Exploring Halal Service Quality Dimension in the Malaysian Grocery Retail Sector

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Increasing competition in the grocery retail sector in Malaysia has moved many retailers regardless of size, to find competitive edges that could place them ahead of the rest. In Malaysia where 60% of the population is Muslims, compliance to the Islamic regulations on food is an important aspect for retail consumers who shopped in various retail store format. Despite high percentage of Muslims in the country, many grocery stores are foreign owned or operated by non-Muslim Malaysians. Within this scenario, it is imperative that grocery retailers - either foreign or locally owned - address issues related to the needs of the Muslim grocery shoppers. However, the “halal” or “compliance to Islamic requirements” as a critical retail service quality dimension that affects food shopping is left unexplored. This study is therefore a step at identifying the “halal” retail service quality dimension that attracts Muslim Malaysian consumers to shop at certain grocery outlets and its implications on strategic retail development.


Keywords: Malaysian Retail, Service Quality, Grocery, Halal
Stream: Economics and Management
Presentation Type: Paper Presentation in English
Paper: Exploring Halal Service Quality Dimension in the Malaysian Grocery Retail Sector


Nor Khalidah Abu

Senior Lecturer, Faculty of Business Administration, Tun Abdul Razak University
Kelana Jaya, Selangor, Malaysia

Nor Khalidah Abu is a Senior Lecturer in the Marketing Department at the Faculty of Business Administration, Tun Abdul Razak University, Malaysia. She received her MBA from Universiti Kebangsaan Malaysia and Bachelor of Science in Business Administration (Production and Operations Management) from Ohio State University. She has authored and co-authored e-learning modules, CD, and web–based coursewares for Fundamentals of Marketing, Principles of Marketing, Marketing Management, and Economics and Society. Her research and teaching interests are in retailing management, channel management, and service marketing. She is currently pursuing her PhD in University Teknologi MARA, Malaysia with a focus on service quality dimension of grocery retail stores in Malaysia.

Prof. Rosmimah Mohd Roslin

Associate Professor, Faculty of Business Management, University Teknologi MARA
Shah Alam, Selangor, Malaysia


Ref: I08P0713