The Impact of Service Quality on Halal Purchase Decisions: A Study of Customer Satisfaction and Word of Mouth

Ejaz Aslam (School of Islamic Economics, Banking and Finance, Minhaj University Lahore, Pakistan)
Malik Shahzad Shabbir (Faculty of Business and Communication, INTI International University, Malaysia)
Anam Iqbal (School of Islamic Economic, Banking and Finance, Minhaj University Lahore, Pakistan)
Mohammad Jaradat (Bogdan Voda University, Romania)
Adeeb Alhebri (Accounting Program, Applied College at Muhyle, King Khalid University, Kingdom of Saudi Arabia)
Salem Hamad Aldawsari (Department of Finance, College of Business Administration Hotat Bani Tamim, Prince Sattam bin Abdulaziz University, Kingdom of Saudi Arabia)
Syed Ahtsham Ali (Business School, Shanghai Jianqiao University, China)
Laila Refiana Said (Universitas Lambung Mangkurat, Indonesia)

Journal of Islamic Monetary Economics and Finance
Vol. 12 No. 2 (2026)

This study empirically examines a mediated moderated mechanism to explain customer satisfaction with halal purchase intentions via word of mouth, grounded on Expectation-Confirmation Theory (ECT). Compiling data from purchasers of fast-moving consumer goods (FMCG) by means of structured questionnaires, we employ partial least squares structural equation modeling (PLS-SEM) to address the objective of the study. Our findings indicate that service quality reliability plays a pivotal role in influencing customer satisfaction. Likewise, the physical environment in which customers are provided services plays a decisive role in consumer fulfillment. This indicates that service excellence reliability also performs a crucial function in ensuring satisfaction among customers. Acknowledgment The authors extend their appreciation to the Deanship of Research and Graduate Studies at King Khalid University for funding this work through a large-group Research Project under grant number (RGP.2/66/47).