IN-DEPTH INTERVIEW RESULT
According to the in-depth interview result with 2 managers and 2 owners of halal restaurants,
all of them agreed that not only service marketing mix but also internal marketing were important
factors in restaurant management which can be perceived in 5 dimensions of perceived service
quality. Halalness of food was fundamental component for halal restaurants. Besides halalness of
food, physical environment was the most significant factor as hygiene was crucial for food and other
physical components convinced and attracted customers to visit restaurants. Internal marketing was the
next factor which halal restaurants had to focus after improving their service marketing mix. Internal
marketing was not well known thoroughly among halal restaurant operators, however, they tried to
train their employees to have good manner and deliver good service. Perceived service quality was
quite new to halal restaurant operators as most of them did not recognize these service measurement
dimensions. Consequently, internal marketing is the area that halal restaurant operators are trying to
develop and perceived service quality is the area that they need to learn more.
Regarding the different result between Thai and non-Thai consumers, they agreed that Thai
people are more flexible with mistakes and formal manner. Moreover, Thai consumers need more
various food feature and other value added functions as they are dining for leisure rather than only
for Islamic fundamental need like travelers.