Table 7. Service quality dimensions per...

Table 7.

Service quality dimensions per halal industry and types of relationships found

Industry	Author (n = 78)	SQ dimensions	ANT → SQ	SQ → SAT	SQ → PV	SQ → LOY (direct)	SQ → LOY (indirect)	SQ → OOM	MOD
Halal food	Zailani et al. (2018)	Personnel service quality, information quality, volume flexibility, service diversity, service ordering procedure, halal assurance, order receipt quality, timeliness, corrective actions		Yes
	Masudin et al. (2020)	Information systems availability, product availability		No	Yes		Yes	Performance
	Rahim et al. (2020)	Empathy, assurance, reliability, outcome quality, responsiveness, tangibles, halal certification, product development capability		Yes		Yes	Yes
	Shokhsanam and Ahn (2021)	Behavior quality, appearance		Yes			Yes
	Mohd Yusof et al. (2021)	Value for money, atmospherics, food taste, service personnel				Yes
	Polas et al. (2022)			Yes		Yes	Yes
	Wardi et al. (2022)						Yes	Image
	Ramayah et al. (2023)	Interaction quality, service environment quality, outcome quality					Yes	Attitude
	Suhartanto et al. (2024)			Yes	Yes	Yes	Yes
	Kayumov et al. (2024)	cleanliness, food quality, COVID-19 safety		Yes			Yes
Halal pharma	Ratnawati and Kholis (2019)	Sincerity and formality, insurance system, tangibles and empathy, responsiveness, assurance, access to location and information, treatment cost, compliance, reliability, availability of mosque
	Ratnawati et al. (2021)	Compliance, reliability, tangibility, empathy, responsiveness, insurance system		Yes		Yes	Yes
	Gayatri et al. (2024)	Reliability, trustworthiness, assurance, empathy, tangibles, responsiveness
Islamic education	Asnawi and Nina Dwi (2020)Perce	Internalization of Islamic values, library service support							Year of study, level of study
Islamic finance	Ahmad et al. (2010)	Tangibility, reliability, responsiveness, assurance, empathy							Islamic vs conventional bank, gender
	Ahmad et al. (2011)	Reliability, tangibility, assurance, responsiveness, empathy		Yes				Performance
	Kashif et al. (2015)	Tangibility, assurance, personalization, formality		Yes			Yes
	Ahmed et al. (2016)	Reliability, assurance, tangibles, empathy, responsiveness		Yes		No	Yes
	Ltifi et al. (2016)							Purchase intention	Gender, age
	Ali and Raza (2017)	Compliance, assurance, reliability, tangibles, empathy, responsiveness		Yes
	Saleh et al. (2017)	Reliability, responsiveness, assurance, tangibles, empathy		Yes			Yes	Reputation, services offered, security, access
	Al-jazzazi and Sultan (2017)	Serviceability, responsiveness, core service, soft service, compliance, customer care
	Peng et al. (2019)	Reliability, security, tangibility, core product, internet banking, empathy					Yes	Bank image and reputation, trust	Islamic vs conventional bank
	Endara et al. (2019)	Tangibility, reliability, assurance, responsiveness, empathy	Collectivism, masculinity, uncertainty avoidance	Yes					Public vs private bank
	Mahadin and Akroush (2019)				Yes			Word-of-mouth
	Ali and Naeem (2019)	Compliance, reliability, assurance, tangibles, empathy, responsiveness						Performance
	Tabash et al. (2019)	Reliability, responsiveness, ease of use, security/privacy		Yes
	Fauzi and Suryani (2019)	Compliance, assurance, reliability, tangibles, empathy, responsiveness		Yes		Yes	Yes	Trust
	Baber (2019)	Efficient and reliable, security-trust, shariah compliance, fulfillment						Performance
	Abdur Rehman et al. (2020)	Tangibility, reliability, personalization					Yes	Image, reputation
	Abror et al. (2020)			Yes		No	Yes	Customer engagement
	Suhartanto et al. (2019)			Yes		No	Yes
