Customer Loyalty on Halal Meat Product: A Case Study of Indonesian Logistics Performance Perspective
DOI:
https://doi.org/10.33736/ijbs.3262.2020Keywords:
Customer’s loyalty, halal logistic performance, halal supplier’s service quality, customer satisfactionAbstract
The purpose of this article is to determine the influence of halal supplier’s service quality, halal logistic performance, perceived service value and customer satisfaction to customer’s loyalty on halal meat products at non-moslem areas. This paper uses quantitative method that is done by collecting data from 90 respondents and analyzed using structural equation modeling (SEM) to determine the correlation between variables. The study found a significant influence occurs on the relationship halal supplier’s service quality to halal logistic performance, halal supplier’s service quality to perceived service value, halal logistic performance to customer satisfaction, perceived service value to customer satisfaction, and customer satisfaction to customer loyalty. The insignificant influence happened at halal supplier’s service quality to customer satisfaction relation. This study contributes to the halal logistic topics that are still rarely studied, especially by taking the place of research in Indonesia which is a majority area of Muslims and also has some non-Muslim majority areas. The study focused on the comparative influence of halal logistics performance on consumer loyalty of raw and processed meat products for Muslims in Indonesian non-muslim majority area.The results of this study indicate that there is a significant relationship between the quality of halal supplier services and halal logistics performance, the quality of halal supplier services with perceived service value. In addition,it also found the effect of halal logistics performance on customer satisfaction, perceived value of service to customer satisfaction, and customer satisfaction with customer loyalty. Furthermore, there is a significant effect on the quality of halal supplier services on customer satisfaction relationships.
References
Ali, A., Xiaoling, G., Sherwani, M., & Ali, A. (2017). Factors affecting Halal meat purchase intention: Evidence from international Muslim students in China. British Food Journal, 119(3), 527-541.
Alqudsi, S. G. (2014). Awareness and demand for 100% halal supply chain meat products. Procedia - Social and Behavioral Sciences, 130, 167-178. doi: http://dx.doi.org/10.1016/j.sbspro.2014.04.021
Awan, H. M., Siddiquei, A. N., & Haider, Z. (2015). Factors affecting Halal purchase intention– Evidence from Pakistan’s Halal food sector. Management Research Review, 38(6), 640-660.
Bastian, D. A. (2014). Analisa pengaruh citra merek (brand image) dan kepercayaan merek (brand trust) terhadap loyalitas merek (brand loyalty) ades pt. ades alfindo putra setia. Jurnal Strategi Pemasaran, 2(1), 1-9.
Bernstein, I. H., & Nunnally, J. (1994). Psychometric theory. Journal of Marketing, 56, 83-95.
Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quality. Journal of the Academy of Marketing Science, 25(1), 31-44.
Bienstock, C. C., Royne, M. B., Sherrell, D., & Stafford, T. F. (2008). An expanded model of logistics service quality: Incorporating logistics information technology. International Journal of Production Economics, 113(1), 205-222.
Bowersox, D. J., Closs, D. J., & Cooper, M. B. (2002). Supply chain logistics management (Vol. 2): McGraw-Hill New York, NY.
Cachon, G. P., & Feldman, P. (2015). Price commitments with strategic consumers: Why it can be optimal to discount more frequently… than optimal. Manufacturing & Service Operations Management, 17(3), 399-410.
Chen, Q., & Wells, W. (2000). Consumer satisfaction and dissatisfaction: One or two constructs? Advances in Consumer Research, 28, 34-39.
Cohen, J. (1992). A power primer. Psychological bulletin, 112(1), 155.
Davis, E. R. (2006). The role of logistics service quality in creating customer loyalty.
Duygun, A. (2015). The impacts of customer loyalty on negative word-of-mouth communication and repurchase intention. Journal of Marketing and Management, 6(1), 16.
Ellinger, A., Daugherty, P., & Keller, S. (2000). The relationship between marketing/logistics. Journal of Business Logistics, 21(1).
Fang, J., George, B., Shao, Y., & Wen, C. (2016). Affective and cognitive factors influencing repeat buying in e-commerce. Electronic Commerce Research and Applications, 19, 44-55.
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tourism Management, 27(3), 437-452.
Ghozali, I. (2008). Structural Equation Modeling Metode Alternatif dengan Partial Least Square. Semarang: Badan Penerbit Universitas Diponegoro.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis 6th Edition. New Jersey: Pearson Education.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing theory and Practice, 19(2), 139-152.
