Customer satisfaction rate of the quality halal certification services in Yogyakarta

Abstract

One of the efforts in meeting the basic needs and rights of every citizen of goods,
services, and administrative services that was provided public services by the state. One of the
public services in the field of halal was carried out by the Food, Medicine and Cosmetics Institute
of the Indonesian Ulema Council Special Region of Yogyakarta. This institute is an institution
formed by Ulema Council and was tasked with auditing companies that want Halal certificates
from Ulema Council. In this regard, a study of the level of customer satisfaction with the process
of issuing halal certificates from this institution of halal certification Yogyakarta Special Region
needs to be done. This study aims to determine the level of customer satisfaction with the process
of issuing halal certificates. This study used a survey method, while the method of taking
respondents by purposive random sampling. Respondents were customers who submitted halal
certification in Food, Medicine and Cosmetics Institute of the Indonesian Ulema Council Special
Region of Yogyakarta, totaling 272 respondents. Based on the results of the analysis and
interpretation of the calculation results of this institution services for Yogyakarta and 2016 and
2017, it could be concluded that the performance of this institution in 2017 is better compared to
2016. It was based on the value of Community Satisfaction Index (CSI) to the service in 2016 it
was 77.2 with service quality B and good performance, while in 2017 the value of the CSI services
was 96.31 with service quality A and excellent performance. One of the improvements in the
quality of services was supported by the existence of halal auditor's advancing training annually.
Evaluation of overall service criteria, the greatest value is in the category of auditor having honest
nature, while the smallest value of service criteria was in the category of speed and accuracy of
work of Food, Medicine and Cosmetics Institute of Yogyakarta officers.