	Lebdaoui and Chetioui (2020)		CRM organizational practices, CRM technology-related practices					Performance
	Raza and Burney (2020)	Reliability, responsiveness, assurance, empathy, tangibles		Yes
	Fida et al. (2020)	Empathy, responsiveness		Yes		Yes	Yes
	Asnawi et al. (2020)	Islamic values, shariah compliance, honesty, modesty, humaneness and trustworthiness		Yes		Yes	Yes
	Dandis and Wright (2020)	Compliance, reliability, responsiveness, assurance, empathy		Yes		Yes	Yes
	Razak et al. (2020)	Compliance, reliability, empathy		Yes
	Mulazid et al. (2020)	Assurance, reliability, tangibles, empathy, responsiveness, compliance		Yes
	Alam and Al-Amri (2020)	Reliability, responsiveness, security		Yes
	Kökalan et al. (2021)	Reliability, assurance, tangibles, empathy, responsiveness
	Dandis et al. (2021)	Compliance, tangibles, reliability, responsiveness, empathy, assurance		Yes		Yes	Yes
	Ali (2021)	Tangibility, safety/security, responsiveness						Image	Fatwa and shariah board reputation
	Abdur Rehman et al. (2021)	Personalization, reliability, tangibility, assurance					Yes	Image, reputation
	Lubis et al. (2021)			Yes		Yes	Yes
	Saad and Alshehri (2021)	Compliance, assurance, reliability, empathy		Yes
	Fusva et al. (2021)			Yes	Yes	Yes	Yes	Image, performance
	Kamarudin and Kassim (2021)	Reliability, assurance, tangibles, empathy, responsiveness		Yes
	Ahmed et al. (2021)	Efficiency, security and privacy, fulfillment, availability, personal needs		Yes			Yes
	Akhter et al. (2021)	Reliability, responsiveness, tangibles, empathy, assurance		Yes				Switching intentions	Shariah perceptions
	Abdul Hadi and Muwazir (2021)
	Ahmed et al. (2022)		Islamic shariah compliance	Yes
	Yusfiarto et al. (2022)			Yes		No	Yes
	Tegambwage and Kasoga (2022)					Yes
	Farrag et al. (2022)	Devotion, assurance, empathy, reliability, tangibility		Yes
	Osman et al. (2022)	Reliability, assurance					Yes	Image, reputation
	Suhartanto et al. (2022)					Yes
	Al Thuwaini et al. (2022)	Compliance, assurance, reliability, tangibles, empathy, responsiveness		Yes
	Khan et al. (2023)	Compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness		Yes			Yes	Trust, word-of-mouth
	Ismail (2023)	Reliability, responsiveness, assurance, empathy, tangibles						Brand love, brand addiction
	Mochlasin et al. (2023)			No				Switching behavior
	Sadallah et al. (2023)							Intention to pay
	Jarah et al. (2023)
	Jawaid et al. (2023)	Compliance, responsiveness, empathy, tangibles, reliability, assurance		Yes
	Abror et al. (2023a)		religiosity	Yes	Yes			Commitment, value co-creation
	Tegambwage and Kasoga (2023)					Yes			Religiosity
	Ahmad et al. (2024)
	Afzal et al. (2019)	Tangibility, reliability, assurance, sincerity, personalization and formality		Yes			Yes
Modest fashion	Syah and Olivia (2022)			Yes	Yes		Yes
Muslim-friendly travel	Lari et al. (2020)	Facilities quality, halal food, staff attitude and behavior, easy access and operating hours
	Jeaheng et al. (2020)	Halal-friendly services and staff, halal-friendly facilities and physical environment, halal food and beverages		Yes	Yes		Yes	trust	Involvement
	Lari et al. (2019)	Physical environment quality, interaction quality, consumables quality and access quality					Yes	Customer delight
	Suryani et al. (2020)			Yes		Yes	Yes
	Nazari et al. (2020)
	Ezeh et al. (2022)	Empathy, assurance, tangibility, reliability, responsiveness		Yes					Religiosity
	Reisinger and Crotts (2022)
	Arasli et al. (2023)	Hotel, staff, food, room, location, Pool, facilities, cleanliness and Wi-Fi		Yes
	Abror et al. (2023b)		Islamic tourism destination attributes				Yes	Engagement, value co-creation