Jaafar, H. S., Faisol, N., Rahman, F. A., & Muhammad, A. (2016). Halal logistics versus halal supply chain: A preliminary insight Contemporary Issues and Development in the Global Halal Industry (pp. 579-588): Springer.
Jusmaliani, J., & Nasution, H. (2009). Religiosity aspect in consumer behaviour: Determinants of halal meat consumption. ASEAN Marketing Journal, 1, 1-11.
Kalantari Shahijan, M., Rezaei, S., Nigel Preece, C., & Khairuzzaman Wan Ismail, W. (2014). Examining retailers’ behaviour in managing critical points in Halal meat handling: A PLS analysis. Journal of Islamic Marketing, 5(3), 446-472.
Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. The Journal of Marketing, 71-82.
Ketikidis, P. H., Lenny Koh, S., Gunasekaran, A., Cheung, C., Chan, Y., Kwok, S., . . . Wang, W. (2006). A knowledge-based service automation system for service logistics. Journal of Manufacturing Technology Management, 17(6), 750-771.
Kisperska-Moron, D. (2005). Logistics customer service levels in Poland: Changes between 1993 and 2001. International Journal of Production Economics, 93, 121-128.
La, K. V. (2005). Customer Loyalty in Web-based Retailing. (Doctor of Philosophy), Royal Melbourne Institute of Technology, Melbourne.
Lee, C. K., Yoon, Y. S., & Lee, S. K. (2007). Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ. Tourism Management, 28(1), 204-214.
Lee, S. Y. (2006). A conceptual model of the roles of price, quality, and intermediary constructs in determining behavioral intention to visit a festival. Texas A&M University.
Lever, J., & Miele, M. (2012). The growth of halal meat markets in Europe: An exploration of the supply side theory of religion. Journal of Rural Studies, 28(4), 528-537.
Liang, H. C. (2008). Impact of Logistic Service Performance on Tourist Satisfaction and Loyalty. RMIT University, Melbourne.
Lin, H. H., & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information & management, 43(3), 271-282.
Man, Y. S. (2006). Performance Measurement and Management of Third Party Logistics: An Organizational Theory Approach. Hong Kong Baptist University.
Masudin, I., Fernanda, F., Jie, F., & Djajadikerta, H. (2018). Muslim and non-muslim perceptions on Halal Meat Logistics (HML). Paper presented at the IOP Conference Series: Materials Science and Engineering.
Masudin, I., Fernanda, F. W., & Widayat, W. (2018). Halal logistics performance and customer loyalty: From the literature review to a conceptual framework. International Journal of Technology, 10(1), 1072-1084.
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as segment-customized process. Journal of marketing, 65(4), 82-104.
Mentzer, J. T., Flint, D. J., & Kent, J. L. (1999). Developing a logistics service quality scale. Journal of Business Logistics, 20(1), 9.
Mentzer, J. T., Myers, M. B., & Cheung, M. S. (2004). Global market segmentation for logistics services. Industrial Marketing Management, 33(1), 15-20.
Mentzer, J. T., Rutner, S. M., & Matsuno, K. (1997). Application of the means-end value hierarchy model to understanding logistics service value. International Journal of Physical Distribution & Logistics Management, 27(9/10), 630-643.
Mentzer, J. T., & Williams, L. R. (2001). The role of logistics leverage in marketing strategy. Journal of Marketing Channels, 8(3-4), 29-47.
Novack, R. A., Rinehart, L. M., & Langley Jr, C. J. (1994). An internal assessment of logistics value. Journal of Business Logistics, 15(1), 113.
Olya, H. G. T., & Al-ansi, A. (2018). Risk assessment of halal products and services: Implication for tourism industry. Tourism Management, 65, 279-291. doi: https://doi.org/10.1016/j.tourman.2017.10.015
Richey, R. G. (2003). Technological readiness and strategic interactive fit: Dynamic capabilities impacting logistics service competency and performance.
Richey, R. G., Daugherty, P. J., & Roath, A. S. (2007). Firm technological readiness and complementarity: capabilities impacting logistics service competency and performance. Journal of Business Logistics, 28(1), 195-228.
Rinehart, L. M., Cooper, M. B., & Wagenheim, G. D. (1989). Furthering the integration of marketing and logistics through customer service in the channel. Journal of the Academy of Marketing Science, 17(1), 63-71.
Siu, N. Y., & Cheung, J. T. K. (2001). A measure of retail service quality. Marketing Intelligence & Planning, 19(2), 88-96.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73-82.
Stank, T. P., Goldsby, T. J., Vickery, S. K., & Savitskie, K. (2003). Logistics service performance: estimating its influence on market share. Journal of Business Logistics, 24(1), 27-55.
