Halal company identity and halal restaurant loyalty: the role of customer satisfaction, customer trust and customer-company identification

Abstract

Purpose This study aims to examine the effect of halal company identity includes halal identity similarity, halal identity distinctiveness and halal identity prestige on customer satisfaction and customer trust. Furthermore, it verifies the influence of customer satisfaction and customer trust on customer-company identification. Finally, it explores the effect of customer-company identification on halal restaurant loyalty. Design/methodology/approach This study selected a sample of halal restaurants in the area of Semarang City, Indonesia, using a purposive sampling method with a total of 520 respondents. The data analysis uses confirmatory factor analysis to identify discriminant and convergent validity and then structural equation modeling is used to validate the hypotheses. Findings The result showed that all aspects of halal company identity, namely, halal identity similarity, halal identity distinctiveness and halal identity prestige, significantly affect customer satisfaction. Halal identity similarity and halal identity distinctiveness insignificantly affect customer trust; however, halal identity prestige successfully affects customer trust. Both customer satisfaction and customer trust positively impact customer-company identification and, in turn, customer-company identification impacts halal restaurant loyalty. Originality/value This study contributes to the theory of halal tourism based on social identity theory and the theory of relationship quality in achieving customer loyalty of halal restaurants.

Halal trust during the COVID-19 outbreak: the role of quality, perceived benefit and health risk evidence from mobile food purchasing

“…With all trust drivers significant, this finding implies that in the pandemic, halal food quality, mobile app quality and perceived benefit can reinforce Muslim halal trust and subsequently strengthen their loyalty. This is different from past studies (Mursid and Wu, 2021; Selim et al , 2022) that evaluate the role of perceived benefits and perceived risk on trust separately. This study combines these trust drivers with perceived quality to help understand Muslim halal trust in the mobile food purchasing service during the pandemic.…”

“…Therefore, the scale measurement of the variable constructs was adapted from the existing literature. Halal trust was gauged with five indicators adapted from past researchers (Mainolfi and Resciniti, 2018; Mursid and Wu, 2021; Quoquab et al , 2020). Five items (Ha et al , 2020; Suhartanto, Kartikasari, Najib, et al , 2021) were gauged to measure perceived health risk and four elements (Marinković and Lazarević, 2021; Suhartanto, Kartikasari, Najib, et al , 2021) were used to measure perceived benefit.…”

The Influence of Personality, Reputation, Value, and Corporate Identity on Customer Satisfaction at Bank Syariah Mandiri Mataram Branch

“…The conclusion is that the corporate identity variable partially has a positive and significant effect on customer satisfaction. The results of this study are supported by previous research that has been done previously (Dash et al, 2020;Murshid & Wu, 2020b, 2020aSupriyanto et al, 2020) that the personality variable has a significant effect on customer satisfaction.…”

Unlocking Customer Satisfaction of Halal Restaurant in South Korea through Online Review Analysis

“…This would also increase cooperation with Islamic countries in other disciplines, such as medicine, sports, education, culture, media, and trade [1,8] . As a result, customer satisfaction with halal-certified restaurants can result in future repurchases and patronization [9] .…”