Industry	Author (n = 78)	SQ dimensions	ANT → SQ	SQ → SAT	SQ → PV	SQ → LOY (direct)	SQ → LOY (indirect)	SQ → OOM	MOD
Halal food	Zailani et al. (2018)	Personnel service quality, information quality, volume flexibility, service diversity, service ordering procedure, halal assurance, order receipt quality, timeliness, corrective actions		Yes
	Masudin et al. (2020)	Information systems availability, product availability		No	Yes		Yes	Performance
	Rahim et al. (2020)	Empathy, assurance, reliability, outcome quality, responsiveness, tangibles, halal certification, product development capability		Yes		Yes	Yes
	Shokhsanam and Ahn (2021)	Behavior quality, appearance		Yes			Yes
	Mohd Yusof et al. (2021)	Value for money, atmospherics, food taste, service personnel				Yes
	Polas et al. (2022)			Yes		Yes	Yes
	Wardi et al. (2022)						Yes	Image
	Ramayah et al. (2023)	Interaction quality, service environment quality, outcome quality					Yes	Attitude
	Suhartanto et al. (2024)			Yes	Yes	Yes	Yes
	Kayumov et al. (2024)	cleanliness, food quality, COVID-19 safety		Yes			Yes
Halal pharma	Ratnawati and Kholis (2019)	Sincerity and formality, insurance system, tangibles and empathy, responsiveness, assurance, access to location and information, treatment cost, compliance, reliability, availability of mosque
	Ratnawati et al. (2021)	Compliance, reliability, tangibility, empathy, responsiveness, insurance system		Yes		Yes	Yes
	Gayatri et al. (2024)	Reliability, trustworthiness, assurance, empathy, tangibles, responsiveness
Islamic education	Asnawi and Nina Dwi (2020)Perce	Internalization of Islamic values, library service support							Year of study, level of study
Islamic finance	Ahmad et al. (2010)	Tangibility, reliability, responsiveness, assurance, empathy							Islamic vs conventional bank, gender
	Ahmad et al. (2011)	Reliability, tangibility, assurance, responsiveness, empathy		Yes				Performance
	Kashif et al. (2015)	Tangibility, assurance, personalization, formality		Yes			Yes
	Ahmed et al. (2016)	Reliability, assurance, tangibles, empathy, responsiveness		Yes		No	Yes
	Ltifi et al. (2016)							Purchase intention	Gender, age
	Ali and Raza (2017)	Compliance, assurance, reliability, tangibles, empathy, responsiveness		Yes
	Saleh et al. (2017)	Reliability, responsiveness, assurance, tangibles, empathy		Yes			Yes	Reputation, services offered, security, access
	Al-jazzazi and Sultan (2017)	Serviceability, responsiveness, core service, soft service, compliance, customer care
	Peng et al. (2019)	Reliability, security, tangibility, core product, internet banking, empathy					Yes	Bank image and reputation, trust	Islamic vs conventional bank
	Endara et al. (2019)	Tangibility, reliability, assurance, responsiveness, empathy	Collectivism, masculinity, uncertainty avoidance	Yes					Public vs private bank
	Mahadin and Akroush (2019)				Yes			Word-of-mouth
	Ali and Naeem (2019)	Compliance, reliability, assurance, tangibles, empathy, responsiveness						Performance
	Tabash et al. (2019)	Reliability, responsiveness, ease of use, security/privacy		Yes
	Fauzi and Suryani (2019)	Compliance, assurance, reliability, tangibles, empathy, responsiveness		Yes		Yes	Yes	Trust
	Baber (2019)	Efficient and reliable, security-trust, shariah compliance, fulfillment						Performance
	Abdur Rehman et al. (2020)	Tangibility, reliability, personalization					Yes	Image, reputation
	Abror et al. (2020)			Yes		No	Yes	Customer engagement
	Suhartanto et al. (2019)			Yes		No	Yes
	Lebdaoui and Chetioui (2020)		CRM organizational practices, CRM technology-related practices					Performance