Stitou, N., & Rezgui, H. (2012). The Muslim Consumer as the Key Player in Halal: ASIDCOM.
Tam, J. L. (1999). The effects of service quality, perceived value and customer satisfaction on behavioral intentions. Journal of Hospitality & Leisure Marketing, 6(4), 31-43.
Tieman, M., Ghazali, M. C., & Van Der Vorst, J. G. (2013). Consumer perception on halal meat logistics. British Food Journal.
Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research, 33(4), 1141-1158.
Wang, E. S.-T., Yu, J.-R., & Griffith, C. (2016). Effect of product attribute beliefs of ready-to-drink coffee beverages on consumer-perceived value and repurchase intention. British Food Journal, 118(12).
Wang, Y., Po Lo, H., Chi, R., & Yang, Y. (2004). An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China. Managing Service Quality: An International Journal, 14(2/3), 169-182.
Widhiarso, W. (2013). Estimasi Reliabilitas Pengukuran dalam Pendekatan Model Persamaan Struktural.
Wong, W. P. M., Lo, M. C., & Ramayah, T. (2014). The effects of technology acceptance factors on customer e-loyalty and e-satisfaction in Malaysia. International Journal of Business and Society, 15(3), 477.
Wu, S. I., Wei, P. L., & Chen, J. H. (2008). Influential factors and relational structure of internet banner advertising in the tourism industry. Tourism Management, 29(2), 221-236.
Ya’kob, S. A., & Jusoh, W. J. W. (2016). The effect of supply chain lingkage on micro and small enterprises' performance. International Journal of Business and Society, 17(1).
Yang, Y., Humphreys, P., & McIvor, R. (2006). Business service quality in an e-commerce environment. Supply Chain Management: An International Journal, 11(3), 195-201.
Downloads
Published
How to Cite
Issue
Section
License
Copyright Transfer Statement for Journal
1) In signing this statement, the author(s) grant UNIMAS Publisher an exclusive license to publish their original research papers. The author(s) also grant UNIMAS Publisher permission to reproduce, recreate, translate, extract or summarize, and to distribute and display in any forms, formats, and media. The author(s) can reuse their papers in their future printed work without first requiring permission from UNIMAS Publisher, provided that the author(s) acknowledge and reference publication in the Journal.
2) For open access articles, the author(s) agree that their articles published under UNIMAS Publisher are distributed under the terms of the CC-BY-NC-SA (Creative Commons Attribution-Non Commercial-Share Alike 4.0 International License) which permits unrestricted use, distribution, and reproduction in any medium, for non-commercial purposes, provided the original work of the author(s) is properly cited.
3) For subscription articles, the author(s) agree that UNIMAS Publisher holds copyright, or an exclusive license to publish. Readers or users may view, download, print, and copy the content, for academic purposes, subject to the following conditions of use: (a) any reuse of materials is subject to permission from UNIMAS Publisher; (b) archived materials may only be used for academic research; (c) archived materials may not be used for commercial purposes, which include but not limited to monetary compensation by means of sale, resale, license, transfer of copyright, loan, etc.; and (d) archived materials may not be re-published in any part, either in print or online.
4) The author(s) is/are responsible to ensure his or her or their submitted work is original and does not infringe any existing copyright, trademark, patent, statutory right, or propriety right of others. Corresponding author(s) has (have) obtained permission from all co-authors prior to submission to the journal. Upon submission of the manuscript, the author(s) agree that no similar work has been or will be submitted or published elsewhere in any language. If submitted manuscript includes materials from others, the authors have obtained the permission from the copyright owners.
5) In signing this statement, the author(s) declare(s) that the researches in which they have conducted are in compliance with the current laws of the respective country and UNIMAS Journal Publication Ethics Policy. Any experimentation or research involving human or the use of animal samples must obtain approval from Human or Animal Ethics Committee in their respective institutions. The author(s) agree and understand that UNIMAS Publisher is not responsible for any compensational claims or failure caused by the author(s) in fulfilling the above-mentioned requirements. The author(s) must accept the responsibility for releasing their materials upon request by Chief Editor or UNIMAS Publisher.
6) The author(s) should have participated sufficiently in the work and ensured the appropriateness of the content of the article. The author(s) should also agree that he or she has no commercial attachments (e.g. patent or license arrangement, equity interest, consultancies, etc.) that might pose any conflict of interest with the submitted manuscript. The author(s) also agree to make any relevant materials and data available upon request by the editor or UNIMAS Publisher.
