTIVATION 14
1.2. TOTAL QUALITY MANAGEMENT (TQM) 15
1.3. Customer Satisfaction in Quality Management Systems 17
1.4. Why Customer Satisfaction is important 18
1.4.1. Leading indicator of consumer repurchase intentions and loyalty. 18
1.4.2. Reduce cost and rejected item 18
1.4.3. A point of differentiation 19
1.4.4. It increases customer lifetime value 19
1.4.5. Reduces negative word mouth to mouth 19
1.5. Customer Satisfaction in Food Industry 20
1.6. Halal Food Industry 21
1.7. Halal Certification 25
1.8. STATEMENT OF THE PROBLEM 27
1.8.1. Unethical parties jeopardizing the essence of Halal concept by making fake certification. 27
1.8.2. Lack of enforcement from authorities to conduct regular inspection with certified organization. 27
1.8.3. Uncertainty in customer confidence towards Halal Product. 28
1.8.4. Lack of communication medium that allow consumers to give feedback and communicate with the authorities. 29
1.9. OBJECTIVE OF RESEARCH 30
Chapter 2. Literature Review 31
2.1. Basic concept of Total Quality Management 31
2.2. The Origin of Total Quality Management. 34
2.3. TQM GURUS 37
2.3.1. William Edwards Deming 38
2.3.2. Joseph M. Juran 41
2.3.3. Philip B. Crosby 43
2.3.4. Armand V. Feigenbaum 44
2.3.5. Genichi Taguchi 45
2.4. Effect of Total Quality Management 48
2.5. Customer Satisfaction 50
2.6. Customer satisfaction Model 53
2.7. Advantages of Kano Model 56
2.8. Customer Loyalty 56
2.9. Customer Loyalty Loop 59
2.9.1. Stages in customer loyalty loop 60
2.9.2. Relation between customer satisfaction and customer loyalty 61
2.10. Customer Satisfaction & Customer Retention 63
2.11. Relationship between Service quality and customer satisfaction 64
2.12. TQM in food industries. 65
2.13. What is Halal? 67
2.14. Halal Logo 68
2.15. The Global Halal Market 69
2.16. Halal certification 70
2.17. Why Halal Certificate is important 71
Chapter 3. Methodology 73
3.1. Introduction 73
3.2. Research Design 74
3.2.1. Hypotheses 75
3.2.2. Current System 80
3.2.3. New Proposed Method 81
3.3. Data Collection Techniques 82
3.4. Target Population and sample size 84
Chapter 4. Result 85
4.1. Introduction 85
4.2. Demographic Profile 85
4.3. Path Analysis 89
4.4. Structure Equation Model 90
4.5. Customer satisfaction and Customer Expectation 91
4.6. Customer Satisfaction and Religiosity 92
4.7. Customer Satisfaction and Trust 94
4.8. The Level of Consumer Satisfaction 96
4.10. Customer Satisfaction and Brand loyalty 99
4.11. Result Summary 101
Chapter 5. Discussion 103
5.0. Introduction 103
5.1. Overview of the study 103
5.2. Implication of Findings 104
5.3. Halal industry and TQM perspective 106
5.4. Contribution of research 109
5.5. Limitation and Future work 110
5.5.1. Size of sample 110
5.5.2. Muslim Focus 110
5.5.3. Location of data collected 110
5.5.4. Cost 111
5.5.5. Cost benefit vs. value 112
5.6. Future Work 113
Chapter 6. Conclusion 115
Chapter 7. Reference 120
Appendix A. QUESTIONNAIRES 128
요약 135
List of Tables
Table 2.1. Concept of quality 36
Table 2.2. TQM Gurus 38
Table 2.3. Juran's Quality Trilogy 42
Table 2.4. Comparison between Gurus 47
Table 2.5. SERQUAL Dimensions 65
Table 4.1. Mean, T-statistic, P-Value, Decision Summary 89
Table 4.2. Summary of result for Customer Expectation 92
Table 4.3. Summary of result for Religiosity 93
Table 4.4. Summary of result for Trust 95
Table 4.5. Summary of result for Customer Satisfaction 97
Table 4.6. Summary of result for Feedback System 98
Table 4.7. Summary of result for Loyalty 100
Table 4.8. Result summary 101
Table 5.1. Mean, T-statistic, P-Value, Decision Summary 113
Figure 1.1. Global Halal Market 23
Figure 2.1. The TQM principles 32
Figure 2.2. Evolution of Quality Management 36
Figure 2.3. Customer satisfaction measuring process 52
Figure 2.4. Kano Customer Satisfaction Model 54
Figure 2.5. Customer Loyalty Loop 59
Figure 2.6. Satisfaction measurement 62
Figure 3.1. Conceptual Framework for the Determinants of Consumer... 74
Figure 3.2. Current system Flow chart 80
Figure 3.3. Proposed method flow chart 81
Figure 4.1. gender of respondent 86
Figure 4.2. Age group 86
Figure 4.3. Marital Status 87
Figure 4.4. Occupation 87
Figure 4.5. Traveler or lives in non-Muslim country 88
Figure 4.6. Structure Equation Model 90
Figure 4.7. Satisfaction Result in Customer Expectation 91
Figure 4.8. Satisfaction Result in Religiosity 93
Figure 4.9. Satisfaction Result in Trust 94
Figure 4.10. Customer Satisfaction Respondent Result 96
Figure 4.11. Feedback System Respondent Result 98
Figure 4.12. Loyalty Respondent Result 99
Figure 5.1. Halal logo 111
Figure 6.1. Some of street vendors that display fake Halal logo to attract... 116
Figure 6.2. Some of street vendors that display fake Halal logo to attract... 116