	Raza and Burney (2020)	Reliability, responsiveness, assurance, empathy, tangibles		Yes
	Fida et al. (2020)	Empathy, responsiveness		Yes		Yes	Yes
	Asnawi et al. (2020)	Islamic values, shariah compliance, honesty, modesty, humaneness and trustworthiness		Yes		Yes	Yes
	Dandis and Wright (2020)	Compliance, reliability, responsiveness, assurance, empathy		Yes		Yes	Yes
	Razak et al. (2020)	Compliance, reliability, empathy		Yes
	Mulazid et al. (2020)	Assurance, reliability, tangibles, empathy, responsiveness, compliance		Yes
	Alam and Al-Amri (2020)	Reliability, responsiveness, security		Yes
	Kökalan et al. (2021)	Reliability, assurance, tangibles, empathy, responsiveness
	Dandis et al. (2021)	Compliance, tangibles, reliability, responsiveness, empathy, assurance		Yes		Yes	Yes
	Ali (2021)	Tangibility, safety/security, responsiveness						Image	Fatwa and shariah board reputation
	Abdur Rehman et al. (2021)	Personalization, reliability, tangibility, assurance					Yes	Image, reputation
	Lubis et al. (2021)			Yes		Yes	Yes
	Saad and Alshehri (2021)	Compliance, assurance, reliability, empathy		Yes
	Fusva et al. (2021)			Yes	Yes	Yes	Yes	Image, performance
	Kamarudin and Kassim (2021)	Reliability, assurance, tangibles, empathy, responsiveness		Yes
	Ahmed et al. (2021)	Efficiency, security and privacy, fulfillment, availability, personal needs		Yes			Yes
	Akhter et al. (2021)	Reliability, responsiveness, tangibles, empathy, assurance		Yes				Switching intentions	Shariah perceptions
	Abdul Hadi and Muwazir (2021)
	Ahmed et al. (2022)		Islamic shariah compliance	Yes
	Yusfiarto et al. (2022)			Yes		No	Yes
	Tegambwage and Kasoga (2022)					Yes
	Farrag et al. (2022)	Devotion, assurance, empathy, reliability, tangibility		Yes
	Osman et al. (2022)	Reliability, assurance					Yes	Image, reputation
	Suhartanto et al. (2022)					Yes
	Al Thuwaini et al. (2022)	Compliance, assurance, reliability, tangibles, empathy, responsiveness		Yes
	Khan et al. (2023)	Compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness		Yes			Yes	Trust, word-of-mouth
	Ismail (2023)	Reliability, responsiveness, assurance, empathy, tangibles						Brand love, brand addiction
	Mochlasin et al. (2023)			No				Switching behavior
	Sadallah et al. (2023)							Intention to pay
	Jarah et al. (2023)
	Jawaid et al. (2023)	Compliance, responsiveness, empathy, tangibles, reliability, assurance		Yes
	Abror et al. (2023a)		religiosity	Yes	Yes			Commitment, value co-creation
	Tegambwage and Kasoga (2023)					Yes			Religiosity
	Ahmad et al. (2024)
	Afzal et al. (2019)	Tangibility, reliability, assurance, sincerity, personalization and formality		Yes			Yes
Modest fashion	Syah and Olivia (2022)			Yes	Yes		Yes
Muslim-friendly travel	Lari et al. (2020)	Facilities quality, halal food, staff attitude and behavior, easy access and operating hours
	Jeaheng et al. (2020)	Halal-friendly services and staff, halal-friendly facilities and physical environment, halal food and beverages		Yes	Yes		Yes	trust	Involvement
	Lari et al. (2019)	Physical environment quality, interaction quality, consumables quality and access quality					Yes	Customer delight
	Suryani et al. (2020)			Yes		Yes	Yes
	Nazari et al. (2020)
	Ezeh et al. (2022)	Empathy, assurance, tangibility, reliability, responsiveness		Yes					Religiosity
	Reisinger and Crotts (2022)
	Arasli et al. (2023)	Hotel, staff, food, room, location, Pool, facilities, cleanliness and Wi-Fi		Yes
	Abror et al. (2023b)		Islamic tourism destination attributes				Yes	Engagement, value co-creation

Source: Table created by the author

[ViewLarge]

Sharing Unavailable